Judel Morales

*** ** ****** ******, ********

Village, Brgy. Pasong Tamo,

Quezon City 1107

+63-977-***-****

ac6cs4@r.postjobfree.com

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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