Manager Sales
Resume:
Judel Morales
*** ** ****** ******, ********
Village, Brgy. Pasong Tamo,
Quezon City 1107
**************@*****.***
EXPERIENCE
Telus International (Voxpro), Taguig, PH T eam Lead JULY 2017 - PRESENT
Manage a team of 15-20 Customer Experience Specialists (CX) for a Travel App program.
Part of the Operations Interview process
Handled a class for a technical program as well as a TQL Sutherland Global Services, Q uezon City, PH Team Manager
APRIL 2016 - FEBRUARY 2017
Handled 15-20 agents for a Retention account (Fitness program) Sitel, P asig, PH C oach
DECEMBER 2015 - APRIL 2016
Handled 15-20 agents for an Ireland based telco company specializing in sales.
Concentrix, Quezon City, PH Deputy Manager
MAY 2014 - DECEMBER 2015
Handled 10 SMEs (Subject Matter Expert) for a Telco Sales account. Handled a special project for Sales and Engagement Prior to handling a sales program, handled a technical support account for a major smartphone player in Taiwan handling NA clients. Served as client point of contact as well.
Sutherland Global Services, C avite, PH Team Manager JUNE 2010 - MAY 2014
Handled 15-20 agents for a smartphone technical support account. Used to handle the Quality audits as well prior to handling a team. SKILLS
Call center management
Coaching and development
Performance Management
Employee Engagement
MS office
Training and Quality
AWARDS
Top Team Manager, Voxpro -
Telus
October 2017
November 2017
December 2017
Employee of the month,
Sutherland Global Services,
August 2012
November 2013
LANGUAGES
English, Filipino
24/7 Customer Philippines, Makati, PH C SR
JULY 2009 - APRIL 2010
Took calls for a UK based Telco
Sutherland Global Services, M akati, PH CSR
NOVEMBER 2007 - APRIL 2009
Took calls and email queries for an NA/AU based account - an online payment company
EDUCATION
AMA University, Quezon City A BEnglish
November 2016 - present
Polytechnic University of the Philippines, Manila ABEnglish
JUNE 2004 - MARCH 2006
Undergraduate
PROJECT/S
Repair Process Documentation Concentrix (2014) Documented client process for easier understanding and implementation on the account
Account Launches Concentrix (2014-15)
Part of the core team who launched two program start ups.
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