Ric Penaranda

Led and mentored a high-performing support team, ensuring all customer inquiries via email and chat were handled with professional excellence and met established Service Level Agreements (SLAs). Developed and implemented standardized communication protocols to maintain a consistent brand voice and ensure high-quality interactions across the department. Prioritized and delegated complex workflows in a fast-paced environment, balancing team capacity to maintain optimal response times and customer satisfaction scores (CSAT).

Customer Support Manager - Avantlights LLC - Remote

(2024-09 - 2026-04)

• Led and mentored a high-performing support team, ensuring all customer inquiries via email and chat were handled with professional excellence and met established Service Level Agreements (SLAs).
• Developed and implemented standardized communication protocols to maintain a consistent brand voice and ensure high-quality interactions across the department.
• Prioritized and delegated complex workflows in a fast-paced environment, balancing team capacity to maintain optimal response times and customer satisfaction scores (CSAT).
• Conducted rigorous ticket audits based on internal Quality Assurance (QA) guidelines to evaluate accuracy, empathy, and adherence to company policy.
• Identified recurring service bottlenecks and localized trends, collaborating with Product and Operations teams to implement long-term structural solutions.
• Facilitated regular feedback sessions and training workshops for staff based on QA findings to drive continuous improvement in resolution quality.
• Optimized the use of support platforms (Zendesk, Shopify) by implementing automated workflows, macros, and tagging systems to streamline ticket management.
• Served as the primary escalation point for high-priority or sensitive cases, negotiating solutions that balanced customer needs with business objectives.
• Maintained data integrity by overseeing the documentation of customer interactions, utilizing CRM analytics to report on team performance and issue resolution rates to executive leadership.

Team Leader - Cognizant Technology Solutions, Inc.

(2018-07 - 2023-11)

• Supervised and managed team members, monitoring performance metrics and providing constructive feedback to foster team development.
• Ensured adherence to quality protocols and compliance with industry standards through regular audits and training focused on environment testing.
• Implemented quality assurance processes and monitored compliance with policies and regulations, driving a culture of quality.
• Gathered and analysed performance reports, identifying trends and areas for improvement.
• Presented performance results to clients during business review meetings, effectively communicating team achievements and areas for growth.
• Planned and managed shift schedules, optimizing resource allocation to meet project demands.
• Identified and implemented process improvements, leading to enhanced efficiency and quality of service.

Quality Assurance Specialist - Cognizant Technology Solutions, Inc.

(2017-07 - 2018-07)

• Contributed to the design of call monitoring formats and quality standards, ensuring alignment with organizational goals.
• Reviewed call recordings to provide actionable insights to CSRs, enhancing customer service quality.
• Facilitated call calibration sessions with team members and management to align quality expectations.
• Compiled and delivered daily, weekly, and monthly quality reports, providing stakeholders with insights into performance metrics.
• Ensured timely and accurate resolution of member complaints, adhering to established CMS guidelines.
• Conducted root cause analysis on quality issues, implementing corrective actions to prevent recurrence.

Inbound Sales Representative II | Quality Assurance Specialist - Telstra powered by Teletech

(2015-11 - 2016-11)

• Handled inbound calls, emails, or messages from potential customers interested in products or services. Identified customer needs and applied sales techniques to close sales.
• Explained complex telecom products, features, pricing, and service options (e.g., internet packages, phone plans) to guide customer decisions.
• Maximized the value of each interaction by offering additional services, faster internet, or upgraded devices to existing or new customers.
• Addressed customer inquiries, resolved service complaints, and provided information to build rapport and trust.
• Managed account setup, placed orders, scheduled installations, and processed payments or contracts.
• Worked towards specific sales quotas (weekly, monthly, or quarterly).
• Conducted call monitoring to assess ISR adherence to quality standards and guidelines, providing constructive feedback.
• Delivered coaching sessions to ISRs and facilitated calibration sessions with Operations and Training teams.
• Generated detailed quality reports on a daily, weekly, and monthly basis, offering insights into team performance.
• Coordinated with team leads to discuss and clarify errors and quality issues, providing guidance for improvement.

Bachelor of Science - Civil Engineering - Technological Institute of the Philippines