Erika Esther Dangcalan
Mandaue
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
13
13
years of professional experience
Work History
Team Leader
EPerformax Contact Centers & BPO
05.2021 - 01.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Financial Services Representative
Citibank, NA
11.2017 - 04.2021
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Advised clients on retirement planning options such as IRAs or annuities based on individual goals.
- Maintained updated records of all financial transactions to support traceability.
Lead Agent
Exxpert Communications Inc
11.2011 - 11.2017
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Increased client retention through excellent communication and effective problem-solving techniques.
- Managed a team of agents, providing guidance and support to achieve performance goals.
- Analyzed data trends to identify potential areas for growth or improvement within the department or organization as a whole.
- Monitored call quality to ensure high levels of professionalism and adherence to company standards.
- Enhanced team productivity by implementing efficient work processes and streamlining communication.
- Spearheaded initiatives focused on enhancing customer service delivery, leading to higher satisfaction ratings from clients.
Education
Bachelor of Science - Information Technology
University of Cebu - Banilad
10-2013
Skills
- Customer service
- Calendar management
- Data entry
- Microsoft office
- Document preparation
- Meeting scheduling
- File organization
- Spreadsheet management
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Verbal and written communication
- Task prioritization
- Teamwork and collaboration
- Financial services
Timeline
Team Leader
EPerformax Contact Centers & BPO
05.2021 - 01.2025
Financial Services Representative
Citibank, NA
11.2017 - 04.2021
Lead Agent
Exxpert Communications Inc
11.2011 - 11.2017
Bachelor of Science - Information Technology
University of Cebu - Banilad
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