BARRY E. ASTAQUINTA
Summary
Collaborative and results-driven promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy and proficient leader in overseeing operations with practiced leadership skills and strong attention to detail.
Overview
11
11
years of professional experience
Work History
Inside Sales Senior Analyst
Accenture
11.2023 - Current
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created and executed digital marketing strategies to enhance customer interaction.
- Monitored digital marketing analytics, identifying trends and making data-driven adjustments to improve performance.
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Streamlined sales processes to improve efficiency and productivity within the team.
Team Captain/Team Leader
Telus International Philippines
02.2022 - Current
- Oversee day-to-day operation
- Conducts performance management activities for team members supervised
- Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle
- Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets
- Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary
- Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets
Sales Advisor
Concentrix
10.2021 - 01.2022
- Solve customer concerns by finding immediate solutions
- Increased sales by offering advice on purchases and promoting additional products
- Processed product returns and assisted customers with other selections
- Detailed explanation on customer bill
- Provided technical support for mobile phones
- Maintained customer satisfaction with quick and professional resolution
Team Manager
Alorica Teleservices
10.2016 - 10.2020
- Motivates and drives performance of agents by incentives and positive work atmosphere and administering recognition and rewards programs
- Gather overall LOB KPIs and create a presentation presented to the client on a weekly/monthly basis
- Evaluated employee performance increasing quality of work and employee motivation
- Resolved escalated calls by finding immediate solutions
- Do service observation and provide immediate feedback to agents to improve quality service
- Review all detractor calls and identify the agent’s behavior as to why the customer gave a negative survey
- Identified and corrected deficient performance and behaviors to achieve results
- Led agent relations through effective communication, coaching, training, and development
Executive Operations
Teleperformance
06.2014 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Education
Undergraduate in Bachelor of Secondary Education - English
Don Bosco College Canlubang
Camp Vicente Lim Integrated School
Skills
- Time Management
- Knowledgeable in Microsoft Office
- Leadership
- Excellent Communication
- Sales
- Performance monitoring
- Digital marketing
- KPI monitoring
- Team development
- Influencing skills
Timeline
Inside Sales Senior Analyst
Accenture
11.2023 - Current
Team Captain/Team Leader
Telus International Philippines
02.2022 - Current
Sales Advisor
Concentrix
10.2021 - 01.2022
Team Manager
Alorica Teleservices
10.2016 - 10.2020
Executive Operations
Teleperformance
06.2014 - 05.2015
Undergraduate in Bachelor of Secondary Education - English
Don Bosco College Canlubang
Camp Vicente Lim Integrated School
Similar Profiles
John Jethro E. GanzonJohn Jethro E. Ganzon
Cloud Infrastructure Team Lead at AccentureCloud Infrastructure Team Lead at Accenture
Prerana JadhavPrerana Jadhav
Software Development Senior Analyst at AccentureSoftware Development Senior Analyst at Accenture
Ritika RaoRitika Rao
Media and Graphic Design Analyst at AccentureMedia and Graphic Design Analyst at Accenture
Jimmy HernandezJimmy Hernandez
Sr Consulting Analyst at AccentureSr Consulting Analyst at Accenture
PRADHEESH S HPRADHEESH S H
Inside Sales Senior Analyst at AccentureInside Sales Senior Analyst at Accenture