DIVINA R. DOMINGO
Virtual Assistant
San Nicolas, Province Of Ilocos Norte,01
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
Alorica
San Nicolas
07.2023 - Current
- Led and motivated a team of 15-20 agents to achiever KPIs, including quality, productivity and customer satisfaction metrics
- Monitored performance dashboards and conducted regular coaching sessions to support individual and team development
- Partnered with QA and training departments to address performance gaps and streamline processes
- Achieved Customer Obsession Award for three consecutive months (January-March) for top-tier performance in customer service metrics
- Implemented team engagement strategies that improved retention and morale
- Mentoring newly onboarded employees to production
Quality Experience Associate
Alorica
San Nicolas
07.2020 - 09.2023
- Conducted quality audits and provided actionable feedback 2 times a week including follow through to improve agent performance and compliance
- Trained new hires on quality guidelines and service standards
- Identified trends through root-cause analysis and collaborated with team leads to implement process improvements
Customer Service Associate
Alorica
San Nicolas
07.2017 - 09.2020
- Delivered outstanding customer service, resolving inquiries efficiently and empathetically
- Consistently met or exceeded targets each metrics
- Received positive customer feedback and commendations for professionalism and service quality
Education
Computer Secretarial -
Datacom Institute of Computer Technology
Skills
Accomplishments
- Improved client satisfaction.
- Led a 15-member team to increase in client satisfaction.
- Achieved Customer Obsession Award for three consecutive months (01/01/23-03/31/23) for top-tier performance in customer service metrics.
- Increased team productivity through enhanced task management and targeted performance coaching strategies.
- Achieved reduction in customer complaints by implementing improved data entry processes and quality audits.
Timeline
Customer Experience Manager
Alorica
07.2023 - Current
Quality Experience Associate
Alorica
07.2020 - 09.2023
Customer Service Associate
Alorica
07.2017 - 09.2020
Computer Secretarial -
Datacom Institute of Computer Technology
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