AGNES JEAN LLAGAS
Cagayan De Oro, Province Of Misamis Oriental
Summary
Compassionate and results-driven Registered Nurse with a solid healthcare foundation and extensive experience in operations management within the BPO industry. Proven ability to lead teams, streamline processes, and drive quality improvements. Eager to leverage clinical skills, strategic mindset, and commitment to patient-centered care in a nursing role. Strengths in team collaboration, problem-solving, and patient communication. Aim to contribute to CUMC's mission by enhancing patient outcomes and supporting efficient, high-quality healthcare services.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Manager
Teleperformance – CDO, Philippines
02.2023 - Current
- Led a team of50 employees, including supervisors, assistant supervisors, and agents, to achieve performance and efficiency goals for a high-volume telecommunications account
- Developed and implemented operational strategies to improve team productivity, reduce response time, and increase customer satisfaction, resulting in80% improvement
- Conducted regular team performance evaluations and provided ongoing training to ensure compliance with company policies and client expectations
- Collaborated cross-functionally to troubleshoot complex client issues and improve internal workflows, resulting in higher first-call resolution rates and improved customer satisfaction scores
- Successfully managed staffing, resource allocation, and scheduling, optimizing team coverage and reducing absenteeism
Customer Service Supervisor
Teleperformance – CDO, Philippines
10.2020 - 01.2023
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
- Monitors or reviews calls or other correspondence between representatives and customers
- Ensures that representatives are informed about changes to company products and services
- Collects data and prepares reports on customer complaints and inquiries
- Prepares monthly reports summarizing the assigned customer service team's performance
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Operations Manager, Sr Operations Manager, Site Director or other appropriate staff
- Performs other related duties as assigned
- Client: T-Mobile
Customer Resolutions Expert
Teleperformance – CDO, Philippines
06.2020 - 09.2020
- 12+ months relevant customer service experience
- Exhibits exceptional de-escalation/resolution skills and ability to handle highly irate customers and complex situations
- Demonstrates initiative and excellence providing support for offline functions as required
- Demonstrates patience, ability to empathize and influence others, and is able to provide constructive feedback to peers as well as leadership
- Subject matter expert on all T-Mobile network, device, feature, service issues, and systems/tools
Technical Expert
Teleperformance – CDO, Philippines
04.2020 - 05.2020
- Performs advance troubleshooting from network to device issues
- Guidance of the users to support them in becoming more productive
- Communicate clearly and effectively with end users to quickly resolve issues and ensure customer satisfaction
Account Expert
Teleperformance – CDO, Philippines
01.2018 - 03.2020
- Manage large amounts of incoming phone calls
- Front line expert dealing with concerns from billing, account management to device upgrades and etc
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines and policies
Education
Bachelor's degree - Nursing
Liceo de Cagayan University
01.2018
Skills
- Medication administration
- Direct patient care
- Emergency Response
- Patient assessment and monitoring
- Clinical documentation
- Patient education
- Nursing assessments
- Infection Control
- Documentation and Record Keeping
- Collaboration with Health Care Teams
- Wound Care Management
Software Skills: CRM Systems, Microsoft Office Suite, Collaboration Tools, Data Analysis, Tools, Project Management Software
Soft Skills: Excellent Communication, Leadership, Adaptability, Critical Thinking, Teamwork, Customer Focus, Time Management, Emotional Intelligence, Resilience, Cultural Sensitivity
Core Skills: Strategic Planning, Relationship Management, Performance Analysis, Process Optimization, Customer Engagement, Training and Development, Data Analysis, Project Management, Quality Assurance, Problem Resolution
COMPETENCIES
- Critical Thinking and Problem - Solving
- Clinical Competence
- Patient-Centered Care
- Communication and Interpersonal Skills
- Ethical and Legal Knowledge
- Leadership and Initiative
- Patient Advocacy
- Emotional Resilience and Stress Management
- Team Leadership and Development,
- Operational Excellence
- Customer Service and Satisfaction
- Process Improvement
- Cross-functional Collaboration
- Performance Management
- Coaching
- Relationship Building
- Problem -solving.
Certification
- Registered Nurse (RN) – Active since2018
- Certified First Responder – Active since2022
- Understanding Transfusion Reactions –2024
Timeline
Operations Manager
Teleperformance – CDO, Philippines
02.2023 - Current
Customer Service Supervisor
Teleperformance – CDO, Philippines
10.2020 - 01.2023
Customer Resolutions Expert
Teleperformance – CDO, Philippines
06.2020 - 09.2020
Technical Expert
Teleperformance – CDO, Philippines
04.2020 - 05.2020
Account Expert
Teleperformance – CDO, Philippines
01.2018 - 03.2020
- Registered Nurse (RN) – Active since2018
- Certified First Responder – Active since2022
- Understanding Transfusion Reactions –2024
Bachelor's degree - Nursing
Liceo de Cagayan University
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