Customer Service Team Lead
Resume:
I am a competent team leader with
over * years of experience working
in the different industries. I am well
versed in both customer service and
sales with unwavering attention to
detail.
Leads a team of 25 - 30 raters.
In charge of overseeing multiple projects simultaneously. Liaises with clients for matrix, issues and performance requests.
Handles APAC markets (Indonesian, Malaysian, Vietnamese, Thai) and Arabic.
Build and nurture positive working relationships with clients with the intention to exceed client expectations.
Initiate a coaching for my team daily, weekly, monthly and quarterly to discuss developments and improvements individually and as a whole.
Train newcomers for product knowledge.
Supervising employees, assigning duties, and creating a shift schedule. Monitoring team performance and ensuring duties are performed efficiently.
Reporting any issues that arise during the shift to management.
Identify and evaluate complex business and technology risks, internal controls which mitigate risks, and related opportunities for internal control improvement.
Generate innovative ideas and challenge the status quo. Send reports with the team's performance productivity reports.
CONTACT ME
EDUCATION
Bs in Computer Science, Class
Brokenshire Science High School,
DavaoCity, Philippines, Class of 2000.
Brokenshire College
of 2006
CAREER DETAILS
WORK EXPERIENCE
Cogdev Malaysia Sdn Bhd September,30-2019-Present
CAREER STATEMENT
"I feel that my greatest strengths are firstly
my ability to develop and maintain a close
working relationship with my coworkers
and clients. This allows me to gain an in-
depth understanding of their individual
needs and requirements. Secondly, my
ability to be agile to changing market
conditions and priorities."
adyhug@r.postjobfree.com Position: Shift & Market Team Lead Account: Trust and Safety / Youtube
WOLFF
80-09 35th Avenue, Queens,
NY 11372
H. K. SEMUEL
Teleperformance Malaysia SDN
BHD
Zenith Infotech /Accenture Malaysia SDN
BHD
March 11, 2019 - August 23, 2019
December 2014 - March 2017
Leads a team of 13 agents for Indonesian team.
Provide customer service via chat support for
account issues or game issues.
Handling retrieval of lost accounts or forgotten log ins by verifying ownership.
My team handle customers billings and payment, so
I make sure to handle any disputes and error that
arise.
Handles any technical issues if players are having trouble with their accounts. Fix reports of other
players in relation to hacking or updates and locked accounts.
Guide players with the type of game play on the
app that they are playing and in terms of the
settings of each game on the app and Coming up
with solutions for any unknown issues that will
arise.
In charge of player's feedback in terms of new
updates implemented on each app and making sure
to adhere to any concerns the players have.
Drive the team for excellent customer service to
produce and hit the target. Securing more CSATs
than DSATs and do coaching to each agents for
improvements.
Check bug reports/buganizer of each apps to be
rid off and fixed. Also checking game connections
and fixing connections error/issues.
Providing troubleshoots for players who are having difficulty in running the game on their phone.
Implement a strict punishment for players who are
using inappropriate words in game.
Addressing concerns regarding to legal policies
making sure we are following with the
government's rules and regulations in the game.
July 10, 2017 - September 2017
Position: Be Focal/ Trainer/Quality analyst Account: Youtube July 10, 2017 - February 18, 2019
Supervise a group of agents, with the main
responsibility of coaching, reporting, executing
action plans, maintain utilization and day to day
operational management.
Ensure achievement of SLA targets.
Conduct daily and weekly meetings to share
business updates, conducts RCA to identify drivers impacting performance, and works closely with
QAs and Trainers to improve team performance.
Work closely with subject matter experts on
escalations as well as manage the queue and
productivity of their teams.Should have a solid
understanding of workflow, tools used for
providing services.
Have experience working as an agent in
same/similar workflows
Position: Senior Consultant/Billing and Sales
Specialist/Customer service Account: AT & T
Sutherland Global Services
Selling a range of products and services, toboth
new and existing clients. Conveying technical
information to customers.
Closing sales and marketing plans to gain repeat
business.
Contacting lapsed & new customers to introduce
and promote products.
Offered customers alternatives and up-selling.
Maintain up to date knowledge about the products
and services.
Take customer calls and complete service orders.
Develop innovative ways to sell products
and service to customers.
Position: Supervisor Account: Trust & Safety / Supercell Position: Team Lead Account: Trust and Safety / Googleplay October 2017 - February 18, 2019
KEY ACHIEVEMENTS
Sutherland Davao City, Philippines
Successful Completion of Midwest
TELCO Conversion Training .
Outstanding performance for the month
of February 2015.
Outstanding performance for the 4th
Quarter FY 2016.
Outstanding performance for the month
of January 2017 .
EXTRACURRICULAR ACTIVITIES
Navigators
Vice President (2002-2006)
Overcomers
Psalms
Music Team
Sangir Literacy Program
Baskteball Team
Music Team
PERSONALITY TRAITS
Highly dependable and fast in
adaptability.
Willing worker with an attitude
of going an extramile.
Co-operative and coordinating in
team environment.
PROFESSIONAL SKILLS
Strong communication skills
Moderate using Google products, including Gmail, Calendar or Google Drive
Experience with confidential information collection and management (preferable)
Experience in training, customer service, workflow management, reporting, handling SLAs, coaching and appraisal (preferable)
Excellent organizational skills and a detail-oriented and analytical approach to problem solving
Excellent communication (verbal and written), including the ability to clearly communicate in a dynamic environment across all levels
Excellent work ethics and the ability to work independently Able to adapt quickly to changes in workflows, such as updates in policies and guidelines
Able to prioritize and manage tasks efficiently
Understanding of departmental policies and procedures Ability to work together as a team
Project Management skills clubbed with excellent conflict management skills
Strong Presentation and Data Analysis skills
Multiple stakeholder management; Forecasting skills; Good in analytical thinking, problem solving, Feedback & Coaching Skills
High degree of problem-solving and analytical skills with strong attention to detail required
Proven track record of exceptional performance and high productivity
Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines.
Excellent client interfacing and process management skills Organisational and delegation skills
Can type 80 words per minute
Telesales/Telemarketing for both voice and non-voice Bilingual Customer Support
Building Customer
Loyalty Billing/Payment t
Knowledge in app settings
Knowledge in hacking/bugs
Training development aptitude
Customer complaint resolution
Quality management
Call centre operations
process and procedure Leadership
Microsoft office
KEY RESPONSIBILITIES AS A
TEAM LEADER
Ensuring work schedule adherence and SLA achievement on a daily, weekly & quarterly basis Assigning and allocating work between team members to ensure effective load balancing Managing both internal (quality, training and corporate teams) and external (client) Weekly meetings with the team regarding process status, results, health and other relevant subjects Creating weekly, monthly & quarterly reports on project development, timelines, and results Ensuring proper adherence to client standards in the process, including but not limited to policy updates Preparing presentations by collecting, analyzing and summarizing information and trends Cooperating with the hiring team in performing candidate interviews to select the best candidates for the Operation and performing oral language validations KEY RESPONSIBILITIES AS A
QUALITY ANALYST
Meet the Quality audit sampling & ensure the Quality targets are met Responsible for auditing content and getting meaningful insights to identify knowledge gaps and training opportunities
Coaching team members based on the audit findings, their performance and compliances Responsible for driving new instructions received from the clients across teams To side barge and observe reviewers working on Jobs across all queues To provide inputs/insights for process improvements Provide floor support
Attend internal & external Calibrations sessions
Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders Assist on Training need analysis
Assist the TL/TM on bottom quartile management activities Ensure on meeting daily KPIs
Accountable for the success and quality of the process Help improve the defined processes as we create more automation and gather information Ability to learn to work with customer internal tools QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines Resilience to take up extra tasks and additional roles as assigned whenever required KEY RESPONSIBILITIES AS A
TRAINER
Training & Development
Training Need Identification
Content/Documents design
Administrative responsibilities
Contact this candidate