Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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DARWIN PASANA

DARWIN PASANA

Work TEX Supervisor
UrdanetA City

Summary

I am a work TEX Supervisor who shares best practices to my experts when it comes to excellent level of customer service by doing skill transfer. Developing people by doing proper coaching in identifying their trending behavior in order for them to get customer's satisfaction in call handling. Empowering my people by doing wellness check prior to our scheduled shift shift to make sure that they will be able to provide the excellent level of customer service that our customers truly deserve. Celebrating small wins with my experts by acknowledging their efforts and feedbacks provided by the customers based on how they were being assisted. Addressing expert's difficulties in order for them to work with their improvement areas.

Overview

7
7
years of professional experience
6
6
Certifications

Work History

Supervisor

Sutherland Global Services
03.2022 - 02.2024
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
  • Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
  • Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitored workflow to improve employee time management and increase productivity.
  • Achieved results by working with staff to meet established targets.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Customer Service Representative

Sitel Baguio
06.2017 - 12.2018
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Bachelor of Arts - English Language And Literature

Pangasinan State University - Urdaneta Campus
Brgy. San Vicente East, Urdaneta City, Pangasinan
04.2001 -

High School Diploma -

Urdaneta City National High School
Brgy. San Vicente West, Urdaneta City, Pangasinan
04.2001 -

Skills

    Business Development

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Accomplishments

    Awarded as top DDC hero or Delinquent Dollar Collector as part of our major metrics when I was a regular employee on January of 2023 with an average score of %140.03 wherein the program's goal was just %98.00. Consistently being on top when it comes to Net promoter score or customer's satisfaction under our team/cluster. Recently awarded as a Top Supervisor for the month of November 2023 and was given the certificate by January of this year.

Certification

Top Supervisor

Timeline

Top Supervisor

11-2023

TEX Leader Training

02-2023

Stay Connected Hero

01-2023

Frontline Leadership Development

10-2022

Top Net Promoter Score

10-2022

Top Expert

09-2022

Supervisor

Sutherland Global Services
03.2022 - 02.2024

Customer Service Representative

Sitel Baguio
06.2017 - 12.2018

Bachelor of Arts - English Language And Literature

Pangasinan State University - Urdaneta Campus
04.2001 -

High School Diploma -

Urdaneta City National High School
04.2001 -

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DARWIN PASANAWork TEX Supervisor