Ceilo Estrella
Team Leader
Imus City
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
Work History
Team Leader
Concentrix
06.2023 - Current
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Team Leader
TDCX Philippines
03.2021 - 03.2023
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Team Leader
TaskUs
08.2018 - 01.2021
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Service Representative
TaskUs
03.2016 - 08.2018
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Technical Support Representative
Telstra
03.2015 - 02.2016
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Technical Support Representative
Iqor For T-Mobile
09.2014 - 02.2015
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Technical Support Representative
Alorica
03.2014 - 08.2014
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Education
Associates Degree - Hotel And Restaurant Management
International School of HRM
Bacoor Ctiy, Cavite 04.2001 -
High School Diploma -
Maranatha Christian Academy
Malagasang, Imus City, Cavite 04.2001 -
No Degree -
Lakersfiel Learning Academy
Alapan, Imus City, Cavite 04.2001 -
Skills
Coaching
Documentation And Reporting
Mentoring
Team Supervision
Key Performance Indicators
Timeline
Team Leader
Concentrix
06.2023 - Current
Team Leader
TDCX Philippines
03.2021 - 03.2023
Team Leader
TaskUs
08.2018 - 01.2021
Customer Service Representative
TaskUs
03.2016 - 08.2018
Technical Support Representative
Telstra
03.2015 - 02.2016
Technical Support Representative
Iqor For T-Mobile
09.2014 - 02.2015
Technical Support Representative
Alorica
03.2014 - 08.2014
Associates Degree - Hotel And Restaurant Management
International School of HRM
04.2001 -
High School Diploma -
Maranatha Christian Academy
04.2001 -
No Degree -
Lakersfiel Learning Academy
04.2001 -
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