EcE Leadership Technical Support Customer Service Back Office

Lyra H. Siguiente - Coronel

Unit **** Tower * SM Light Residences EDSA cor. Madison St.

Barangka-Ilaya, Mandaluyong City, Metro Manila 1550

+639**-***-**** / (02) 8637-1190

****.*********@*****.***

Experience

Concentrix, SLC Makati City

Team Leader – Rakuten Overseas Sales (June 2019 – January 2020)

-Led a B2B account sourcing US merchants through email and voice to join Rakuten Japan’s e-commerce platform.

-Updated lead information in Salesforce thru web research.

-Consistently met CV expectations with goal attainment above 140%.

Team Leader – Rakuten Helpdesk (August 2018 – June 2019)

-Led a process optimization group of Rakuten’s Corporate IT Department responsible for creating daily, weekly, monthly and quarterly reports.

-Helped in creating / updating FAQs, KB articles and Support flow manuals.

-Conducted quality and accuracy check of reports done by the team.

-Conducted weekly review with the client regarding status of tasks, performance of the team.

-Conducted soft skills training to enhance agents’ basic communication skills when interacting with clients.

-Consistently met and exceeded expectations on CV and Attrition for 2018 up to LOB sunset in June 2019.

Team Leader / Program Lead – Mindspark / Slimware Customer Support (November 2015 – August 2018)

- Acted as Program Lead (April 2017 – August 2018) and was able to continue good performance of the program on Client Value Metrics and met Quarterly Performance Review pass rate of direct reports.

*Quality score for 2018 closed at 98.14%% vs goal of 90%.

*SLA for 2018 closed at 95.63% vs goal of 85%.

*ACD for 2018 closed at 5.78 vs goal of 4.25.

- Conducted weekly review with the client on program status and performance.

- Prepared the weekly and monthly billing report of the program.

- Coordinated with the workforce management team and the client regarding staffing, shrinkage, utilization and scheduling.

*2018 Attrition closed at 0%.

- Provided weekly audits / evaluations of email and voice handled by Support Professionals and calibrated with the client and the quality team.

Team Leader – Dell Technical Support Voice Operations (February 2010 – November 2015)

- Provided supervision and management through performance coaching, training and service observes with real-time feedback.

- Provided real-time mentoring to Support Professionals by providing guidance in solving customer issues on computer hardware and software, handling customer escalations.

- Provided administrative assistance on attendance monitoring, timecard management, other employment concerns.

- Prepared annual appraisal of Support Professionals

- Collaborated and calibrated with the quality team and the client thru weekly call evaluation and calibration.

- Conducted final interviews for job applicants endorsed by the recruiting team.

Resolution Specialist / SME – Dell Technical Support Voice Operations (September 2006 - February 2010)

- Technical mentor to Level 1 technicians. Provided real time assistance to Level 1 technicians.

- Formulated and conducted training to Level 1 technicians. Handled escalated issues.

- Created and presented reports about team metrics to Team Leader and Technical Officers.

Technical Support Representative – Dell Technical Support Voice Operations (March 2004 - September 2006)

- Handled Tier One Calls, provided Technical Support for Dell desktop systems and portables.

Prudentialife Plans Inc., Makati City

Credit and Collections Clerk (November 2003 – March 2004)

- Provided notification to customers with delinquent accounts.

- Assessed account disputes and billing discrepancies.

Education / License

AMA Computer University, Makati City (1997 – 2002)

Bachelor of Science in Electronics and Communication Engineering

Electronics Engineer (ECE No. 029343)

Date of Exam – April 2003

Awards / Recognition

- Consistently rated Exceeded Expectations in the company’s annual performance review for the past 5 years.

- Awarded Best Team Leader 8 times.

- Awarded Team Manager with Zero Attrition.

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