Senior Team Leader

Karen E. Evangelista

** - * ***** ******* **** Sacred Heart Kamuning Quezon City

Mobile Number: 092*-***-****

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

HIGHLIGHTS OF QUALIFICATION

Almost 17 years of working experience in the BPO industry with strong and solid experience in Customer Service inclusive of over 10 years of experience as Operations Team Lead and Senior Operations Team Lead in Utility, Gaming, Rewards & Recognition, Client and Team Management and Food Delivery Service clientele.

Specialties: Customer Service, Conflict Management, Operations and Performance Management

Has strong familiarity in Operational Tools such as SFDC, Talk Desk, Five9, Verint and WorkDay. WORK EXPERIENCE

Telus International Philippines Senior Team Leader October 01, 2018 to Present Telus International Philippines Interim Operations Manager May 2019 to Feb 2021

Provide day to day management and leadership to assigned Team Leads and Team Members. As a Senior Team Lead, I was able to perform as Operations Manager for Food Delivery Service handling 9 Team Leaders with 150 FTE

Directly reporting to Senior Operations Manager and Program Director to strategically execute operational action plans to meet and exceed Operational KPIs

Maintain strong partnership with clients via weekly and bi-quarter business reviews

Provide real time management of different and multiple queues by coordinating and collaborating with Workforce Team and Operational Team Leads to ensure program finances were consistently met and financial leakages were arrested and controlled.

Manage, monitor and ensure that all Operational KPIs are met and daily cadence is at all times exercise via weekly business reviews with the Operational Team Leads

Work hand in hand with Learning Specialist, Quality Analyst and Workforce Team on every Operational/Program needs and goals

Respond and take action to queries and needs of Team Leads in order to properly support the team members under their roster

Work closely with HR Team and WPR Team for Team Members’ needs and to ensure compliance on the Company’s Policies and Procedures and Philippine Labor Law MircoSourcing Team Manager March 30, 2017 to September 30, 2018

Managed 1 Team Leader and 10 Team Members for Reward and Recognition Program

Maintained strong client working client relationship through daily call

Strong familiarity of Captive BPO Service

Worked on the weekly quality audits of the team

Coached Team Lead and Team Members weekly or as frequently as needed Telus International Philippines Game Manager November 2016 - March 15, 2017

Provided day to day management and leadership to 3 Social Media Game Teams - namely Executive Relation Escalation Team, Compliance Team and Billing Team. These were composed of 2 Team Leads, 3 SMEs and 60 Team Members.

Worked closely and established strong partnership with 2 external GMs of the mentioned LOB and took actions in different external and internal clients Telus International Philippines Assistant Game Manager 20013 - November 2016

Provided day to day management and leadership for 18 Billing Team Members

Coached Team members

Provided performance management and assessment

Telus International Philippines Team Captain to Senior Team Lead July 2005 - 2013

Provided day to day management and leadership for Escalation Team for Utility Program

Coached Team Members to identify games bugs, operational challenges and needs on a daily basis

Managed queues

Took escalated calls

Provided performance management and assessment to Team Members Telus International Philippines Operations Customer Advocate July 2003 - 2005 ACCOMPLISHMENTS

Corona Leader Award - Caviar Recipient December 2019

Coaching Excellence Certified 2014

Six Sigma Yellow Belt Certified 2014

TIP Ontrac Trained 2013

EDUCATION

De La Salle University - Dasmarinas, Cavite AB Communications Graduate SY: 1996 - 2000 Cavite School of St. Mark High School Graduate SY: 1993 - 1996

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