Resume

Sign in

Customer Care Operations Supervisor

Location:
Angeles, Philippines
Posted:
July 30, 2021

Contact this candidate

Resume:

Santos, Rhayan Dela Cruz

Blk ** Lot * Sto Tomas St., Fiesta Communities, Tabun, Angeles City, Pampanga Mobile Number: +639*********

Email address: adny3s@r.postjobfree.com

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*********



Contact this candidate