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
10.2023 - 11.2024
Team Leader
Concentrix
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
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
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.
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
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