Danielle Virgo
BPO Team Leader
Dumaguete, Province Of Negros Oriental,00
Work Preference
Summary
Results-driven Customer Support Team Lead with 6 years in the international BPO sector specializing in Fintech, IoT, and SaaS. Expertise in Quality Assurance and performance coaching enhances service standards and operational efficiency. Proven ability to build high-performing teams by integrating technical knowledge and user experience strategies, fostering mentorship and strategic process improvements.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Service Team Leader
ECEnterprises Group Manila Inc.
10.2024 - Current
- Set performance expectations for the team, monitored progress towards goals, and provided constructive feedback.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Improved team productivity by implementing streamlined work processes and reviewing performance metrics to identify growth opportunities.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Evaluated team member performance against objectives during regular reviews, recognizing achievements and addressing areas for development.
Quality Assurance Analyst
ECEnterprises Group Manila Inc.
01.2021 - 10.2024
- Mentored and coached team members on QA best practices, enhancing team knowledge and application of quality standards.
- Facilitated a quality-driven work environment through effective communication, collaboration, and integration across teams.
- Streamlined QA processes, reducing time spent on redundant tasks and improving overall workflow efficiency.
Customer Service Representative
ECEnterprises Group Manila Inc.
04.2019 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations, maintaining professionalism while resolving disputes and conflicts to support customer retention.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information, contributing to positive customer experiences.
- Responded to customer requests for products, services, and company information, ensuring timely and accurate assistance.
Computer Instructor
Metro Dumaguete College
06.2015 - 05.2016
- Managed classroom behavior through consistent policies and procedures, fostering a positive learning environment for diverse student needs.
- Administered assessments to monitor student progress and effectively adjusted instructional strategies.
- Set up computers and networking systems, providing clear, step-by-step instructions to enhance student proficiency in basic usage.
- Managed classroom behavior by implementing consistent policies and procedures, creating a positive learning environment for all students.
Disaster Preparedness Facilitator
International Care Ministry Foundation Inc.
11.2014 - 04.2015
- Enhanced community preparedness through public outreach programs and workshops that educated residents on emergency response.
- Monitored emerging threats using reliable sources of information, ensuring timely alerts and warnings were issued.
- Strengthened staff readiness by coordinating training sessions on emergency management principles and practices.
Education
Bachelor of Science - Information Technology
Metro Dumaguete College
Dumaguete, Province Of Negros Oriental, Philippines 05.2001 -
Skills
Customer service excellence
Call center experience
Technical support
Quality assurance
Root-cause analysis
Report preparation
Team management
Conflict resolution
Customer service expert
Certification
EF SET English Certificate 78/100 (C2 Proficient)
Timeline
Customer Service Team Leader
ECEnterprises Group Manila Inc.
10.2024 - Current
EF SET English Certificate 78/100 (C2 Proficient)
08-2022
Quality Assurance Analyst
ECEnterprises Group Manila Inc.
01.2021 - 10.2024
Customer Service Representative
ECEnterprises Group Manila Inc.
04.2019 - 12.2020
Computer Instructor
Metro Dumaguete College
06.2015 - 05.2016
Disaster Preparedness Facilitator
International Care Ministry Foundation Inc.
11.2014 - 04.2015
Bachelor of Science - Information Technology
Metro Dumaguete College
05.2001 -