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Customer Service Team Leader

October 03, 2016

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Perla P. Armia

Ph * B* L* Springtown Villas Subdivision

San Jose Del Monte,Bulacan, Philippines 3023

Mobile: 097********/090******** Email:

Work Experience


May 2007-Present

Communication Coach- UP Macys Credit

May 2016 to Present

Responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards.

Responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.

Team Leader POC for CSS-UP Macys Credit

March-April 2016

Universal Trainer/PRT Macys Credit

June 2014- March 2016

Conducted learning sessions for new hires, to equip them with the knowledge they need when they start taking calls after training.

Responsible in coaching specific trainees to improve performance.

Responsible in evaluating trainees based on their performance during training if they can proceed to operations or not.

Responsible in scrubbing daily time keeping for new hires while in training.

Account Specialist (Collector), Macys Credit

November 2013–June 2014

Provided customer service to customers who has past due accounts via different ways of communication (Outbound/Inbound/Offline )

Email Support Specialist, General Motors

February 2011- November 2013

Provided first level email support to GM customers.

Evaluates customers concerns if escalation or additional assistance is needed or not, occasionally requires calling customer after receiving and evaluating the email to ensure immediate feedback.

Customer Service Specialist, AT&T (Prepaid Account)

Provided customer service to prepaid account customers by giving them assistance in activating their new mobile number.

Provided basic troubleshooting steps when customers encountered problem with their mobile device or with a specific applications on their mobile phones.

Responsible in explaining billing and promo inquiries as well as determining if escalation or additional assistance is needed.

Customer Service Specialist, DIRECTV

Handled simple to complicated billing concerns from customers.

Handled basic troubleshooting over the phone

Responsible in sending real time escalations related to the product and service.

Certifications Received /Trainings attended:

Convergys English Evaluation Tool (CEET)

September 2015

Team Leader Onboarding (TLOB)

April 2015

Trainer 101

July 2015

Convergys Leaders as Coaches 1

February 2015

Introduction to Coaching

February 2012


Bachelor of Arts in Communication Arts, Major in Speech Communication. University of the Philippines

Los Baños Laguna. Undergraduate.

Personal Information

Birth date: February 01, 1985

Birth Place: Valenzuela City, Philippines

Height : 4’11

Citizenship : Filipino

Civil Status : Married

*Character References to follow

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