Senior Team Leader

Location:

Posted:

April 04, 2017

Mary Alexandra D. Agbon

091*-***-**** / acznm9@r.postjobfree.com

EDUCATION

World Citi Colleges 2009 - 2013

( BS Tourism )

Miriam College High School 2003 - 2007

Secondary Education

WORK EXPERIENCE / TRAININGS ATTENDED

NCO GROUP RMH

Agent May 2009 – Dec 2012

• Handled a telecommunications account, online shopping account w/ technical support

• Was also assigned to do reports and audits by the TL and OM

• Was also a Floor Walker and Trainer Apprentice

• Mentored and taught new hire's and tenured agents about the new updates/guidelines w/in the office

• Coached new and tenured rep's about their stats.

• Made daily reports using Word and Excel about the team stats.

VXI GLOBAL HOLDINGS

CCP ( Customer care professional ) May 2013 – August 2013

SME ( Subject Matter Expert September 2013 – May 2014

• Floor Walker

• Provides daily feedback/coaching one on one

• Sends reports to superiors via E-mail using Microsoft Word or Excel on a daily basis

Team Leader June 2014 – March 2016

• Manages a team ( 10 agents or more )

• Provides real time feedback regarding the teams daily weekly and monthly stats

• Provides weekly coaching / feedback 1-1

• Daily team huddles to provide new updates / company procedures

• Sends daily and weekly report to SDL ( Senior Development Leader ) and OM ( Operations Manager )

Senior Team Leader April 2016 – Present

• Manages Team Leaders w/ a headcount of 10 or more

• Does business review with the Operations Managers, Business leaders and Associate directors

• Ambassador for the Makati site of operations for updates about new processes and updates.

• Does a business review with the TL on a weekly basis.

• Does roleplaying with the TL to further develop their skills

REFERENCES:

Available upon request