Alexis Tagalog
Marketing Quality Team Leader
Muntinlupa City,RIZ
Summary
Decisive Team Leader brings excellent leadership, planning and problem-solving abilities honed in BPO and marketing work. Reliable in coordinating team assignments and highly responsive to quality issues. Great at spotting trends and preparing detailed reports.
Developed skills in quality assurance and team leadership within fast-paced environment. Demonstrated ability to implement process improvements and manage cross-functional teams effectively. Seeking to transition into new field, leveraging strengths in project management and operational excellence to drive impactful results.
Overview
25
25
years of professional experience
16
16
years of post-secondary education
Work History
Quality Team Leader
Growsari Enterprise
06.2022 - 01.2025
- Created a call flow for the customer service team
- Established quality guidelines as a standard for inbound calls
- Monitored customer service inbound callers to ensure call flow was followed
- Ensured 96% CSAT survey was reached weekly by doing deep dive analysis on trends
- Created a knowledge base tool as a guide to all the concerns they need for all types of concerns
- Analyzed gaps in the process and making sure every team member is aligned
- Handled 18 agents in total
- Hybrid work environment
- Trained and supervised a team of customer
- delivery, did also one on one coaching with team members
- Created Marketing strategies for upselling in voice and chat teams
- Created chat spiels for META customers and provided updates for promotions
- Analyzed fraud issues
Sales Team Leader
Project engage
07.2021 - 04.2022
- Handled 3 agents to work on a specific area in Metro Manila
- Basically doing field work to sell POS (point of sale) systems to small to medium enterprises
- Developed strong relationships with key clients, resulting in increased customer satisfaction and retention.
- Implemented new sales techniques and tools that led to increased efficiency and effectiveness in acquiring new customers.
- Worked closely with high-profile customers needing special assistance to resolve complaints and develop customized solutions meeting unique requirements.
- Hybrid work environment
- Analyzed sales data and developed insights to inform decision-making and drive sales performance
- Boosted sales performance by implementing effective team training and coaching strategies.
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
Customer Service Team Lead
EnableSME
12.2020 - 03.2021
- Trained customer service team members on product knowledge and customer service best practices
- Developed training materials for customer service team members, resulting in improved customer service delivery
- Facilitated customer service team meetings to ensure customer service initiatives were met
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Escalated issues to proper supervisors when standard processes were not effective.
- Handled a GRAB PH office as a branch supervisor
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Sales Team Leader
Quaeritas Qualitas
02.2019 - 04.2020
- Analyzed sales data and developed insights to inform decision-making and drive sales performance
- Handled 10 sales field agents to sell internet service to businesses
- Boosted sales performance by implementing effective team training and coaching strategies.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
Account Manager Team Leader
Teleperformance INC
01.2012 - 01.2019
- Improved team morale and motivation through positive reinforcement and team building activities, resulting in improved team performance
- Developed and managed a team of account managers to ensure adherence to SLAs and customer service goals
- Developed and maintained an Agile team culture by facilitating team building activities and promoting an environment of continuous improvement
- Handled a US TELCO account and created a Quality platform
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- B2B transactions, End to end
Techincal Support Representative
Startek INC
09.2009 - 11.2011
- Developed a product support system that provided customers with timely and accurate support
- Facilitated support groups for clients with similar challenges to share experiences and provide mutual support
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Service Representative
KGB Philippines
07.2005 - 07.2009
- Collaborated with other departments to ensure customer satisfaction
- Demonstrated strong problem-solving skills to identify root causes of customer issues and provide effective solutions
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Medical Sales Representative
Phoenix Pharmaceuticals
06.2000 - 06.2005
- Developed and conducted training sessions for physicians and their staff, resulting in increased product awareness and use
- Developed a comprehensive knowledge of company products, competitors, and the industry, resulting in improved customer service
- Developed promotional materials and activities to increase brand awareness and customer loyalty
- Implemented successful marketing strategies for new product launches, resulting in high adoption rates among healthcare providers.
- Boosted sales performance through effective negotiation skills, customizing pricing plans according to client budgets while maintaining profitability.
Education
Bachelor of Science - Biology
University of Santo Tomas
05.1995 - 03.2000
High School Diploma -
Colegio San Agustin
05.1991 - 03.1995
Grade School -
Colegio San Agustin
05.1984 - 03.1991
Skills
Analytical Problem Solving
Quality Improvement Processes
Performance Monitoring
Client Communication Facilitation
Customer-Centric Approach
Proactive Action Planning
Customer Support
Team Leadership
Skill Development Coaching
Workflow Streamlining
Quality Management Expertise
Team Leadership
Action Plan Development
Constructive Feedback Delivery
Constructive Feedback
Employee Satisfaction Initiatives
Continuous Process Improvement
Quality Assurance Management
Timeline
Quality Team Leader
Growsari Enterprise
06.2022 - 01.2025
Sales Team Leader
Project engage
07.2021 - 04.2022
Customer Service Team Lead
EnableSME
12.2020 - 03.2021
Sales Team Leader
Quaeritas Qualitas
02.2019 - 04.2020
Account Manager Team Leader
Teleperformance INC
01.2012 - 01.2019
Techincal Support Representative
Startek INC
09.2009 - 11.2011
Customer Service Representative
KGB Philippines
07.2005 - 07.2009
Medical Sales Representative
Phoenix Pharmaceuticals
06.2000 - 06.2005
Bachelor of Science - Biology
University of Santo Tomas
05.1995 - 03.2000
High School Diploma -
Colegio San Agustin
05.1991 - 03.1995
Grade School -
Colegio San Agustin
05.1984 - 03.1991
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