Manager Customer Service
Resume:
Ma. Marie Shiela V. Vinluan
Address: * ******** ***********, ******* *****, Quezon City
Contact Number: 091*-***-****
Email: ******.*******@*****.***
* Team Manager with 5 years of experience in Business and Management Operations.
* Responsible for overseeing the day-to-day operations, floor management, team building,
operational management, Agent staffing/scheduling, reporting, with involvement in the hiring
process.
* Manages assigned agents to meet performance, quality, end-user satisfaction and hour’s goal
by providing guidance, support, and education according to company processes
* Coaches and counsel agents on their performance and offers sound recommendation to
improve results and standard KPI’s.
CORE PROFESSIONAL STRENGTHS
• Conducts regular performance management to improve challenged members of the team
• Consistently analyzes agent performance and develops action plans to bridge gaps
• Ensures development of agents in the team through education, motivation and
accountability
• Functions as an entity for call escalations
• Communicates updates to team members
• Ensures adherence to company and client set policies, procedures, standards, and
guidelines
• Executes disciplinary actions as necessary
• Takes the lead in launching program initiatives assigned by the company
• Performs other related duties and assignments as required and as assigned by manager
• Manage and strengthen Client Relationship
• Responsible for daily, weekly, monthly reporting to Clients as per their requirement
PROFESSIONAL EXPERIENCE:
TELETECH PHILIPPINES
3rd and 4th Floor, U.P. Ayala, Techno hub Quezon City
Team Manager (May 21, 2012- Feb. 5, 2014)
Bank of America
Customer Service/ Financial Account
NCO CLARK PHILIPPINES
NCO Clark Pampanga Business Center 4
Phil Excel Business Park Clark Freeport, Pampanga Philippines
Team Manager (January 26, 2009- March 18, 2012)
T-Mobile Communications
Prepaid and Gen Care/Sales
T-Mobile Communications German holding company for Deutsche Telekom AG's various
mobile communications subsidiaries outside Germany. Based in Bonn, Germany, its subsidiaries
operate GSM, UMTS and LTE-based cellular networks in Europe, the United States, and Puerto
Rico.
Various lines of business such as Prepaid were customer’s can manage their expenses by loading
their phones. Gen Care/ Sales gives a lot of option for the customer’s to choose from various
plans for their phones
SUTHERLAND GLOBAL PHILIPPINES
Berthaphil II, Berthaphil Compound, Jose Abad Santos, Avenue, CSEZ, Angeles City Pampanga
Dec.3, 2007- Jan.21, 2009
Technical Support Representative
Intuit Turbo tax
Turbo tax product is the easy and fastest way to get there tax
Preparation and we guide customers how to do their taxes the easiest
way.
Microsoft Zune
Zune is the product-line brand name for the Zune portable media players, Zune Software, and
Zune Marketplace services sold by Microsoft, which provides online music, video, and podcast
downloads.
United Online Retention
United Online, Inc. (Nasdaq: UNTD) is a leading provider of consumer products and services
over the Internet, where the company's brands have attracted a large online audience that
includes more than 60 million registered accounts.
Hughes Network Systems
Hughes Network Systems, LLC (HUGHES) is the global leader in providing broadband satellite
networks and services for enterprises, governments, small businesses, and consumers.
SITEL PHILIPPINES BAGUIO CITY
BCEZ Loakan Road., Baguio City
June11-Nov.15, 2007
Web.com Account
Technical Support Representative
A web hosting Company that provides general Information with regards
to companies policy and troubleshooting and creating websites, webmail
and email clients issues via phone calls and emails.
Greendot Corporation Account
Customer Support Representative
A Financial Account that deals with Debit cards we provide quality
customer satisfaction by
providing them their balances, reloading their account, monthly
deposit, and information on the benefits of a certain Debit cards.
ABS-CBN 94.3 My Only Radio for Life Dagupan City
Production Assistant/ Coordinator for Concerts and Events
2003-2007
EDUCATION:
Pangasinan State University
Lingayen Campus
Bachelor in Secondary Education Major in Social Studies
2003-2007
St. John's Cathedral School
Zamora Street, Dagupan City
1999-2002
Dominican School
Tapuac District, Dagupan City
1993-1999
CHARACTER REFERENCE:
Criselda Burgos
Operations Manager
Bank of America
Al Tarca
Team Lead
Bank of America
Karen Figueroa
Senior Operations Manager
Sutherland Philippines
Theresa Taruc
Operations Manager
NCO CLARK
I hereby certify that the information herein given by me are complete,
true and correct.
Contact this candidate