Team Lead - IntouchCX PH
(2024-07 - 2025-11)
- Led a team of 15+ members, ensuring project completion within deadlines and quality standards.
- Conducted staff meetings to delegate tasks, manage priorities, and resolve conflicts.
- Monitored team performance and implemented corrective actions to improve efficiency.
- Resolved complex customer inquiries, disputes, and complaints.
- Facilitated open communication and collaboration for effective problem-solving.
Real Time Analyst - IntouchCx PH
(2021-07 - 2024-07)
- Monitored KPIs including call volume, agent adherence, and service levels in real-time.
- Adjusted staffing and schedules to meet operational goals and manage unexpected changes.
- Generated daily and interval performance reports for management review.
- Provided insights to improve operational processes and service delivery.
Team Lead - IntouchCX PH
(2020-07 - 2021-07)
- Led a team of 15+ members, ensuring project completion within deadlines and quality standards.
- Conducted staff meetings to delegate tasks, manage priorities, and resolve conflicts.
- Monitored team performance and implemented corrective actions to improve efficiency.
- Resolved complex customer inquiries, disputes, and complaints.
- Facilitated open communication and collaboration for effective problem-solving.
Subject Matter Expert - IntouchCX PH
(2019-03 - 2020-07)
- Provided guidance and expertise to team members to ensure accuracy in operations.
- Facilitated training sessions and performance improvement plans.
- Collaborated with cross-functional teams for process efficiency and problem-solving.
Customer Service Representative - IntouchCX PH
(2019-03 - 2020-07)
- Managed inbound customer inquiries via calls, emails, and chat.
- Resolved complaints and provided product support to ensure customer satisfaction.
Service Activation Consultant - Stellar Philippines
(2017-07 - 2018-01)
- Assisted field technicians with activation, troubleshooting, and system tasks.
- Conducted back-office checks for serviceability and double orders.
Customer Service Representative - EGS Alorica
(2016-07 - 2016-11)
- Assisted customers with account inquiries, product/service questions, and complaints.
- Upsold services and contributed to team performance goals.
Customer Service Representative - The Results Companies
(2014-02 - 2014-12)
- Assisted customers with account inquiries, product/service questions, and complaints.
- Upsold services and contributed to team performance goals.
Customer Service Representative - Garrett & Talon Inc
(2013-01 - 2013-09)
- Conducted outbound calls to partner florists to secure fulfillment and timely delivery of customer flower arrangements placed via phone orders and the company website (justflowers.com).
- Receive incoming calls from florists/customers and answer their questions and concerns regarding an order.
Customer Service Representative - Hinduja Global Solutions
(2011-04 - 2012-04)
- Collated risk assessments, provided safety guidance, and supported collision risk mitigation.
