Team Leader/ Supervisor
SPI Global CRM
Total years of experience :11 years, 5 Months
August 2014 to October 2015 (eMail Support)
December 2009 to July 2014 (Chat Support)
December 2007 to November 2009 (Voice Support)
• Successfully managed the activities of 12-20 team members.
-Monitors productivity of the team and entire group through real-time monitoring.
-Ensuring proper coordination of work shift flow for adequate staffing and ensuring continuity of operations.
-Ensure compliance to the company’s code of conduct and all existing company policies. Issue disciplinary actions to team members when necessary.
• Developed team members' potentials through, training, coaching and career guidance.
-Guides team members to ensure the team is properly equipped with needed knowledge and skills.
-Conducts various developmental activities to strengthen the teams’ performance.
-Facilitate training/team meetings to communicate most recent product updates and recommend practical skills for effective execution of member roles.
-Communicates organizational and developmental changes to the group.
-Administer spot checks and retention quizzes to ensure product competency.
-Prepare monthly scorecards which include discussion of action and development plans when necessary.
-Develop and recommends members for regularization and/or promotion.
• Provided a high level of product and leadership support to representatives and clients.
-Ensure quality by monitoring calls, chats and emails and providing feedback.
-Motivating members and resolving conflicts among team members.
-Initiates activities that will build team camaraderie and promote team work.
-Addressed negative customer feedback immediately.
-Resolved escalated customer questions, issues and complaints.
• Contributed to business development plans to improve quality and efficiency and increase customer satisfaction rate.
-Develop a feedback process to immediately address low CSAT scores or negative customer feedback.
-Recommend agent development plans to improve performance.
-Data collection and analysis to conceptualize and implement plans to consistently improve performance.
-Collaborates with various departments and clients during meetings to ensure the team’s alignment with processes, product updates and action plans.
• Performed administrative tasks to help organize records and provided support for recruitment.
-Interviewed, hired and trained new quality customer service representatives.
-Maintains and organizes agent records including time reports for payroll purposes.
-Performs additional clerical tasks when necessary.
• Provided support by responding to agent inquiries and takes customer service escalations.
• Shared inputs and feedback to operations by tracking and identifying areas of improvement.
• Assumed a team leader responsibility when assigned for team coverage.
• Taking directions from the Training and Development department to conduct hands-on training to new employees.
• Develops materials useful for guiding new employees to perform their task properly.
• Observes and Monitors calls to evaluate performance of team members.
• Provides feedback based on observations.
• Responds to customer service calls apply and share best practices to new members.
• Launched a project for sales activation calls.
• Respond to calls and provide product information to new customers to generate sales.
• Conducted actual call sampling and discussed best practices for trainees.
Resolved customer questions, issues and complaints about billing, programming and promotions through phone.
Completed a social science program that combines economics, political science and cultural studies that equipped me with the understanding of theories and the skills in the social, economic, political and cultural development of people. Developed skills in research and have been immersed in local Filipino communities to better understand the hindrances in development and find a recommendable solution for their advancement.