Acts as subject matter expert in multiple lines of business
Monitors agent calls and agent performance to identify training gaps
Performs call monitoring and provides trend data, quality reports, and feedback to Director, Client Experience & Operations
Reviews email responses to clients and provides trend data, quality reports, and feedback to Senior Manager, Client Experience
Created call / email monitoring formats and quality scorecard standards
Uses quality monitoring data management system to compile and track performance at team and individual level
Coordinates and facilitates call calibration sessions for call center staff
Participates in listening programs to identify customer needs and expectations
Facilitates classroom and online training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures
Provides actionable data to various internal support groups as needed.
Conducted thorough quality audits and successfully implemented corrective actions, resulting in a noteworthy 20% enhancement in overall customer satisfaction surveys
Developed and implemented comprehensive quality assurance protocols to ensure adherence to company standards and regulatory requirements
Collaborated with cross-functional teams to define and document quality assurance processes and procedures, creating a standardized framework that enhanced efficiency and average call handling time by 15%
Conducted in-depth root cause analysis on quality issues, leveraging statistical analysis and data-driven insights to identify trends and implement preventive measures, resulting in a 20% reduction in customer complaints.
RESOLUTIONS SPECIALIST
Home Depot
06.2020 - 02.2022
Demonstrated exceptional problem-solving skills by effectively resolving complex customer issues through active listening, problem analysis, and implementation of effective solutions, resulting in an impressive 90% customer satisfaction rate
Implemented proactive strategies to proactively minimize customer escalations, resulting in a 20% reduction in resolution time and a significant improvement in overall team efficiency
Collaborated seamlessly with cross-functional teams to identify the underlying causes of customer complaints, leading to the development of innovative processes that successfully prevented future occurrences
Utilized strong negotiation prowess to resolve discrepancies and negotiate mutually acceptable resolutions for both customers and service providers, ensuring optimal outcomes for all parties involved.
COMPLIANCE SPECIALIST - Asst. Manager
BDO Unibank
07.2009 - 12.2018
Implemented and managed comprehensive compliance programs to ensure adherence to regulatory requirements, effectively mitigating potential risks and achieving 100% compliance rating during regulatory audits
Developed monthly and quarterly reports showcasing the bank's top complaints, their underlying causes, and effective remedies for recourse, culminating in presentations delivered to the Board of Directors and Senior Management
Implemented proactive measures to track and analyze complaint trends, enabling the identification of areas for improvement and the implementation of targeted solutions
Demonstrated excellence in serving as a proficient channel of communication, effectively receiving, and addressing issues and complaints raised by the Bank's esteemed clientele.
CUSTOMER SERVICE TEAM LEAD
UnibankAlorica / Sitel
01.2006 - 07.2009
Led a team of 10 customer service representatives to achieve a 20% increase in customer satisfaction ratings through effective training and coaching
Implemented new customer service strategies resulting in a 15% decrease in average response time and a 10% increase in first-call resolution rate
Fostered a positive and collaborative team culture by organizing regular team-building activities and recognition programs, resulting in a 30% decrease in employee turnover.
Education
Post Graduate Diploma – Global Business Management