Customer Care Operations Supervisor
Resume:
Santos, Rhayan Dela Cruz
Blk ** Lot * Sto Tomas St., Fiesta Communities, Tabun, Angeles City, Pampanga Mobile Number: +639*********
Email address: ****.************@*****.***
Work Experience:
Operations Supervisor/Team Manager
April 2013 – Present
iQor Philippines Inc., Sprint Customer Care
Clark Freeport, Pampanga, Philippines
• Carried out supervisor responsibilities in accordance with the organization’s policies and applicable laws.
• Adept in coaching and developing agents in all areas to meet objectives and maintain company policies and procedures.
• Ensures that all appropriate documentation regarding performance and conduct of all direct reports is maintained appropriately.
• Facilitates team pre and post shift huddles to agents to keep them updated with their performance, process and product.
• Facilitates rewards and recognition for individual’s achievement/s and disciplines employees; addressing complaints and resolving problems Resolution Supervisor/SME
December 2011 – April 2013
iQor Philippines Inc., Sprint Customer Care
Clark Freeport, Pampanga, Philippines
• Primary role is to handle next layer of escalations.
• Carried out supervisor responsibilities in accordance with the organization’s policies and applicable laws in the absence of the Supervisor.
• Facilitate team pre and post shift huddles to agents to keep them updated with their performance, process and product.
Senior Customer Service Representative
December 2010 – December 2011
iQor Philippines Inc., Sprint Customer Care
Clark Freeport, Pampanga, Philippines
• Served as a one of the Point of Contacts (POCs) of the team responsible in honing newly endorsed rep to the production floor.
• Floor support when needed to support the newly endorsed reps in the production floor.
• Responsible in answering phone calls to address customers’ reason for calling. Customer Service Representative
October 2008 – December 2010
iQor Philippines Inc., Sprint Customer Care
Clark Freeport, Pampanga, Philippines
• Answers incoming phone calls to address customers’ reason for calling and also responsible for outbound calls if necessary.
College Educational Attainment:
April 2007 Graduate of Bachelor of Arts Major in Political Science Northwestern University
Laoag City, Ilocos Norte, Philipiines
Personal Information:
Date of birth: April 22, 1986
Place of Birth: Laoag City, Philippines
Sex: Male
Height: 5’
Nationality: Filipino
Language: Proficient in English and Filipino
Skills: Computer literate and excellent with MS office (Excel, Powerpoint, Word), Basic troubleshooting skills
Trainings Attended:
Client Experience Operations Essential
November 16, 2020 – November 20, 2020
Accenture, San Nicolas, Ilocos Norte, Philippines
Peak Performance Training, Leadership Training Program April 7, 2014 – April 11, 2014
iQor Philippines Inc., Clark Freeport Zone, Pampanga, Philippines Character Reference
Arlyn Navarro
Operations Supervisor
iQor
Contact Number: +639*********
Kimberly Facunla
Resolution Supervisor
iQor
Contact Number: +639*********
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