Chloe Agor-Ocampo
Meycauayan
Summary
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
17
17
years of professional experience
Work History
Team Lead
Emapta Versatile Services
10.2020 - 10.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Plan, manage, and track employee work, including time and attendance, employee scheduling, and compliance with labour laws.
Client Support
Contactually (Acquired by Compass)
11.2018 - 10.2020
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Provided end-user system and equipment training.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by chat and email.
- Logged activities in tracking system to maintain accurate, timely records.
Human Resorces and Data Analysts
Datafox - (Acquired by Oracle)
08.2017 - 10.2018
- Created assigned Excel documents to assist with pulling pertinent data to the business.
- Confirmed appointments and interviews with job candidates.
Team Leader
Asurion
Santa Rosa, Laguna
09.2016 - 09.2017
- Produced weekly, daily and monthly activity reports and forecasts.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Assisted in recruitment to build team of top performers.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Team Leader - Service Delivery
Afni Call Center
01.2015 - 01.2017
- Utilized specialized software to capture and process data.
- Tracked key performance indicators to measure success of campaigns.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Produced weekly, daily and monthly activity reports and forecasts.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Assisted in recruitment to build team of top performers.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Handled various campaigns ( Verizon, AT&T, Telstra and Comcast)
Team Leader
StarTek
Ortigas Center, Pasig
12.2012 - 12.2014
- Evaluated customer needs and feedback to drive product and service improvements.
- Devised and implemented processes and procedures to streamline operations.
- Assisted in recruitment to build team of top performers.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Frequently inspected production area to verify proper equipment operation.
- Educated staff on organizational mission and goals to help employees achieve success.
Team Leader
Teleperformance USA
Fairview, Quezon City
12.2010 - 12.2012
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
Technical Support Representative
Teletech - Novaliches
Novaliches, Quezon City
09.2007 - 12.2010
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
Education
Undergraduate - Marketing, Business Studies/Administration/Management
National College of Business And Arts, Philippines
Quezon City, Metro Manila, PhilippinesUndergraduate - Psychology, Bachelor of Science
Philippine Normal University
Manila, Metro Manila, PhilippinesUndergraduate - Marketing, Business Studies/Administration/Management
National College of Business and Arts, Philippines
Skills
- Talent acquisition
- Employee training
- Change management
- Performance improvement
- Program development
- Performance monitoring
- Work assignment delegation and schedule management
- Strategic planning
Personalparticulars
39 years, 04/10/85, Filipino, Female
Timeline
Team Lead
Emapta Versatile Services
10.2020 - 10.2024
Client Support
Contactually (Acquired by Compass)
11.2018 - 10.2020
Human Resorces and Data Analysts
Datafox - (Acquired by Oracle)
08.2017 - 10.2018
Team Leader
Asurion
09.2016 - 09.2017
Team Leader - Service Delivery
Afni Call Center
01.2015 - 01.2017
Team Leader
StarTek
12.2012 - 12.2014
Team Leader
Teleperformance USA
12.2010 - 12.2012
Technical Support Representative
Teletech - Novaliches
09.2007 - 12.2010
Undergraduate - Marketing, Business Studies/Administration/Management
National College of Business And Arts, Philippines
Undergraduate - Psychology, Bachelor of Science
Philippine Normal University
Undergraduate - Marketing, Business Studies/Administration/Management
National College of Business and Arts, Philippines
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