ANNILYN DEL CASTILLO
Team Manager
MAKATI CITY
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
TEAM LEADER
ALORICA TELESERVICES INC
TAGUIG
06.2020 - Current
- Monitoring manpower (daily schedule, break schedule and call summary)
- Lead and Motivate the Team
- 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.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
SUBJECT MATTER EXPERT
ALORICA TELESERVICES INC
05.2018 - 06.2020
- BGC, TAGUIG
- Answer customer questions about basic banking services, such as account balances and interest rates and fees
- Also help customers protect their accounts by reviewing suspicious activity, reversing transactions and reissuing compromised credit cards
- Ensuring the facts and details are correct and updated all the time
- Knowledgeable of the process specifically on account maintenance and report details
- Assist and accomplish other task that may assigned by the manager and supervisor
- Do supervisor calls (complaint and other customers concern)
CONSULTANT
Sutherland Global Services
Taguig City
08.2016 - 02.2018
- Assists clients (both seller and buyer)with their concerns
- Cancellation of transaction, processing refund, and/or listing
- Assists clients with their purchase/listing
- Checking delivery status and/or direct coordination with courier for urgent concerns
- Email escalations for urgent concerns/complaints
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Integrated technology and business operations to identify targeted solutions to customer issues.
Education
BACHELOR OF SCIENCE - ELECTRONIC AND COMMUNICATION ENGINEERING
BICOL STATE COLLEGE OF APPLIED SCIENCES AND TECHNOLOGY
06.2010 - 03.2015
SECONDARY - undefined
SAN ISIDRO NATIONAL HIGH SCHOOL
Skills
Complaint resolution
Complaint resolution
Key performance indicators
Client Service
Performance improvement
Problem-Solving
Multitasking Abilities
Decision-Making
Analytical and Critical Thinking
Timeline
TEAM LEADER
ALORICA TELESERVICES INC
06.2020 - Current
SUBJECT MATTER EXPERT
ALORICA TELESERVICES INC
05.2018 - 06.2020
CONSULTANT
Sutherland Global Services
08.2016 - 02.2018
BACHELOR OF SCIENCE - ELECTRONIC AND COMMUNICATION ENGINEERING
BICOL STATE COLLEGE OF APPLIED SCIENCES AND TECHNOLOGY
06.2010 - 03.2015
SECONDARY - undefined
SAN ISIDRO NATIONAL HIGH SCHOOL