Hi, I’m
Ansel Bayabay
Call Center Professional
Lipa City,BTG
Summary
Experienced in leading call center teams to deliver exceptional customer service. Excel at problem-solving, team coordination, and maintaining high performance standards. Thrive in fast-paced environments, ensuring smooth operations and positive customer experiences
Overview
23
years of professional experience
Work History
ASURION
Call Center Supervisor
04.2021 - Current
Job overview
- Maintains a steady month-over-month Saves Rate success using principles of Outlier and Quartile Management.
- Utilizes trend and behavior analysis to maintain steady productivity performance across the line of business.
- Achieves 93% Saves Efficiency by analyzing calls, observing interactions, and recommending solutions to other line of business
COFORGE
Team Leader
09.2016 - 04.2021
Job overview
- Ensured successful completion of tasks assigned to all members, contributing to consistent achievement of program goals within given timelines.
- Facilitated growth-oriented coaching sessions to enhance associate's career trajectory.
HINDUJA GLOBAL SOLUTIONS
Line Trainer
10.2014 - 09.2016
Job overview
- Collaborated with Operations on the design and implementation of refresher training for current certified representatives.
- Responsible for ensuring the quality of agents promoted to production, in terms of their communication skills, soft skills, product knowledge, and call handling abilities.
SYNCHRONY FINANCIAL
Representative, CS
05.2011 - 10.2014
Job overview
- Assisted customers with billing inquiries, provided step-by-step instructions for online registration, and proficiently carried out multiple banking processes and procedures.
TELETECHLipa City, Batangas
Team Leader
09.2008 - 12.2010
Job overview
- Participated in end-to-end operational processes which included root cause analysis, actionable plan implementation and consistent monitoring.
- Attained and exceeded client metric objectives.
TELETECH
Product Specific Trainer
03.2007 - 09.2008
Job overview
- Created effective training programs for improving representative's skill set.
- Delivered trainings on current trends, updates, processes and procedures.
TELETECH
Representative, Technical Support
11.2006 - 03.2007
Job overview
- Effectively diagnosed and resolved internet service technical problems through telephone support.
- Provided after-sales support, resolving issues to maintain high levels of client retention.
Lyceum of the Philippines University – BATANGAS
College Instructor
04.2002 - 11.2006
Job overview
- Crafted comprehensive course syllabi and modules with a targeted focus on specific professional topics.
- Promoted and supported student growth.
Education
LPU – BatangasBatangas City, Batangas
Master in Business Administration from with Units
LPU – BatangasBatangas City, Batangas
Teacher Certification Program from 18 units
LPU – BatangasBatangas City, Batangas
Bachelor of Science from Computer Engineering
Skills
Workload Management
undefinedTraining
- Coaching for Results, 02/01/15
- Performance Coaching Certification, 05/01/15
- Training Delivery, 06/01/15
- Winning Culture of Champions, 07/01/15
- HGS Trainer's Certification, 07/01/15
Awards
- Coach of the Quarter, 12/01/21, Asurion
- Best Supervisor, 12/01/19, Coforge
- Best Supervisor Q1, 03/01/19, Coforge
- Best Supervisor Q2, 06/01/19, Coforge
- Best Supervisor Q4, 12/01/18, Coforge
- Best Team Leader, 10/01/10, Teletech
- Best CSAT Team Leader, 09/01/10, Teletech
- Best Team Leader, 09/01/09, Teletech
- Best Trainer, 02/01/08, Teletech
Timeline
Call Center Supervisor
ASURION
04.2021 - Current
Team Leader
COFORGE
09.2016 - 04.2021
Line Trainer
HINDUJA GLOBAL SOLUTIONS
10.2014 - 09.2016
Representative, CS
SYNCHRONY FINANCIAL
05.2011 - 10.2014
Team Leader
TELETECH
09.2008 - 12.2010
Product Specific Trainer
TELETECH
03.2007 - 09.2008
Representative, Technical Support
TELETECH
11.2006 - 03.2007
College Instructor
Lyceum of the Philippines University – BATANGAS
04.2002 - 11.2006
LPU – Batangas
Bachelor of Science from Computer Engineering
LPU – Batangas
Master in Business Administration from with Units
LPU – Batangas
Teacher Certification Program from 18 units
Similar Profiles
Brittney JohnsonBrittney Johnson
Premium Technical Support at AsurionPremium Technical Support at Asurion
Noel GirardNoel Girard
In Home Coach at AsurionIn Home Coach at Asurion
Andre MenefeeAndre Menefee
Tech II 5G Verizon Service Technician at AsurionTech II 5G Verizon Service Technician at Asurion
Timothy Conner jr.Timothy Conner jr.
Field Service Technician at AsurionField Service Technician at Asurion
Myron Cristian C. FelicianoMyron Cristian C. Feliciano
MATERIALS HANDLING MANAGER at Aboitiz Power Subs. GNPower Mariveles Energy Center Ltd. Co. GMECMATERIALS HANDLING MANAGER at Aboitiz Power Subs. GNPower Mariveles Energy Center Ltd. Co. GMEC