Diana Valdez
Operations Supervisor
Imus, Province Of Cavite
Summary
Dynamic operations supervisor with a proven track record at EPerformax Contact Centers & BPO, enhancing team productivity through effective coaching and performance monitoring. Skilled in operations management and customer relations, I implemented quality control systems that significantly boosted customer satisfaction rates, fostering strong client relationships and driving team success.
Overview
11
11
years of professional experience
Work History
Operations Supervisor
EPerformax Contact Centers & BPO
10.2023 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
Team Leader
EPerformax Contact Centers & BPO
01.2018 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Representative
EPerformax Contact Centers & BPO
10.2015 - 12.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Human Resource Development Management
Palawan State University
Puerto Princesa City, Province Of Palawan, Philippines 04.2001 -
Skills
Operations management
Customer relations
Performance monitoring
Staff supervision
Timeline
Operations Supervisor
EPerformax Contact Centers & BPO
10.2023 - Current
Team Leader
EPerformax Contact Centers & BPO
01.2018 - 09.2023
Customer Service Representative
EPerformax Contact Centers & BPO
10.2015 - 12.2018
Bachelor of Science - Human Resource Development Management
Palawan State University
04.2001 -