ANGELA DE LEON
CAINTA
Summary
Over the past seven years, I have honed my Leadership skills, specializing in people and performance management, client relationship building, and strategic planning. On a daily basis, I take charge of supervising the team and working closely with the Service Delivery Coach, Mentors , Account Managers and various internal teams to ensure seamless operations and optimal performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Temporary Operations Manager/Operations Team Leader
TTEC - eBay Merchant Support Operations
09.2023 - Current
- Handled eBay MSO in Philippines, Vietnam, Thailand and India in delivering a smooth day to day operations from checking the queue, work distribution, daily scores review and overall business compliance.
- Downloading, Interpreting and Reporting to the client and team the scores dashboard along with definite plans.
- Ensure service levels are met focusing on people management minimizing absences, attrition etc with WFM collaboration.
- Personally Set-up company ramp in India checking on vicinity, developing and training Senior Leaders, Account Managers , WFM and QA team to ensure top notch Service delivery.
- Personally conducted the Upskill Training for Account Managers in Thailand regarding aspects where we see the clients need us most like avoiding violations, account restrictions etc.
- Budgeting, Forecasting and Rewards and Recognition planning
- Coordinate Translation Services for Thailand and Vietnam group for marketing, social community pages and client outreach.
Service Delivery Team Leader
TTEC -eBay Trust and Safety Team
06.2017 - 08.2023
- Personally Trained in TTEC Mexico all Operations Managers, Team Leaders, Coaches, Quality Analyst and Teammates with eBay Fundamentals and product specific.
- Cross Trained in Proactive processes such as Account Restrictions and Suspension decisioning
- Cross Trained in eBay Australia Payments team handling Transaction Holds and Payment Disputes
- Participated in recruitment process for hiring new personnel into the service delivery team.
- Provided technical guidance and training to team members on product knowledge and best practices.
- Collaborated with other departments such as HR, Finance, IT for successful implementation of projects related to service delivery.
Senior Analyst Payment Research
JP Morgan Chase Bank
Taguig
02.2009 - 05.2017
- Identified and addressed opportunities to team progress and success, resulting in a smoother flow of work and improved team morale
CSR Billing/Sales
Dell Financial Services
Pasig
08.2005 - 01.2009
- Researched and resolved customer billing disputes, resulting in improved customer satisfaction and retention with up-selling
Education
Bachelor of Arts - Behavioral Sciences
University of The Philippines
Manila 03-2000
Skills
* Excellent organizational skills
* Good conflict resolution
* Proven leadership skills
* Great decision-making skills
* Strong attention to detail
* Adept at budgeting and forecasting
* Ability to transform data into actionable, strategic decisions
Certification
- Haraya Coaching Guru, TTEC, Cainta, CA, 2022-01-01, 2022-12-31
- Haraya International - Certified Transformative Coaches and Psychologists, Quezon City, 2021-01-01, 2021-12-31
- Nursing Aide II - TESDA Certification, Antipolo Series of 2002
Timeline
Temporary Operations Manager/Operations Team Leader
TTEC - eBay Merchant Support Operations
09.2023 - Current
Service Delivery Team Leader
TTEC -eBay Trust and Safety Team
06.2017 - 08.2023
Senior Analyst Payment Research
JP Morgan Chase Bank
02.2009 - 05.2017
CSR Billing/Sales
Dell Financial Services
08.2005 - 01.2009
Bachelor of Arts - Behavioral Sciences
University of The Philippines
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