CHARISMA TEVES
Product Support, Associate Manager
Cebu City, Province Of Cebu
Summary
Dynamic leader with a proven track record at Newfold Digital, dedicated to enhancing team efficiency and customer satisfaction through innovative process improvements and effective coaching. With over 16 years of experience in web hosting, I have successfully navigated complex technical environments and excelled in escalation management and technical issue analysis, leading to a significant reduction in customer complaints.
My approach focuses on fostering a culture of teamwork and empathy, empowering team members to take ownership of their roles and drive results. I am committed to team member retention, implementing strategies that promote engagement and professional growth, ultimately creating a stable and motivated workforce. I utilize data-driven insights to guide our decisions and improve operational efficiency, ensuring our teams are fully prepared to meet and exceed the needs of our customers.
Overview
11
11
years of professional experience
23
23
years of post-secondary education
Work History
Product Support, Associate Manager
Newfold Digital
Cebu City
01.2019 - 10.2024
- Leads by example, inspires, motivates, and manages staff, strictly adhering to the company's guidelines and expectations.
- Creates an environment oriented towards trust, open communication, and cohesive team effort.
- Delegates tasks, sets deadlines, and offers guidance and feedback to the Team Leaders.
- Analyzes day-to-day operations; the volume of calls, emails, and chat arrival patterns; AHT performance; and all shrinkage factors (i.e.). Absenteeism, attrition.
- Monitors and evaluates overall cluster performance and individual Team Leaders' performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Conducts regular weekly team leaders meetings and one-on-one coaching, incorporating feedback, training, and motivational techniques, and tailor-made advice.
- Identifies operational issues, suggesting possible improvements, and helping to optimize procedures.
- Helps disseminate information clearly and understandably to ensure correct updates are given to employees and customers at all times.
- Takes managerial complaints, queries, or calls, provided that the Team Leaders have already tried to take call ownership and exhausted all possible resources.
- Implemented process improvements within the Product Support department, leading to reduced call wait times and increased first-call resolution rates.
Customer Care Team Leader
Newfold Digital
Cebu City
11.2014 - 01.2021
- Identified potential process improvements through data analysis, leading to increased team efficiency and better use of resources.
- Led weekly meetings focused on continuous improvement initiatives that directly impacted the team's performance and customer satisfaction levels.
- Ensures compliance with company policies and industry regulations related to customer service operations.
- Handles escalated calls professionally by listening carefully to the needs of each customer before offering appropriate solutions.
- Monitors and evaluates overall team performance and individual members' performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Develop strategies for providing quick resolutions to difficult or complex queries from customers.
- Conducts regular performance appraisals of customer care representatives to ensure adherence to standards.
- Facilitates problem-solving activities among team members to ensure effective communication between them.
- Performs root cause analysis on recurring problems encountered by customers during interaction.
- Collaborated with management to develop strategies for increasing customer and employee retention rates.
- Implemented quality assurance measures, resulting in a significant decrease in customer complaints.
Customer Care Representative
Newfold Digital
08.2013 - 10.2014
- Assisted call-in customers with technical questions, such as but not limited to domains, email, webhosting and other service offered.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Education
Bachelor of Science - Psychology
University of San Jose - Recoletos (ETEEAP)
Magallanes Street, Cebu City 04.2001 - 04.2024
Skills
Innovation and Creativity
Training and coaching
Escalation management
Teamwork and Collaboration
Customer Service
Software Installation
Microsoft Windows and Office
Problem-solving abilities
Technical issues analysis
Multitasking Abilities
Excellent Communication
Adaptability and Flexibility
Effective Communication
Customer Communication and Empathy
Accomplishments
Successfully led a high-performing team and was proud to be recognized as the Team Champion of the Year in 2018. Additionally, I earned a nomination from our CEO to be featured in the April 2019 Employee Highlight, showcasing my commitment to excellence and team success and personal growth.
Timeline
Product Support, Associate Manager
Newfold Digital
01.2019 - 10.2024
Customer Care Team Leader
Newfold Digital
11.2014 - 01.2021
Customer Care Representative
Newfold Digital
08.2013 - 10.2014
Bachelor of Science - Psychology
University of San Jose - Recoletos (ETEEAP)
04.2001 - 04.2024
Similar Profiles
Ryan BanisRyan Banis
Analyst - Abuse Mitigation and Compliance at Newfold DigitalAnalyst - Abuse Mitigation and Compliance at Newfold Digital
Von Gerbie PamaybayVon Gerbie Pamaybay
Business Consultant at Newfold DigitalBusiness Consultant at Newfold Digital
Vivek Shyam MVivek Shyam M
Hosting Product Specialist at NewFold DigitalHosting Product Specialist at NewFold Digital