Experience

iConnect Convergence Inc.

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Team Manager

  • Jun 2014 - Present

  Team Manager at ABSCBN ICONNECT CONVERGENCE INC. * Met with clients to maitain communications to enhance team's execution on new products. * Monitored incoming calls and provided feedback to associates to improve quality of service.* Led employee relations through effective communication, coaching, training and development.* Identified and corrected deficient performance and behaviors to achieve maximum productivity* Resolved customer issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.



TeleTech Philippines

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Manager

  • May 2012 - Feb 2014

  Team Manager Teletech Philippines * Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs* Met with clients to maintain communications to enhance team's execution on new products* Led employees through effective communication, coaching, training and development. * Approving payroll adjustments and time cards* Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.* Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.



NCO CLARK PHILIPPINES

• Team Manager

  • Jan 2009 - Mar 2012

  Team ManagerNCO Clark Phil. * Monitored metrics and marketing investments to assess performance and implement continuous improvements.* Call Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. * Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.



SUTHERLAND GLOBAL PHILIPPINES

• Technical Support Specialist

  • Dec 2007 - Jan 2009

  Technical Support Representative* Configured hardware, device and software to set up work stations for employees.* Activated accounts for clients interested in new services* Assisted customers with product selection based on stated needs. Technical Support Representative* Configured hardware, device and software to set up work stations for employees.* Activated accounts for clients interested in new services* Assisted customers with product selection based on stated needs.