Jonas Arcenal
Rm. **** No. ***-* Jiahe Yuan, Dongfeng Xi Road, Guanghou, China
: +86-159******** : acwu5i@r.postjobfree.com
: https://cn.linkedin.com/in/jonasarcenal
Objective
To secure a position as a Team Leader or any related position with a respected employer in a Call Center or Business Process Outsourcing industry.
Experience
2007 – present Team Leader HKT Teleservices (Former PCCW Teleservices) Guangzhou, China Monitors operations is running smooth and meeting daily KPI
Arranges manpower scheduling to cover a 24/7 service availability
Motivates, reviews performance, and coaches agents
Independently implemented an operations arrangement within the team to have the calls overflow to other skill languages in order to minimize our abandon rate
Developed low English speaking staffs to confidently answer English speaking customers
Nov-Dec 2006 Consultant – Direct Sales (Time-Share Club) Royal Bali Beach Club Bali, Indonesia Provided P2P sales to vacationing tourists on club properties 2003 - 2006 Team Leader (Coach) Sitel (Former ClientLogic Philippines) Ortigas Center,
Philippines
Monitored and maintained team's quality of service
Maintained team performance metrics
Motivated staff by reinforcing the company’s core principles
Started as a frontline agent and was promoted to different levels before taking up the team leader role.
Education
AMA Computer
University
Bachelor in Science Major in Information Technology (BSIT) - Incomplete Philipinnes Continuing education through Online Education System; will accomplish in early 2017.
Skills and Competencies
Proven adaptability and flexibility in working in a multi-cultural environment.
Has initiative to make critical decisions and can work independently under pressure.
Proficient in Word, Excel, and PowerPoint.
Vast experience in Call Center team management and Call Center tools (i.e. CMS, etc.)
More than 12 years in the call center industry.
Willingness to take up special tasks and learn new things.