Alex Kristel Gonzales
Quezon City
Summary
Results-oriented professional with extensive experience in team leadership and performance enhancement. Expertise in data-driven decision-making, conflict resolution, and strategic planning, contributing to improved service delivery and team efficiency.
Overview
13
13
years of professional experience
Work History
Team Leader
Telus International
Mckinley West
02.2024 - 06.2026
- Led a team of 18 - 20 team members, driving performance against quality, efficiency, and SLA metrics.
- Conducted KPI analysis, performance reviews, and one-on-one coaching sessions.
- Generated operational reports and identified trends to improve team productivity and service delivery.
- Implemented action plans that improved performance, accuracy and operational efficiency.
- Developed and mentored team members, fostering a culture of accountability and continuous improvement.
Team Manager
Alorica
Quezon City, Metro Manila, Philippines
10.2019 - 02.2024
- Led 16 - 18 agents of newly hired inbound customer service agents, driving performance in VOC, Customer Satisfaction, and QA metrics.
- Conducted onboarding support, one-on-one coaching, call monitoring, and performance management.
- Analyzed customer feedback and quality trends to implement effective improvement strategies.
- Developed action plans that improved survey scores, service quality, and overall customer experience.
- Mentored and coached agents to achieve performance goals and successfully transition into productive team members.
Customer Service Representative
TaskUs
Anonas Quezon City
09.2017 - 08.2019
- Assisted customers with movie ticket bookings, modifications, cancellations and refund requests through inbound and outbound communication across all channels.
- Handled 50 calls depending on the day. Usually high volume customer interactions across all channels while maintaining accuracy and outstanding customer service.
- Investigated and handled customer complaints regarding theater experiences, seating arrangements, technical issues, and service concerns.
- Built customer trust and loyalty through effective communication and problem resolution.
Customer Relations Specialist
Concentrix
Cubao, Quezon City
04.2016 - 08.2019
- Handled 40 inbound customer calls regarding billing inquiries, account concerns, and service related issues.
- Resolved customer concerns efficiently while ensuring a positive customer experience.
- Retained customers by identifying their concerns, offering appropriate solutions, and promoting customer loyalty.
- Documented customer interaction accurately and updated account information as neede.
Team Leader
Sitel
Eastwood
03.2013 - 08.2017
- Supervised a team responsible for processing customer orders, shipment tracking and complaint resolution.
- Manage escalated customer concerns related to order fulfillment, shipping delays damaged goods and delivery issues
- Coordinated with logistics, warehouse, and cross functional teams to resolve shipment and order related challenges.
- Conducted 1:1 coaching, mentoring, and performance reviews to enhance team effectiveness and customer satisfaction.
Education
Bachelor of Science - Nursing
Delos Santos - STI
E.rodriquez Quezon City03-2010
High School Diploma -
St Joseph's College
Quezon City, Metro Manila, Philippines03-2005
Skills
- Completed white belt six sigma
- Coaching and mentoring
- Performance management
- Problem Solving and Conflict resolution
- Goal Setting and Performance Management
- Root Cause Analysis and Problem Solving
- Data Analysis & Reporting
- KPI and SLA management
- Process Improvement
- Strategic Planning
- Google Workspace
- Microsoft Excel
Languages
English
Advanced (C1)
Timeline
Team Leader
Telus International
02.2024 - 06.2026
Team Manager
Alorica
10.2019 - 02.2024
Customer Service Representative
TaskUs
09.2017 - 08.2019
Customer Relations Specialist
Concentrix
04.2016 - 08.2019
Team Leader
Sitel
03.2013 - 08.2017
Bachelor of Science - Nursing
Delos Santos - STI
High School Diploma -
St Joseph's College
Reference
Dominic Tabulao
Operations Manager | OrazPH (Athena)
Phone: +639164018130
Email: dominic.tabulao@gmail.com
Patrick Jones Canada
Operations Manager | Telus Digital
Phone: +639209796779
Email: patrick.canada@telusinternational.com | paceycanada@yahoo.com
Averey Clint San Miguel
Operations Team Leader | Telus Digital
Phone: +639179430975
Email: avsanmig@gmail.com