Team Manager

I started off my career as a Customer Service Representative with E-telecare Global Solutions (now Concentrix) in 2007 and have been part of Operations since 2011 up until April of this year, 2023. Since then, I have been dealing with American Clients and customers, thus, we are required to have excellent English written and oral skills. I was also commended by our client and our Vice-President back then for a job well done with the task that was required by the client and that is to contact customers who gave a negative or a neutral rating in the survey by asking for some information as to why the agent or the company was given such rating and if there's anything we can do to improve the service or possible pending issues that they are still encountering that I can resolve for them.

I started off my career as a Customer Service Representative with E-telecare Global Solutions (now Concentrix) in 2007 for a B2B phone campaign assisting customers with their Billing concerns, Order taking and basic troubleshooting.

I started off my career as a Customer Service Representative with E-telecare Global Solutions (now Concentrix) in 2007 and have been part of Operations since 2011 up until April of this year, 2023. Since then, I have been dealing with American Clients and customers, thus, we are required to have excellent English written and oral skills.

One of the tasks of a Team Lead back in Concentrix and Amazon is to do our Quality Audit with the agents to ensure that we are also aligned with the QA and for coaching purposes. With all the weekly calibrations, our team's performance have greatly improved for incorporating what is required for an agent during an interaction.

I joined Operations as a Team Lead in 2011 and one of the things to be efficient in the role is to ensure that all emails go to their respective folders after addressing them for easy tracking. In addition, ensure that all emails are responded to within the day or ASAP depending on their urgency.

As a Team Lead, you need to ensure that your day, week and month are well planned and you can do it by creating a calendar of your tasks and deliverables. By doing so, I was able to ensure that weekly coaching sessions, meetings, and AHOD huddles are attended to. Thus, ensuring that KPIs are met and developmental goals are well executed and completed.

Basic troubleshooting on every issue an agent is facing with the tools on a daily basis or the customer when I was still a customer service representative.