Arnold Garcia
Team Leader
Quezon City
Summary
Results-driven BPO Team Leader with a proven track record in directing high-performing teams and optimizing service delivery to exceed key performance metrics such as AHT, CSAT, and FCR. Expertise in strategy development, coaching, and aligning goals to foster collaboration and continuous improvement while prioritizing client satisfaction. Renowned for clear communication and adept problem-solving skills, consistently delivering measurable results in fast-paced environments. Committed to driving operational excellence and enhancing team capabilities to achieve organizational objectives.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Team Leader - Service Delivery
Concentrix
11.2023 - Current
- Fostered a culture of collaboration and continuous learning, increasing team engagement scores by 20%, and reducing turnover.
- Identified operational bottlenecks and led process improvements that boosted team productivity by 18%.
- Integrated service delivery best practices into daily workflows, enabling faster decision-making, and consistent performance.
- Conducted regular performance evaluations, delivering targeted feedback that helped 80% of agents meet or exceed KPIs.
- Built and maintained strong client relationships, resulting in a 15% increase in repeat business, and positive feedback.
- Delivered strategic, results-driven solutions that enhanced operational efficiency, and consistently exceeded client expectations.
Team Leader
XMC BPO
06.2023 - 11.2023
- Spearheaded coaching initiatives that boosted team CSAT scores from 85% to 92% within three months.
- Enforced attendance protocols reduced absenteeism by 18% and improved schedule adherence to 96%.
- Resolved escalated customer issues with a 98% resolution rate, contributing to improved FCR.
- Championed a peer mentoring program that increased agent confidence and reduced QA errors by 12%.
Team Leader
R1 RCM
08.2022 - 03.2023
- Led a 17-member team to exceed monthly productivity targets by 20% through SMART goal alignment.
- Designed and delivered onboarding and refresher training, cutting ramp-up time by 30%.
- Implemented performance dashboards that improved agent visibility and accountability, resulting in a 15% QA score increase.
- Boosted team engagement scores by 25% through recognition programs and weekly morale-building huddles.
Coach / Team Lead
Sitel Philippines
03.2018 - 05.2022
- Directed a team of 20 agents, maintaining a consistent CSAT average of over 90% across 12 quarters.
- Reduced repeat calls by 25% by identifying root causes and implementing targeted coaching plans.
- Facilitated weekly calibration sessions with QA and Ops, improving audit consistency by 18%.
- Developed a performance improvement framework that lifted underperforming agents to meet KPIs within 60 days.
Customer Service Representative
Hinduja Global Solutions
04.2015 - 09.2017
- Processed over 1,000 claims monthly, with 98% accuracy, contributing to team-wide SLA compliance.
- Resolved escalated cases with a 95% success rate, earning commendations for customer satisfaction.
- Streamlined documentation workflows, reducing claim processing time by 20%.
- Consistently ranked in the top 10% for QA scores and call-handling efficiency.
Education
Bachelor of Science - Hotel and Restaurant Management
Bataan Peninsula State University
Bataan04-2015
Skills
Team Leadership & Engagement
Performance Management
Process Improvement & Optimization
Service Delivery Excellence
Client Relationship Management
Strategic Problem Solving
Conflict Resolution & Coaching
Communication & Collaboration
KPI Monitoring & Reporting
Operational Efficiency
Certification
Lean Six Sigma (White Belter)
Timeline
Lean Six Sigma (Yellow Belter)
06-2025
Team Leader - Service Delivery
Concentrix
11.2023 - Current
Team Leader
XMC BPO
06.2023 - 11.2023
Lean Six Sigma (White Belter)
06-2023
Team Leader
R1 RCM
08.2022 - 03.2023
Coach / Team Lead
Sitel Philippines
03.2018 - 05.2022
Customer Service Representative
Hinduja Global Solutions
04.2015 - 09.2017
Bachelor of Science - Hotel and Restaurant Management
Bataan Peninsula State University
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