Daryl Bryan Belandres
Coach And Team Leader
Mandaue City
Summary
Seasoned Customer Service leader offering exceptional knowledge of call center procedures and customer satisfaction strategy demonstrated across 7 years of progressive industry performance. Superior history of providing effective staff direction to improve or handle complex issues. Well-positioned to manage customer escalations to resolve issues and improve service.
Overview
9
9
years of professional experience
Work History
Coach / Operations Team Leader
Foundever (formerly Sykes Asia Inc)
10.2019 - Current
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Streamlined communication within the team by implementing clear guidelines and expectations for all agents.
- Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
- Promoted a culture of continuous learning within the team by sharing resources on process updates and best practices.
Quality and Compliance Analyst
Foundever (formerly Sykes Asia Inc)
07.2017 - 10.2019
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
Customer Service Representative
Foundever (formerly Sykes Asia Inc.)
01.2017 - 07.2017
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Reservations Officer
Golden Prince Hotel And Suites
04.2015 - 11.2016
- Provided exceptional customer service through timely responses to emails and phone calls from potential guests.
- Conducted regular audits of reservations data to identify discrepancies or errors, maintaining a high level of accuracy within the system.
- Monitored inventory levels closely to prevent overbooking while maximizing room occupancy rates.
- Utilized various software programs for managing reservations, data entry, and reporting purposes.
Education
Bachelor of Science - Hospitality Management
Cebu Technological University - Argao Campus
Ed, Isidro Kintanar St, Argao, 6021 Cebu 05.2001 -
Skills
Quality assurance and controls
Team Management
Knowledge database understanding
English Fluency
Policy Enforcement
Escalation Handling
Data Analysis and Management
Timeline
Coach / Operations Team Leader
Foundever (formerly Sykes Asia Inc)
10.2019 - Current
Quality and Compliance Analyst
Foundever (formerly Sykes Asia Inc)
07.2017 - 10.2019
Customer Service Representative
Foundever (formerly Sykes Asia Inc.)
01.2017 - 07.2017
Reservations Officer
Golden Prince Hotel And Suites
04.2015 - 11.2016
Bachelor of Science - Hospitality Management
Cebu Technological University - Argao Campus
05.2001 -