Experience

More Telecom

• United States
• Movies, Videos, and Sound

• Operations Manager

  • Jan 2020 - Present

• Operations Manager

  • Jan 2020 - Present


Tangerine
• Canada
• Banking
• 700 & Above Employee
• Operations Manager

  • Jan 2020 - Present


Telcoinabox

• Australia
• Telecommunications
• 1 - 100 Employee

• Customer Assurance Operations Manager – Philippines

  • Apr 2018 - Dec 2019

• Customer Assurance Team Manager

  • Feb 2017 - Apr 2018

• Senior Provisioning Consultant

  • Dec 2015 - Jan 2017



Acquire BPO

• Australia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Team Lead

  • Apr 2009 - Dec 2015

  - Responsible for people development and alignment of goals to meet client objectives- Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports- Responsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary- Responsible for intraday and daily performance monitoring of a group of call center representatives or of a particular shift on the operations floor. - Responsible for completing client training and maintaining sufficient knowledge on all related continuous education- Responsible for supporting workforce required staffing levels to meet client service level requirements- Responsible for taking escalation of calls or requirements for supervisory assistance or support in resolving end user issues. Serves as a subject matter expert on client specific program. - Responsible for managing team meetings and participating in operations leadership meetings- Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information. - Responsible for use and training of call center tools related to performance monitoring and tracking. - Responsible for assisting in resolving conflict, issues related to payroll and other concerns. Show less

• Technical Support Specialist

  • Feb 2007 - Apr 2009

  - Provides concise, quality customer service in a professional, timely and courteous manner for the client’s project- Answers incoming customer inquiries promptly regarding the client’s services- Provides information to customers and assists or trains customers to use broadband services - Enhances customer relationship through identification of customer needs/opportunities- Responsible for answering incoming calls promptly and in accordance with established call-handling procedures Show less


Teleperformance Careers Philippines
• Technical Support Representative

  • Mar 2006 - Jan 2007