Alexandra Madria
Dasmariñas City, Cavite
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
9
9
years of professional experience
Work History
Support & Operations Manager
Zendoor
10.2022 - Current
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Led employee relations through effective communication, coaching, training, and development
- Evaluated employee performance on daily basis and coached and trained team members, increasing quality of work and employee motivation.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
Assistant Quality and Operations Manager
VKPO - DJI
10.2021 - 10.2022
- Streamlined systems and processes to increase efficiency and overall business operations
- Developed and implemented performance standards and procedural changes to drive productivity and quality.
Assistant Manager
WNS - Expedia Chase
05.2021 - 10.2021
- Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Team Manager
TDCX - Netflix
11.2020 - 05.2021
- Mentored and guided employees to foster proper completion of assigned duties
- Built strong relationships with customers through positive attitude and attentive response.
Team Lead
IQOR - AT&T
10.2017 - 11.2020
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Managed schedules, accepted time off requests and found coverage for short shifts.
Subject Matter Expert
AT&T
07.2017 - 10.2017
- Acted as a subject matter expert for other team members
- Functioned with expert level proficiency in daily operations, and addressed any challenges with optimism and drive.
CSR
IQOR
12.2015 - 07.2017
- Responded to customer requests for products, services, and company information.
Education
BS - Foreign Service
University of Manila
Skills
- Employee engagement
- Internal Communications
- Staff Development
- Account Management
- Training programs
- Cross-Functional Collaboration
- Customer Segmentation
- Data Analytics
- Customer Service Management
- Performance Improvement
Timeline
Support & Operations Manager
Zendoor
10.2022 - Current
Assistant Quality and Operations Manager
VKPO - DJI
10.2021 - 10.2022
Assistant Manager
WNS - Expedia Chase
05.2021 - 10.2021
Team Manager
TDCX - Netflix
11.2020 - 05.2021
Team Lead
IQOR - AT&T
10.2017 - 11.2020
Subject Matter Expert
AT&T
07.2017 - 10.2017
CSR
IQOR
12.2015 - 07.2017
BS - Foreign Service
University of Manila
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