Customer Service Team Leader

RESUME

Mark Vincent Delute Urbina

Unit #** Avocado St. Phasco, Tablon Cagayan de Oro City

Contact No: +639*********

Email: **********@**************.***

PROFESSIONAL SUMMARY :

Experienced and motivational Call Center Team Leader knows how to inspire team members to reach sales goals in the pursuit of overall company objectives.Has excellent supervisory and communication skills.

CORE QUALIFICATION

Strong sales track record

Good motivational skills

Excellent supervisory abilities

Tracks and monitors calls

Initiates discipline when warranted

Completes all required paperwork and documentation

“Yellow Belt” Six Sigma Certified

EXPERIENCE:

Technical Support Team leader March 2015 to September 2016

Convergys

Cebu City, Philippines

Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.

Manage team performance and responsible for the overall development of the team.

Manage a team of approx. 8 to 10 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded

Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.

Motivated team to meet monthly goals and beat other teams in the Center.

Team Leader, Operations November 2017 to February 2019

EXL Service Philippines Inc.

Cebu City, Philippines

Address claims related issues, concerns and escalations from insurance providers and/or members

Manage team workload distribution and structure to ensure consistent good performance

Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.

Account Expert Representative March 2019 to April 2020

Teleperformance

Cagayan de Oro City

Provides astounding customer service thorough effective and timely resolution of various customer inquiries and concerns.

Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances.

Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service.

Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile

policy.

Approaches each call with a “cando mindset’ and treats each customer with respect, courtesy, and a genuine desire to help.

Customer Care Ambassador – 2 July 2020 – August 2021

Support Zebra

Cagayan de Oro City

Assist customers by effectively listening, understanding the reason for their inquiry, providing technical assistance, setting customer expectations, and proposing options for resolution which are in the best interest of the customer, our vendor, and our business.

Responsible for assisting both internal and external customers with daily Customer Service of service parts. This includes the ability to help determine the correct part that customers require utilizing parts manuals, equipment schematics, etc. Ability to communicate effectively in varied situations and take ownership.

Provide a "WOW" customer experience on each interaction whether with a customer, vendor, or a co-worker (phone, e-mail, and/or live chat).

Wheels And Tires Escalation/Manager September 2021 – Present

Support Zebra

Cagayan de Oro City

Performs both inbound and outbound support for escalated customers via phone and email to de-escalate and manage challenging situations and circumstances

Works independently to provide best in class customer experience by quickly and thoroughly addressing escalated customers’ concerns

Works with customers to resolve any difficulties or complaints by offering exceptional customer focused solutions and demonstrating an elevated level of attention, care, and follow through

Assists customers who have contacted the BBB and ensures the customer understands they are being taken care of by a Senior Advocate who will see their issue through to resolution

Stays in contact and follows up consistently to ensure quick resolution but also to establish trust and repair our relationship with the customer

Researches and meticulously documents the customer’s issue, desired resolution, and any other needs or considerations

Reviews customer communications such as calls, emails, and chats and makes sure internal notes are up to date and contain adequate detail

Prepares and submits public BBB complaint and review responses

Works with other internal teams as necessary to assist with ensuring actionable feedback is properly addressed

Attends and participates in weekly video meetings including team meetings, coaching sessions, touch bases, and other trainings as schedule

PERSONAL DATA:

Age : 32 years old Gender: :Male

Birthday : December 4, 1990 Birthplace : Cagayan de Oro City

Status : Single Religion : Roman Catholic

Height : 5’7 ft. Weight : 75 kls.

Nationality : Filpino

QUALIFICATIONS:

Degree : College Graduate, 2010

Field of Study : Bachelor of Science in Marine Engineering

School : Capitol University, Cagayan de Oro City

CHARACTER REFERENCES:

Mr. Shalimar Abago Ms. Marife Polo

Training and Development Manager Operation Manager

Randstad-Australia EXL Services Philippines Inc.

Ms. Tsai Lim Trecelito Tamayo

Director Account Manager 2

Convergys Cebu Philippines SupportZebra Inc

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