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Team Leader Customer Service

Guangzhou, Guangdong, China
October 01, 2016

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Jonas Arcenal

Rm. **** No. ***-* Jiahe Yuan, Dongfeng Xi Road, Guanghou, China

: +86-159******** :



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.


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,


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.


AMA Computer


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.

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