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Team Lead

Pinyahan, 1103, Philippines
August 06, 2021

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Geraldina C. Acosta

** ***** ***** ***** ******** Quezon City 1103


Objectives: To be able to use my capabilities to help achieve company goals and exhibit immediate response to tasks assigned and responsibilities.

Education: Bachelor of Science and Business Administration – Economics

Pamantasan ng Lungsod ng Maynila

Work Experience

Company: Accenture Philippines - non voice Social Media Platform

Position: Team Lead

Duration: September 2017 – December 8, 2020

Provide consistent and ongoing mentoring, coaching and training that focus on improving call center leadership, morale, and performance and employee retention.

Develop a positive team relationship by being supportive, visible and easily accessible.

Validates and approve payroll of each Rep

Validates and check Rep’s scorecard and dispute if necessary

Company: Accenture Philippines - inbound Insurance

Position: Senior Customer Service

Duration: June 2015 – September 2017

Provides functional and technical support for resolution of customer problems, incident, issues, request and queries.

Liaise with other support teams or product teams as required to resolve request/ issues in a timely manner. Ensure proper documentation and notification

Primary responsibilities are focused on customer contact

Company: Emerson - back office

Position: Sales Facilitator

Duration: April 2012 -May 2015

Performs preliminary review of all incoming orders

Answer customers call and provide them the price and delivery, information

Verifies payment terms.

Company: Teletech - inbound Telco – T mobile

Position: Customer Service Representative

Duration: March 2011 – March 2012

Responsible for handling inbound calls for customer inquiries, billing information, troubleshooting

Process payments using credit card


Company: Teleperformance - inbound Telco - Sprint

Position: Customer Service Representative

Duration: February 2009 – February 2011

Responsible for handling inbound calls for customer inquiries, billing info, troubleshooting

Process payments using credit card



Company: West Contact Service - Financial Account - JP Morgan Chase Credit Card

Position: Team Lead

Duration: March 2004 – December 2008

Handles escalated and unresolved calls from less experience phone bankers and provides sales opportunities as needed.

Responsible for coaching and supporting bankers to achieve individual scores

Monitor quality scores and provide action plan for bottom performers

Review online information to make sure phone bankers are updated with company rules and regulation


People Management

Computer Literate

Customer Service Skills

Verbal and Written Communication


Managing Process

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