Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

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, Philippines
07.2012

High School Diploma -

Assumption School Passi City Iloilo Inc.
Passi City, Iloilo, Philippines
03.2010

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.

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BG Celo