April Rose Damot
Rodriguez, Province Of Rizal
Summary
Dynamic Sr. Supervisor at Concentrix with a proven track record in staff oversight and coaching. Enhanced team productivity through innovative workflow processes and effective conflict resolution. Skilled in data analysis, fostering collaboration, and mentoring junior staff for accelerated growth. Committed to achieving timely project completion while ensuring high-quality outcomes.
Overview
11
11
years of professional experience
Work History
Sr. Supervisor, Training & Quality
Concentrix
09.2022 - Current
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
- Mentored junior team members for accelerated professional growth and skill development.
Customer Service Team Leader
Concentrix
09.2020 - 08.2022
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Customer Service Quality Analyst
Concentrix
09.2016 - 08.2020
- Reduced customer complaints with thorough analysis of call center data, identifying trends and making recommendations for improvements.
- Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Mitigated escalations by working closely with supervisors to address recurring issues promptly and effectively.
Customer Service Representative
Concentrix
02.2014 - 09.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Computer Scence Major in Information Technology
Arellano University
Manila04-2013
Skills
- Innovation skills
- Data analysis
- Staff oversight
- Employee supervision
- Coaching and mentoring
- Teamwork and collaboration
- Administration and reporting
Travel
I have a deep fascination with traveling the world. The idea of exploring new destinations, immersing myself in diverse cultures, and experiencing the breathtaking beauty of our planet truly excites me.
Traveling allows me to step out of our comfort zones and see the world from different perspectives. Whether it's wandering through the bustling streets of Taiwan, enjoying the serene landscapes of the Bali, or savoring the rich history of Bangkok, every journey offers unique opportunities for growth and learning.
Timeline
Sr. Supervisor, Training & Quality
Concentrix
09.2022 - Current
Customer Service Team Leader
Concentrix
09.2020 - 08.2022
Customer Service Quality Analyst
Concentrix
09.2016 - 08.2020
Customer Service Representative
Concentrix
02.2014 - 09.2016
Bachelor of Science - Computer Scence Major in Information Technology
Arellano University
Similar Profiles
Kendall Anibal Campos SalazarKendall Anibal Campos Salazar
Workforce Management Analyst at ConcentrixWorkforce Management Analyst at Concentrix
Lizet Antunez-CastilloLizet Antunez-Castillo
Senior Service Design and Support at ConcentrixSenior Service Design and Support at Concentrix
Rizza FajardoRizza Fajardo
Tier 1 Technical Support Advisor at ConcentrixTier 1 Technical Support Advisor at Concentrix
Noralyn PatrianaNoralyn Patriana
Assistant Manager at ConcentrixAssistant Manager at Concentrix
Paul Jason AdadPaul Jason Adad
Missionary Pastor at Faith Fundamental Baptist ChurchMissionary Pastor at Faith Fundamental Baptist Church