Customer Service Team Leader

Lovely Dee Agaton-Sumayang

Team Leader at Wipro

+63-949******* **********@*****.*** 34 years old Cebu City, Central Visayas

Previous

Team Leader

Teleperformance

Education

St. Scholastica's College Of Health And Sciences

Bachelor's, Nursing (2006)

Nationality

Filipino

Experience

March 7 2015 to Present

September 2015 to present

February to September 2015

December 2013 to September 2015

May 2013 - December 2013

(7 months )

ESL Teacher

Hegemony

Teach Korean the English Language through Skype.

Improve the English reading and speaking skills of students of diverse ages and background.

Team Leader

Wipro

Retail Account

Responsible for managing a team of associates.

Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, and asses customer’s needs.

Motivating associates through effective management, career development and implementation of reporting mechanisms.

Liaison with other areas of the company affecting technical support.

One on one Relationship management.

Analysis of reports including process dashboards and team performance reports.

Initiate appropriate action plans and trainings.

ESL Teacher

51 Talk

Teach Korean the English Language through Skype.

Improve the English reading and speaking skills of students of diverse ages and background.

Create Lesson Memo after class.

Team Leader

Teleperformance

Financial Account

Serves as mentors and coaches to the reps on the floor and act as a first point of escalation for client specific issues. Serves as a backup point of escalation when Subject Matter Experts are not available.

Maintain a high level of proficiency with regards to client’s services, policies and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client specific information. Provide clarifications and guidance to enhance client specific understanding.

supervise all agents within the team

Monitor the agents on the floor

Provide weekly specific performance feedback

Work with agents to achieve development objectives and performance targets.

Team Leader

Taking You Forward

Motivate and inspire the team to go beyond their potential.

Improving the team and facilitating the communication among the members of the team.

Meeting and exceeding departmental objectives including targets.

Creating sense of ownership within the employees and resolving employees issue if any.

Monitoring, organizing and coaching the team on a day-to day basis.

Ensuring that the employees should follow their team schedule as it should be.

Striving for new ways to continually boost performance and or productivity and provide opportunities for growth.

Handling escalated request, complaints, questions, and queries as necessary.

Floor support, management by walking and providing a positive environment for agents to close a sale.

Handle the queue when necessary.

Ensure that the fresh sales from agents are handled and assisted.

Review and assist customer escalated calls from sales; billing and technical department.

Take in calls to save complaints against agents.

Monitor the queue.

May 2012-April 2013

Insurance Adviser

Manulife

Insurance Agent Job Purpose: Provides service to clients' changing insurance needs by selling life, health, and disability insurance.

Insurance Agent Job Duties:

Develops base for long-term sources of clients by using referrals, occupational, and special-interest groups to compile lists of prospects.

Approaches potential clients by utilizing mailings and phone solicitation; making presentations to groups at company-sponsored gatherings; speaking publicly to community groups on the subject of financial well-being.

Determines clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals.

Develops a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation.

Obtains underwriting approval by completing application for coverage.

Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs.

Provides continuing service by providing direct deposit forms; processing changes in beneficiary and policy loan applications.

Provides death benefits by delivering policy proceeds; reassessing client needs.

Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Oct 2009 – May 2013

(3 years 7 months ) Sales and Customer Service

Convergys

Interact with customers to provide information in response to inquires about products and services

Identify, research, and resolve customer issues

Research misapplied payments.

Recognize, document and alert the supervisor of trends in customer calls.

Upsell products and services.

Respond to customer inquiries and problems by providing information or directing requests to others who can supply the necessary information or service

Other duties as assigned.

November 2007 - Oct 2009

(2 years 9 months )

Financial adviser(Customer Service Representative)

Eperformax contact center

Expected to provide superior customer service

Identify, research, and resolve customer issues

Follow-up on customer inquiries not immediately resolved.

Research billing issues.

Research misapplied payments.

Up sell products and services.

Do balance transfers.

May 2006 – July 2007

(1 year 2 months)

Project Coordinator

Toplis Solution

Dealing with project related inquiries and activities

Proactively coordinating projects and acting as central point of contact for the project team including clients, facilitators and project assistants.

Actively managing project contracts, finances and personnel to ensure projects are delivered within time and budget.

Managing project assistance in their day to day work.

Respond to customer requests, answers questions, and handle customer problems in a direct manner, treating the customer with dignity and a positive attitude

Refer customer complaints and problems immediately

Monitoring, organizing and coaching the team on a day-to day basis.

Ensuring that the employees should follow their team schedule as it should be.

Striving for new ways to continually boost performance and or productivity and provide opportunities for growth.

Handling escalated request, complaints, questions, and queries as necessary.

Education

2006

St. Scholastica's College Of Health And Sciences

Bachelor's/College Degree in Nursing Philippines

Associate in Health And Sciences Education

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