Team Lead

Norma Louela C. Malig

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

Mobile: 091********

QUALIFICATIONS:

Excellent oral and written communications skills

Outstanding problem solving and decision making

Ability to prioritize and stay focused while dealing with multiple assignments and tasks

Can think out of the box and a people person

Handling of real time escalations and providing regular updates

EDUCATION:

College: University of Santo Thomas (Tourism)

High School: University of Santo Thomas (Payhigh)

WORK HISTORY:

September 26, 2017 – September 12, 2020

Inbound Sales Team Lead

AFNI PHILIPPINES

Sirius XM

From March 24, 2018 – September 12, 2020

Manage the performance of a team of customer service analysts.

Monitor and improve the performance of the team in terms of productivity, process adherence, and customer satisfaction.

Provide support to drive process improvement by conducting individual coaching and feedback sessions and periodic one-on-ones that focus on improving customer satisfaction.

Manage the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.).

Participate in all front-line activities to maintain/enhance knowledge of the product.

Keep a check on attrition and absenteeism.

Manage questions, escalations and concerns from Level 1 and Level 2 agents.

Cascade new information, updates and conduct team huddles.

Follow up and resolve escalated concerns to other groups/departments.

Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.

Take an extra mile to engage customers.

January 31, 2017 – September 4, 2017

Customer Advocacy Support Team

Reed Elsevier

Answers inquiries, concerns and request of clients regarding their account (service, billing inquiries)

Handles consumer public records report

Process consumer claims and files disputes if necessary.

March 7, 2014 – January 23, 2017

Customer Service Representative (Mar 7, 2014 – Apr 14, 2015)

Resolution’s Team (Apr 14, 2015 – July 7, 2016)

Subject Matter Expert (July 7, 2016 – Jan 23, 2017)

AFNI PHILIPPINES

Responsible in maintaining customer satisfaction for 2 US based Telco Companies (Sprint Postpaid and Verizon Prepaid).

Answers inquiries, concerns and request of customers regarding their accounts (service & billing inquiries, troubleshooting and product upselling)

June 16, 2006 - Dec 17, 2013

Entertainment Consultant & Technical Support Rep

CONVERGYS PHILIPPINES

Responsible in maintaining customer satisfaction for the no.1 Satellite Service Company in the US (DirecTV)

Answers inquiries, concerns and request of customers regarding their accounts (service & billing inquiries, troubleshooting and product upselling)

Was awarded top Entertainment Consultant for 2 consecutive years (2010-2012)

Worked as a Technical Specialist for AT&T (2009)

Oct 2001 - Mar 2006

Receptionist/Scheduler

ASIAN EYE INSTITUTE

Handles appointments of patients for each MD. See to it that schedules are properly implemented to avoid inconvenience both for the patient and the doctor concerned.

Coordinates with OR staff concerning schedules of operative procedures to avoid conflicts in dealing with patients.

Prepares a daily summary report of patients of all doctors as reference for patients flow of consultation.

Provide each MD a copy of their patient’s list for the day. Receives incoming and handles outgoing calls from patients requesting for an appointment.

In charge of decking patients for a particular a MD, whether by phone or walk-in patients.

Submit weekly and monthly report re:decking of walk-in/phone-in patients for marketing purposes.

Issuing appointment card for patients after consultation / follow-up is done.

Accommodates patients who come without appointments and fit them into the schedule or encourage them to re-schedule if they will not be accommodated

Jun 1998 – Jul 2001

General Manager

DIVINE’S LE CAFÉ

Responsible for the entire operation of the restaurant.

Food service operation and menu planning.

Handles all customer complaints and queries.

Ensure prompt, courteous and efficient service to customers at all times.

Check all supplies received by the restaurant are of good quality as per our standards.

Ensures the availability of stocks and prepares the necessary requisition forms.

Responsible for controlling dry / wet stocks, food and beverages.

May 1990 – Sep 1997

Card Sales Consultant

AMERICAN EXPRESS INTERNATIONAL

Look for prospective clients to be card members.

Answers queries from clients and see to it that they are satisfied with our services.

Handle minor complaints.

Submit weekly report to manager

Character References:

1. Jerome Villanueva - Previous Director at Afni SXM Inbound Sales- 099*-*******

2. Michael Lati- previous OM at Afni SXM Inbound Sales - 094********

3. Loren Alcala - Philam Life Financial Advisor - 0906-5033116Afni SXM Inbound Sales

Contact this candidate