Customer Service Manager
Resume:
ANTONIO BEGUIRAS
Mobile: 091********
Unit ** Dra. Aguilar Bldg. Esteban Street, Highway hills, Mandaluyong City
Email: **************@*****.***
Objective:
PROFILE:
To secure a position that will enable me to use my strong organizational skills, leadership skills, educational background and ability to work well with people
Eleven years’ worth of experience in providing high level customer service satisfaction in a busy, high volume call center financial industry; completed trainings to learn ways to enhance customer satisfaction, leadership skills and improve productivity; strong leadership skills demonstrated by being a Team Manager for 6 years; an unwavering commitment to handle a team (agents), with the ability to build productive relationships and resolving complex issues to win customer's loyalty and trust.
QUALIFICATIOS:
Leadership and Management Skills
●As a coach for 6 years; I was able to take up trainings for leadership and management for team level. I had courses taken through SITEL University through web ex sessions and onsite trainings. I lead by example with the other coaches in the business unit. I was able to help other coaches that are starting up with their career.
Ability to achieve target metrics & set goals in a time constrained environment
●As a coach I have been very particular with my metrics by foreseeing possible situation and carefully planning ahead before the month starts. Take the lead role in assessing, handling, and resolving critical business issues raised during operations. I have been consistently hitting goals month over month and even more exceeding it.
Initiative
●Ever since I started working as a coach; I always make sure that I work as a team player; I extend help to other coaches and share my best practices in handling a team. I offer myself to attend and participate with meetings and client interaction.
Versatility and adaptability
●As part of the management team, I have very good understanding of the nature of the business. I have been assigned to different shifting schedules and managed a team with an opener to closer schedule, however still able to meet the standards.
Knowledgeable in MS Office applications
●Exposed to MS Office applications especially MS word / Excel/ PowerPoint.
Motivated
●With the motivation that I have now, I am focused with my job, I set up my goals and make sure that by the end of the day these goals will no longer be my goals, but will be part of my achievements.
Work Experience:
Sitel Philippines
CAPITAL ONE – FRAUD TRANSACTION/ Team Manager (Fraud Department)
February 2016 – present
●Manage a team of approximately 15 to 20 CSP and ensure that all key metrics of performance as per clients SLA are met and exceeded
●Manage and strengthen client relationship and reduce stickiness through overall management expectation.
●Act as a first level of escalations and resolve all people issues within the team through regular feedback, one on one’s and team meetings.
●Effectively train and mentor all team members on existing processes and new processes ensuring high level understanding.
●Institute creative and innovative RnRs for enhancing team performance and motivation
●Lead associate from where they are and where they want to become.
●Manage team performance and responsible for overall team development
●Always make sure that agents are well equipped in terms of product knowledge, familiarity with the system and how to handle calls efficiently to provide excellent customer service.
●Data analysis to make sure team performance consistency.
●Responsible for managing people metrics within the team like attrition, absenteeism, break adherence, etc.
●Responsible for daily, weekly, and monthly reporting to clients as per their requirement.
Sitel Philippines
CAPITAL ONE - TSC TRANSACTION SUPPORT CENTER/Team Manager (Dispute Department)
September 2012 – present
●Lead team to achieve business goals
●Effectively train and mentor all team members on existing processes and new processes ensuring high level understanding.
●Provide quality leadership by treating agents as an individual
●Perform quality audits and reporting
●Lead associate from where they are and where they want to become.
●Always make sure that agents are well equipped in terms of product knowledge, familiarity with the system and how to handle calls efficiently to provide excellent customer service.
●Data analysis to make sure team performance consistency.
●Handles Documentations and other paper works.
Sitel Philippines CAPITAL ONE-TRANSACTION SUPPORT CENTER/ QUALITY ANALYST (Dispute Department)
March 2012 – September 2012
●Perform quality audits and reporting
●Prepare and submit Mid-Week and Final Reports to the OM for BU report.
●Audit and coached the bottom performers.
●Doing Call Calibration with the Coaches and OM for everyone to be aligned with the process.
●Attend and Manage Business Intent Meeting and Call Calibration with Clients
●Act as POC if QA Lead is out.
Sitel Philippines CAPITAL ONE – Card Reaserch Center and Transaction Support Center – Mentor (Subject Matter Expert)
August 2010 – March 2012
●Act as a supervisor when the supervisor is out or on leave or if there's no available supervisor to handle the team.
●Buddy up with team leader, act as an assistant coach.
●Audit and coached agents for quality assurance.
●Train newly hires. Identify training needs by ensuring gaps are successfully addressed before endorsing them to production.
●Do floorwalk and assist agents for their questions and concern
●Take Escalated calls and Commendations
Sitel Philippines CAPITAL ONE Core Servicing (General Customer Service Department) and CARD RESEARCH CENTER – Customer Service Professional
September 2008 – August 2010
●Answer inbound calls. Provide the highest level of customer service to all Capital One US customers, ensuring their needs are met to win customer's loyalty and trust.
Education:
College
School: Bicol University College of Science
Course: BS Com. Sci
Year: 2004-2008
High School
School: Zamora Memorial College
Year: 2000-2004
Elementary
School: Bayandong Elementary School
Year: 1994-2000
Achievements:
●Top Coach – October 2018
●Top Coach – July 2018
●Top 1 Coach - June 2018
●Top 1 Coach - Q1 2018
●Top 1 Coach - January 2018
●Top 2 Coach - Q4 of 2017
●Top 1 Coach - November 2017
●Top 1 Coach - June 2017
●Top 1 Coach – January 2017
●Top 1 Coach - Quarter 2 of 2016
●Top Coach - Q2 2015 Sitel Passion Awardee
●Top 2 Coach – June 2016
●Top 1 Coach – April 2016
●Top 1 Coach - Quarter 2 of 2015
●Top Coach - Q2 2015 Sitel Passion Awardee
●Top 1 Coach for June 2015
●Top 2 Coach for May 2015
●Top 5 Coach for April 2015
●Top 1 coach - Quarter 2 of 2014
●Top 1 Coach for July 2014
●Top 1 Coach for January 2014
Character Reference will be given once requested.
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