Skills
Process improvement
2-5 Years
Team Management
2-5 Years
Customer Relationship Management (CRM)
2-5 Years
Data Analysis & Reporting
2-5 Years
Performance Coaching
2-5 Years
Experience highlights
Dispatcher
1840 & Company
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February/2024
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As a Dispatcher at 1840 & Company, I coordinate transportation services for Quick Pick Transportation in Charlotte, NC, covering luxury limousines, NEMT, trucking, logistics, and care center operations. I schedule drivers, optimize routes, manage real-time dispatch, and ensure timely service. I also communicate with drivers and clients, monitor fleet performance, and resolve logistical issues to maintain high service standards.
Team Leader / Team Coach
TELUS International Philippines
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May/2022
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Present
Led a team of customer service agents supporting T-Mobile, ensuring consistent performance and adherence to KPIs. Focused on performance coaching, mentoring agents, and implementing process improvements to enhance customer satisfaction and reduce handling time. Recognized as a top coach, achieving high rankings in both October 2022 and April 2023. Played a key role in training and supporting new hires, helping them integrate into the team seamlessly.
Team Manager
Alorica Teleservices Inc.
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February/2021
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Present
Managed a team of agents for Verizon’s customer service operations, ensuring high-quality support and achievement of KPIs. Focused on performance management, coaching, and driving continuous improvement through feedback and training. Successfully improved team metrics such as customer satisfaction and first-call resolution. Recognized as the Top Team Leader for December 2021, reflecting a high level of agent performance and client satisfaction.
SME/Support Coach
Alorica Teleservices Inc.
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October/2020
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Present
Mentored and supported newly hired agents, ensuring smooth onboarding and rapid integration into the team. Provided real-time coaching and feedback, addressing performance gaps and helping agents improve key metrics such as call resolution and customer satisfaction. Worked closely with team leaders to develop tailored training sessions and conducted regular assessments to track progress. Enhanced overall team performance through continuous guidance and motivation.
Customer Service Representative
Alorica Teleservices Inc.
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October/2019
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Present
Provided exceptional customer service through phone, email, and chat channels, addressing inquiries, resolving issues, and ensuring customer satisfaction. Handled a high volume of calls while maintaining quality standards, including first-call resolution and customer satisfaction scores. Contributed to team goals and participated in training sessions to continuously improve service delivery. Developed strong problem-solving skills, effectively managing both routine and escalated customer concern
