Resume

March 2021 - Present

Team Leader / Project Management

NTT Data Services Philippines

Quezon City, NCR, Philippines

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• Supervised a team of 12 to 16 customer service reps to ensure SLAs are met.

• Made sure to oversee the day-to-day activities of a group of team members.

• Coached, motivated, and guided team members.

• Assessed team members' performance.

• Explored and provided recommendations to modify the client's main system and website to be more straightforward and easy to navigate.

• Oversaw and facilitated project implementation.

• Managed email communications.

• Handled the generation of daily production reports.

• Helped in operation strategy by providing inputs to the account manager.

• Handled complicated issues and inquiries related to customer inquiries.

• Point of contact for escalations related to provider inquiries.

• Coordinated with other departments to ensure resolution of customer inquiries.

• Handled Quality Control of business letters to be sent out to providers.

• Facilitated training sessions on generating letters and submitting these for submission.

• Provided direction during scheduled and unscheduled system outages.

• Interviewed applicants and decide if the applicant suits the profile set by the program

• Dealt with HR issues.

• Troubleshoot team members' system issues.