Angelica Mendoza
Sr. Team Leader - Sales Coordinators
Manila
Summary
Experienced Team Leader with over 4 years of experience in Business Process Operational Support. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Sr Team Leader
Wrist Ship Supply Service Center
Manila
01.2022 - Current
- Improved operations through consistent hard work and dedication.
- Led team of 35 members while providing exceptional customer service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Worked with customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Led projects and analyzed data to identify opportunities for improvement.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-to-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Robotic Process Analyst
Wrist Ship Supply Service Center - Denmark based (WFH)
Manila
12.2020 - 12.2021
- Maintained energy and enthusiasm in fast-paced environment.
- Prepared variety of different written communications, reports and documents.
- Collaborated with team members to achieve target results.
- Drove operational improvements which resulted in savings and improved profit margins.
- Improved operations through consistent hard work and dedication.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created plans and communicated deadlines to complete projects on time.
Team Leader/Sr Team Leader
Wrist Ship Supply Service Center
Manila
06.2019 - 12.2020
- Led team of 15 members while providing exceptional customer service.
- Built strong relationships with customers through positive attitude and attentive response.
- Implemented new working processes to deliver multiple improvements.
- Assisted with new hire processing and existing training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Cross-trained and provided backup support for organizational leadership.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Process Expert
Wrist Ship Supply Service Center
Manila
04.2017 - 05.2019
- Analyzed and assessed functional and organizational activities.
- Collaborated with upper management to drive strategy and implement new processes.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Optimized core processes to improve business performance and operational agility.
- Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
- Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features.
Business Process Associate
Wrist Ship Supply Service Center
Manila
06.2016 - 04.2017
- Performed data entry operations to update database with customer responses.
- Collected, arranged and input information into database system.
- Received and followed pick sheets to gather merchandise for customer orders.
- Completed day to day work, recognizing discrepancies and promptly addressing for resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
Bachelor of Science - Business Teacher Education
Polytechnic University of The Philippines
Sta. Mesa, Manila 06.2012 - 04.2016
Skills
Cross-functional teams leadership
Team leadership and coaching
Team leadership skills
Analytical and Critical Thinking
Active Listening
Decision-Making
Training and Development
Multitasking Abilities
Flexible and Adaptable
Problem-Solving
DISC Profiling
Certification
Lean White Belt Training
Timeline
Sr Team Leader
Wrist Ship Supply Service Center
01.2022 - Current
Robotic Process Analyst
Wrist Ship Supply Service Center - Denmark based (WFH)
12.2020 - 12.2021
Team Leader/Sr Team Leader
Wrist Ship Supply Service Center
06.2019 - 12.2020
Lean White Belt Training
12-2018
Civil Service License
10-2018
Process Expert
Wrist Ship Supply Service Center
04.2017 - 05.2019
Business Process Associate
Wrist Ship Supply Service Center
06.2016 - 04.2017
Bachelor of Science - Business Teacher Education
Polytechnic University of The Philippines
06.2012 - 04.2016