BG Celo
Edmonton
Summary
Focused Call Center Supervisor - Operations with over 11 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call Center Operations Supervisor
Iqor Philippines
07.2016 - 07.2024
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Managed scheduling and forecasting needs to maintain optimal staffing levels throughout various shifts and peak periods.
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing timely solutions.
Floor Support/SME Team Leader
Transcom Worldwide
08.2013 - 07.2016
- Ensured adherence to company policies and procedures, providing regular training sessions for ongoing compliance awareness among team members.
- Managed budgets effectively, optimizing resource utilization while ensuring cost-efficiency in completing projects successfully.
- Implemented performance metrics to monitor individual and collective progress, driving accountability and results-oriented behavior among team members.
- . Increased collaboration across departments that resulted in more streamlined processes and increased efficiency.
- . Improved overall team morale with regular recognition of individual accomplishments and provision of constructive feedback to encourage continuous improvement.
- Facilitated regular team meetings to review progress, discuss challenges, and devise solutions for continuous improvement.
- Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.
Customer Service Representative
Teletech Customer Care Management
01.2013 - 07.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Practical Nursing - Health Care Management
St. Augustine School of Nursing ILOILO
Iloilo City, Philippines07.2012
High School Diploma -
Assumption School Passi City Iloilo Inc.
Passi City, Iloilo, Philippines03.2010
Skills
- Complaint Handling
- Call Monitoring
- Policy Enforcement
- CRM Knowledge
- Workforce Management
- Reporting skills
- Employee Motivation
- Coaching and Mentoring
- Quality Assurance
- Documentation expertise
Languages
English
Full Professional
Certification
- Top Team Lead, IQOR Philippines - 2 Consecutive Quarters
Timeline
Call Center Operations Supervisor
Iqor Philippines
07.2016 - 07.2024
Floor Support/SME Team Leader
Transcom Worldwide
08.2013 - 07.2016
Customer Service Representative
Teletech Customer Care Management
01.2013 - 07.2013
Practical Nursing - Health Care Management
St. Augustine School of Nursing ILOILO
High School Diploma -
Assumption School Passi City Iloilo Inc.
- Top Team Lead, IQOR Philippines - 2 Consecutive Quarters
Similar Profiles
Jerald Dayrit NavarroJerald Dayrit Navarro
Customer Service Representative at Iqor PhilippinesCustomer Service Representative at Iqor Philippines
Osmarqui SalvadorOsmarqui Salvador
Director, Operations at iQor PhilippinesDirector, Operations at iQor Philippines
RANIELA HERNANDEZRANIELA HERNANDEZ
Operations Manager, Customer Experience at Iqor PhilippinesOperations Manager, Customer Experience at Iqor Philippines