Edelyn Echano
San Juan, Batangas,Philippines
Summary
A diligent customer service representative with an over 4 years’ experience at a high-volume call center who wants to lead a team and set as an example to everyone to reach and achieve corporate goals. Hardworking professional with track record of leading teams to achieve operational targets and improve performance. Skilled in conflict resolution, staff training, and project management. Committed to fostering collaborative work environment and driving team success.
Overview
1
1
Language
12
12
years of professional experience
Work History
Team Manager Customer Experience
Alorica Philippines Inc
Lipa City, Batangas, Philippines
10.2023 - Current
- Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.
- Established a supportive team culture, encouraging innovation and recognising individual and group achievements.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
Customer Service Representative
Alorica Philippines Inc
Lipa City, Batangas, Philippines
04.2021 - 09.2023
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Support newbies as subject matter expert across month-long onboarding and guidance periods.
- Monitored staff performance and developed improvement plans.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Trained, coached and mentored consultants to increase team productivity.
- Evaluated team performance regularly, providing constructive feedback and coaching for continuous improvement.
- Handled complex problems and issues by understanding root causes and implementing solutions.
Logistic Coordinator
Safety Network, Inc.
Quezon City, Philippines
05.2014 - 08.2016
- Handling warehouse inventory.
- Receiving item deliveries imported from different countries.
- Coordinating with different brokerages for the delivery of the product.
- Handling petty cash.
- Organised and maintained logistics schedules, ensuring timely delivery of goods to various destinations.
- Scheduled transportation of outgoing goods to meet customer requirements.
- Recorded purchases and supply movements to maintain accurate records.
- Directed daily operations to achieve maximum efficiency and productivity.
- Collaborated with sales and production teams to align logistics operations with business objectives.
- Resolved delivery discrepancies and customer complaints, maintaining high levels of customer satisfaction.
- Managed the allocation and dispatch of vehicles for delivery, optimising routes for efficiency.
- Ensured supplies, stock, materials, packages and products were processed through the delivery systems efficiently and safely.
- Managed inventory levels, conducted stock takes, and reordered supplies to maintain optimal stock levels.
- Motivated warehouse staff to load, receive and package goods within target timeframes to meet shipping deadlines.
Education
Bachelor of Science in Business Administration - Human Resource Development Management (Undergraduate)
Lyceum of the Philippines University- Batangas
Batangas10.2012
High School Diploma - Junior High School (Old Curriculum)
Calubcub 1.0 National High School
San Juan, Batangas01.2010
Diploma - Primary Level
Subukin Elementary School
Subukin, Batangas01.2006
Skills
- Customer relationship management
- CRM systems
- Inventory control
- Performance management
- Employee coaching
- Call handling
- Data reporting
- Process improvement
- Leadership
- Operational support
- Outstanding customer service
Custom Section
09750938731, mobile
References
True
Personal Information
Age: 32
Languages
English
Advanced
C1
Timeline
Team Manager Customer Experience
Alorica Philippines Inc
10.2023 - Current
Customer Service Representative
Alorica Philippines Inc
04.2021 - 09.2023
Logistic Coordinator
Safety Network, Inc.
05.2014 - 08.2016
Bachelor of Science in Business Administration - Human Resource Development Management (Undergraduate)
Lyceum of the Philippines University- Batangas
High School Diploma - Junior High School (Old Curriculum)
Calubcub 1.0 National High School
Diploma - Primary Level
Subukin Elementary School