Customer Service representative

ZIEGFRED M. YLAGAN

*** *** ****** * *********, Saskatchewan S0J 2M0 PO BOX 172

(: +1-780-***-****, *: *********@*****.***

** ***** ** ********** ********** in customer service, restaurant operations and administrative tasks. Possessing a strong fundamental understanding of “how things work” and the ability to implement management processes where none exists. Excellent in communication and able to work closely with cross-functional teams, upper management and key stakeholders.

ACADEMICS

MASTER OF BUSINESS ADMINISTRATION (2001)

Specialization: Business Management

University of Santo Tomas, Manila, Philippines

BACHELOR OF SCIENCE IN BUSINESS (1997)

University of Santo Tomas, Manila, Philippines

TRAININGS

Ethical Sourcing & Corporate Responsibility

Accent Leadership Training

Mentoring and Effective Leadership

COPC Training

Project Management

RELATED EXPERIENCE

OPERATIONS MANAGER/OWNER (JAN 2017 – APRIL 2019)

NKM GROCERY

Manages daily operations which include cash flow, monitoring of product displays stock inventory

Teaching excellent customer handling to have a flow of loyal customers

SUPERVISOR, 247 INC ( February 2014 – Nov 2016 )

Collaborates with other departments such as Quality to improve issue resolution and provide excellent customer service

Manages supervisory calls by teaching customer service agents the right way of handling calls

Conducts daily meetings to give client and company updates and highlights excellent performance of customer service agents

Monitor employee performance standards, and take appropriate corrective action in order to meet or exceed standards

Doing effective and efficient coaching to agents through call listening and quality calibration in pursuit of excellent customer service

SUPERVISOR, ACCENTURE, HEALTH CARE BACK OFFICE (Oct 2012 – Dec 2013)

Handling a team of 25 customer service agents handling back office operations

Handles program reports and client interactions

Conducts team meetings and program updates for all teams

TEAM MANAGER, INBOUND SALES (Nov 2009 – July 2012)

IBM Daksh

Creating a career path for customer service representatives and Subject Matter Expert to supervisory roles by conducting coaching sessions and coordinating with training department

Monitors the individual performance by having one one one coaching sessions which includes listening to good and bad calls

Coordinates with Quality department by having weekly coaching sessions to make sure agents are providing excellent customer service

STREAM GLOBAL SERVICES, SENIOR SUPERVISOR, INBOUND, OUTBOUND SALES AND CUSTOMER SERVICE PROGRAMS (Sept 2003 – Nov 2009)

Motivator and coach for customer service representatives

Trains the right way of customer handling by doing call modeling and listening to individual’s calls

Conducts goal setting start of each month and performance management

Handles program activities such as fun days to promote camaraderie

SUPERVISOR, GLOBALSTRIDE, (Nov 2000 – Sept 2003)

Conducts effective teaching, counseling and coaching sessions

Monitors shift reports in making sure it is complete and accurate

Oversees team meetings to make sure agents are aware of team performance

CREDIT ASSISTANT, SMART COMMUNICATIONS, (April 1999 – Jan 2000)

Replies to clients letters of complaint through a professional and understanding manner

Responsible for phone inquiries

Plans and oversees department fun activities to promote camaraderie

TRAINEE MANAGER, KENTUCKY FRIED CHICKEN, ( June 1998 – Feb 1999)

Handles the staffing and scheduling of crew members to make sure of business continuity

Conducts daily checks on equipment and preparedness of crew to assure high audit score

Motivates crew by making sure they have the equipment to do their job and personal issues are resolved

JUNIOR METHODS ANALYST, FILINVEST ALABANG INC ( July 1997 – May 1998 )

Crafted the HR policies and procedures across all departments from hiring to turn over to respective departments

Crafted the leasing procedures for mall and office operations

PROFICIENCIES

Microsoft (Word, Excel, PowerPoint, Outlook)

Google Suite (Gmail, Cloud)

WHAT I BELIEVE

I believe that there is always a better way to do things. I believe in sharing of best practices so that everyone will succeed. Coordinating and collaboration with other departments promotes family connections and success stories. Lastly, I strongly believe in work, life and balance to have a healthy and happy life.

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