Breanna Victoria
Team Manager
Paranaque
Summary
Resourceful and results-driven professional with over 5 years of experience in the BPO industry, including 4+ years in team supervision, operations management, and client support across Retail and Digital Healthcare accounts. Adept at leading high-performing teams, resolving customer concerns with empathy and precision, and driving measurable improvements in productivity and service quality. Known for fostering collaborative environments, streamlining workflows, and maintaining consistent achievement of key performance metrics.
Overview
5
5
years of professional experience
4044
4044
years of post-secondary education
Work History
Team Manager
VXI
Pasay City
05.2024 - 09.2025
- Led weekly team meetings to align goals, troubleshoot challenges, and drive project success.
- Boosted team productivity by 20% through strategic planning and performance tracking.
- Managed a 15-member chat support team, ensuring engagement and consistent service delivery.
- Supported Digital Health Care and Retail accounts, adapting to diverse client needs.
- Handled customer complaints with professionalism, maintaining high satisfaction and loyalty.
- Organized team schedules across multiple projects, optimizing staffing and coverage.
- Cultivated a supportive, innovative team culture that recognized individual contributions.
- Provided on-site technical advice, reducing delays and improving operational efficiency.
- Delivered clear performance reports and guided teams toward metric attainment.
- Led community engagement initiatives, enhancing brand reputation and social impact.
- Maintained a safe and compliant work environment, reducing workplace incidents.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Team Manager Customer Experience
Alorica
Pasay City
06.2021 - 02.2024
- Managed and coached a dedicated support team, driving engagement and consistent KPI attainment🏆 Achieved Top Team Manager status for 5 months straight through strategic goal setting and team development
- Served as Team Manager – Escalation Specialist, resolving complex client issues and guiding specialized escalation teams
- Team Manager – Chat Support, overseeing real-time customer interactions and service quality
- Team Manager – Tier 2 & 3 Phone Support handling advanced technical queries and escalations
- Handled Retail account via phone and chat support, ensuring seamless customer experience across platforms
- Cultivated customer loyalty by promoting repeat business and enhancing service delivery
- Led a specialized escalation team, resolving high-priority client concerns with speed and professionalism
- Delivered performance reports and feedback sessions to maintain high standards and continuous improvement
Team Manager Pacesetter
Alorica
Pasay City
02.2021 - 06.2021
- Handled Supervisor-level calls and resolved Manager queue tickets for a customer care program Recognized as the top-performing
- Team Manager for outstanding leadership and results
Served as Escalation Specialist for March 2020, managing high-priority client concerns - Successfully addressed and resolved complex client escalations
- Conducted CSAT deep dive analysis to identify service improvement opportunities
- Delivered quality training sessions to enhance team performance and customer satisfaction
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Customer Service Representative
Alorica
Pasay City
09.2020 - 01.2021
- Handle 50 to 70 calls per day
- Inbound and Outbound calls
- Took in Customer-Service calls for a retail program
- Consistently part of the top agents of the program
- Also took in Customer Service calls for customer care account and consistently part of the top agent of the program.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Business Administration And Management
Informatics College Northgate
Alabang City 11.2024
Some College (No Degree) - Business Administration And Management
Informatics College Cavite
Imus City Skills
Employee engagement
Team leadership
Analytical skills
Problem-solving aptitude
Documentation and reporting
Business analysis and reporting
Training and development
Problem-solving abilities
Accomplishments
- Advanced from Customer Service Representative (2020) to Team Manager Customer Experience, Site COS Operations Management quickly (2021) as a first-year achievement.
- Built and nurtured key client relationships to grow profit.
- Improved customer satisfaction rate by successfully handling customer complaints and implementing monthly staff training.
- Student Supreme President (2018) Planned and coordinated School projects resulting in increased engagements.
- Student Supreme Vice President (2017) Planned and Executed school activities that promote individuality, Talents, creativity, and leadership.
Timeline
Team Manager
VXI
05.2024 - 09.2025
Team Manager Customer Experience
Alorica
06.2021 - 02.2024
Team Manager Pacesetter
Alorica
02.2021 - 06.2021
Customer Service Representative
Alorica
09.2020 - 01.2021
Bachelor of Science - Business Administration And Management
Informatics College Northgate
Some College (No Degree) - Business Administration And Management
Informatics College Cavite