Benjamin Alexander T. Zingalaoa
Magalang
Summary
A position that will provide the opportunity to make a strong contribution, where my proficiency will be applied and continued through development of professional skills.
Overview
14
14
years of professional experience
Work History
Team Leader
Taskus
Clark Freeport Zone, Pampanga
10.2023 - 11.2024
Team Leader
Concentrix
Clark Freeport Zone, Pampanga
08.2020 - 10.2023
- Leading, Guiding and Developing CSAs to achieve their individual and Account Metric Goals.
- Focusing on individual performance to drive Team's performance.
- Listening to each individual feedback and conducting huddles to adjust on any given product update.
- Pivotal in ensuring the efficiency and effectiveness of the front-line fraud prevention efforts.
- Ensuring Service Level is met on a daily basis.
- Meeting all agreed-upon turnaround time for deliverables.
- Balancing Headcount and forecast to meet incoming calls.
Customer Service Analyst
Blackedge Digital
Clarkfield, Pampanga
09.2019 - 07.2020
- Providing recommendations on ways to improve productivity and customer satisfaction.
- Educating customer on product information and quotes via phone, chat or email.
- Accountable for customer satisfaction and solutions.
Team Manager | Account Management
Sutherland
Clark field, Pampanga
05.2013 - 05.2019
- Leading, Guiding and Developing CSAs to achieve their individual and Account Metric Goals.
- Focusing on individual performance to drive Team's performance.
- Listening to each individual feedback and conducting huddles to adjust on any given product update.
- Audit and Coaching.
- Ensuring Service Level is met on a daily basis.
- Meeting all agreed-upon turnaround time for deliverables.
- Balancing Headcount and forecast to meet incoming calls.
Customer Service Representative
IQor Phils.
Clarkfield, Pampanga
11.2010 - 04.2013
- Taking phone calls and meeting individual goals.
- Meeting and exceeding expectations of Customers.
- Providing Customer Service.
Education
Undergraduate - Information Technology
Holy Angel University
01.2002
Skills
- People Management
- Leadership and Motivation
- Coaching and Development
- Operational Expertise
- Data Analysis and Reporting
- Problem-Solving and Decision-Making
- Strategic and Administrative Expertise
- Policy and Procedure Adherence
- Adaptability and Change Management
Certification Training Attended
- Lead 100 (Leadership Training)
- Team Manager University (Leadership Training)
- TMU 2 (Managing Attrition, Shrinkage and RCA)
- Lean Six Sigma trained
Personal Information
- Date of Birth: 06/02/85
- Nationality: Filipino
- Marital Status: Married
Expertise
Leadership and Motivation, Coaching and Development, Data Analysis and Reporting, Problem-Solving and Decision-Making, Policy and Procedure Adherence, Adaptability and Change Management
Timeline
Team Leader
Taskus
10.2023 - 11.2024
Team Leader
Concentrix
08.2020 - 10.2023
Customer Service Analyst
Blackedge Digital
09.2019 - 07.2020
Team Manager | Account Management
Sutherland
05.2013 - 05.2019
Customer Service Representative
IQor Phils.
11.2010 - 04.2013
Undergraduate - Information Technology
Holy Angel University