Aljohn Mallare
Gabaldon, Nueva Ecija,Philippines
Summary
Strategic Team Leader with a solid background in team leadership and people management. Expertise in quality assurance and performance management, focusing on KPIs, SLAs, and CSAT. Skilled in root cause analysis and problem solving, enhancing customer satisfaction through efficient escalation management. Proficient in data analysis and performance reporting, utilising CRM systems to drive operational success.
Overview
9
9
years of professional experience
Work History
Team Leader
Sutherland Global Services
Palayan City, Nueva Ecija, Philippines
12.2023 - Current
- Monitored team performance through observations and tracking key metrics, identifying underachievers and providing targeted support.
- Ensured compliance with procedures and alignment with Key Performance Indicator (KPI) targets through operational monitoring.
- Led a team of 25, fostering a collaborative environment to boost productivity and morale.
- Provided constructive feedback to employees based on quality assurance outcomes, facilitating improvements in performance.
Quality Analyst
Sutherland Global Services
10.2021 - 12.2023
- Quality Assurance Management, KPI & SLA Monitoring, Data Analysis & Reporting, Team Leadership, Coaching & Development, Client Management, Process Improvement, Calibration & Auditing, Compliance & Risk Control.
- Performance Metrics Management (KPIs, SLAs, CSAT, FCR, AHT)
Escalation Specialist
Sutherland Global Services
10.2019 - 10.2021
- Escalation Management, Complaint Resolution, Conflict De-escalation, Root Cause Analysis, Customer Retention, SLA Compliance, CRM Systems, Cross-team Coordination, Strong Communication.
Mentor
Sutherland Global Services
12.2018 - 10.2019
- Acted as a subject matter expert (SME), addressing agent queries and sharing best practices to enhance team productivity
- Provided coaching and guidance to new hires and junior agents to improve performance, product knowledge, and call handling skills
- Conducted regular one-on-one mentoring sessions, offering feedback based on quality audits and performance metrics
- Assisted in onboarding and training programs, ensuring smooth a smooth transition to live operations
Associate Consultant
Sutherland Global Services
06.2018 - 12.2018
- Managed inbound and outbound customer calls, delivering accurate solutions that contributed to high CSAT and first call resolution (FCR)
- Analysed customer concerns in real time, identified root causes, and provided process-aligned solutions to enhance customer satisfaction
Service Crew
McDonald's
08.2017 - 06.2018
- Ensured high hygiene standards by cleaning and sanitising tables, counters, and service areas regularly to create a safe dining environment.
- Assisted kitchen staff during peak service by preparing ingredients and plating meals, contributing to efficient food service.
Education
Bachelor of Business Administration - Business Administration
Nueva Ecija University of Science and Technology
Nueva Ecija01-2018
Skills
- Team Leadership & People Management
- Quality Assurance & Performance Management (KPIs, SLAs, CSAT)
- Resource Planning & Productivity Management
- Data Analysis & Performance Reporting
- CRM Systems (Salesforce,Genesys)
- Microsoft Office / Google Workspace (Excel, Reports, Dashboards)
- Root Cause Analysis & Problem Solving
Timeline
Team Leader
Sutherland Global Services
12.2023 - Current
Quality Analyst
Sutherland Global Services
10.2021 - 12.2023
Escalation Specialist
Sutherland Global Services
10.2019 - 10.2021
Mentor
Sutherland Global Services
12.2018 - 10.2019
Associate Consultant
Sutherland Global Services
06.2018 - 12.2018
Service Crew
McDonald's
08.2017 - 06.2018
Bachelor of Business Administration - Business Administration
Nueva Ecija University of Science and Technology