Customer Service A Team
Resume:
***********@*****.***
Pasay City, Philippines, 1600
T e a m L e a d S u p e r v i s o r
PAMELA GRACE
GALVEZ
Education
Contact
I am committed to leveraging my expertise and abilities to lead my team members in delivering exceptional customer satisfaction. My overarching objective is to wholeheartedly support the company's mission with unwavering dedication. Skills
Possesses strong organizational
and time-management skills
Demonstrates advanced
communication and interpersonal
skills
Can work effectively both
independently and as part of a
team
Has a keen eye for detail and can
handle multiple tasks
simultaneously
Proficient in using Microsoft
Tools, Slack, and MS Teams.
Profile
Bachelor of Science in
Industrial Education
University of Antique
October 2017
Work Experience
June 2021 - Present
Team Lead Supervisor
> Managing and overseeing a team of call center agents, which includes providing support and feedback to the agents through effective communication by creating targets and goals for customer service improvement handling.
Teletech Pasay City
> Prepares performance reports on a monthly and yearly basis, tracking employee attendance, and ensuring
compliance with work procedures.
> Monitoring key performance indicators (KPIs) such as inbound and outbound calls, call waiting times, and call abandonment rates. Additionally, the position involves providing clients with detailed product/service information, answering inquiries, and offering assistance wherever necessary.
Customer Service Representative
Teletech Pasay City
July 2018 - June 2021
> Handles and facilitates the transfer of numbers to and from a US telco account through inbound and outbound calling processes.
> Managing escalations that pertain to number porting, resolving problem tickets, and providing upper management with feedback regarding customer issues and responsible for basic troubleshooting.
Service Crew
Jollibee Antique
> Responding to customer inquiries regarding menu items, providing recommendations, and processing orders and responsible to itemize the total cost of the meal, including sales taxes, and generate a bill for the customer.
> Preparing and serving food and beverages to customers. and does weekly stock inventory to ensure adequate supplies are available.
November 2015 - Febuary 2016
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