Melody Garnet Teo

I hope this message finds you well. I am writing to express my interest in the said Job Position. With several years of experience as an English communication skill trainer in a call center company, I am confident in my ability to contribute effectively to your team and drive operational excellence.

In my most recent role, I successfully led a team of employees, overseeing daily operations and ensuring that our service levels met and exceeded expectations. My responsibilities included managing workforce scheduling, implementing performance metrics, and developing training programs to enhance employee skills and customer service quality. This experience has equipped me with a deep understanding of call center dynamics and the importance of fostering a positive work environment to achieve organizational goals.

One of my key achievements was the implementation of a new quality assurance program that increased customer satisfaction scores. I collaborated closely with team leaders and agents to establish best practices and provide ongoing feedback, resulting in a more engaged workforce and improved performance. Additionally, I spearheaded initiatives to streamline processes, which led to a reduction in operational costs without compromising service quality.

I am adept at using data analytics to drive decision-making and continuous improvement. I was able to identify trends and areas for improvement, which allowed us to proactively address potential challenges and enhance overall efficiency. My strong communication skills enable me to effectively liaise between departments and ensure that all everyone are aligned with our operational goals.

Thank you for considering my application. I look forward to the opportunity to speak with you.

Call Center Manager| SGGURU VA CENTER

April 2018 – January 2024

Call Center Supervisor| ClicktoOutsource Inc. (BPO)

February 16, 2015 – February 16, 2018

Customer Service Representative (Supervisor)| People Support (BPO)

February 2013 – February 2015

Customer Service Representative (Supervisor) | Teleconnect Biz (BPO)

October 2008 - January 2013

DUTIES AND RESPONSIBILITIES

Develop objectives for the call center’s day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metric,s etc.)
• Assume responsibility for budgeting and tracking expenses
• Hire, coac,h and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling, and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting tim,e etc.)
• Prepare reports for different departments or upper management.
• Human Resource Management.
• Real Estate Management in Singapore Real Estate 
• Hiring, training, coaching, and leading call center representatives as they provide support for customers. 
• Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explaining expectations to employees.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
•  

TRAININGS AND SEMINARS

• Call center training courses and certification programs that focus on strategic value, operations management, people management, and technology. ICMI’s courses are expert-led and customizable to fit the needs of your team.
• Call center operations manager certifications can be a valuable asset for professionals looking to demonstrate their knowledge and skills in managing complex customer service operations. 
• Trainings instructor-led call center management training courses, including operations, supervision, metrics, quality, workforce management, strategy, and more.
• Seminar for guides on essential training for call center managers, enhancing leadership, efficiency, and customer satisfaction.
• Call center training programs covering customer service, workforce management (WFM), leadership development, contact center management, and more.

Bachelor of Science in Medical Technology

Silliman University, Dumaguete City, Philippines.

Started: 1999 

Graduated: 2003