Diana Lea Alejandre
Balamaban
Summary
Dynamic and results-driven professional dedicated to leveraging skills for organizational success while fostering innovation and creativity in problem-solving. Committed to addressing challenges in fast-paced environments with a strong focus on delivering effective solutions. Eager to contribute to a forward-thinking company that values responsibility and provides opportunities for professional growth and development.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Team Lead
E-novative E-fabrication Solutions( E-Innovative Solutions)
748 Paulin St, Sta Cruz, Balamban, Philippines, 60
10.2019 - Current
- Facilitated onboarding and training processes for new hires. Target 5-8 new hires endorsed to the production floor
- Facilitated workflow management and ensured comprehensive understanding of delegated tasks among team members.
- Evaluated employee performance making sure to hit 100% every 2 rolling weeks and to enhance productivity through targeted feedback and coaching initiatives.
- Facilitated resolution of agent inquiries regarding best practices and complex call scenarios.
- Diagnosed operational issues and proposed actionable improvements.
- Evaluated and analyzed all call reports for accuracy and compliance.
- Tracked and updated call agent attendance records to support operational efficiency.
- Fostered agent motivation and engagement through constructive communication and feedback.
- Executed billing finalization processes for client approval on a bimonthly schedule.
Team Leader / Quality Analyst
E-novative E-fabrication Solutions( E-Innovative Solutions)
748 Paulin St, Sta Cruz, Balamban, Philippines, 60
05.2016 - 09.2019
- Evaluate team performance and identify low performers
- Provides feedback and action plan for agents based on the calls and sales.
- Create daily/weekly performance reports
- Keep record of agent's performance
- Provide coaching if necessary
- Prepare data-driven reports and make recommendations to improve overall performance.
- Give feedback and assist in making action plans for the agents based on the calls and sales.
- Refer to the immediate head for all matters that require important decisions.
- Perform other related duties or tasks as assigned by the immediate superior.
Closer
E-novative E-fabrication Solutions( E-Innovative Solutions)
748 Paulin St, Sta Cruz, Balamban, Philippines, 60
02.2016 - 04.2016
- Finalizing deals with prospective customers, usually by converting qualified warm leads into paying clients. Target is to close 3-5 deals a day.
Tele qualifier
E-novative E-fabrication Solutions( E-Innovative Solutions)
748 Paulin St, Sta Cruz, Balamban, Philippines, 60
10.2015 - 02.2016
- Initiate calls and respond to customer's concerns
- Provide qualified and verified customers and transfer to closers
- Meet the set standards and rules per campaign (KPI)
Education
Bachelor of Elementary Education - Education
University of The Visayas- Toledo Campus
S. Osmeña Sr. Street, Poblacion, Toledo City, 603803-2015
High School Diploma -
Nangka National High School
Nangka, Balamban, Cebu01-2011
Bachelor of Elementary Education -
Nangka Elementary School
Nangka, Balamban, Cebu01-2007
Skills
- People management
- Customer service management
- Coaching and mentoring
- Teamwork and collaboration
- Multitasking
- Adaptability and flexibility
- Documentation and reporting
Certification
Effective Leadership Skills for Success
PERSONAL INFORMATION
- Date of Birth: July 31, 1994
- Age: 31 years old
- Status: Single
- Height: 5’1
- Weight: 70 kilo
- Nationality: Filipino
- Religion: Roman Catholic
- Gender: Female
Timeline
Senior Team Lead
E-novative E-fabrication Solutions( E-Innovative Solutions)
10.2019 - Current
Team Leader / Quality Analyst
E-novative E-fabrication Solutions( E-Innovative Solutions)
05.2016 - 09.2019
Closer
E-novative E-fabrication Solutions( E-Innovative Solutions)
02.2016 - 04.2016
Tele qualifier
E-novative E-fabrication Solutions( E-Innovative Solutions)
10.2015 - 02.2016
Bachelor of Elementary Education - Education
University of The Visayas- Toledo Campus
High School Diploma -
Nangka National High School
Bachelor of Elementary Education -
Nangka Elementary School