Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
References
Training
Disclaimer
Timeline
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FREDERICK YEE

FREDERICK YEE

Caloocan City

Summary

  • To have a continuous professional growth in BPO industry were my acquired skills can be utilized as an asset in the industry.
  • Over 9 year’s working as a customer service and management experience in a back office operations.
  • Proficient educator and coach with ability to communicate clearly to any audience.
  • Excellent in multi-tasking abilities, quick and effective problem solver.
  • Highly adaptable, thrive on challenges and excel in new environments.
  • Able to produce positive results independently, extremely self-motivated.
  • Loyal and dependable, believing internal principles dictate performance.

Overview

10
10
years of professional experience

Work History

Team Leader

Concentrix
02.2022 - Current
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • 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.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored and guided employees to foster proper completion of assigned duties.

Team Leader Trainee

Concentrix
07.2021 - 02.2022
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Senior Subject Matter Expert

Concentrix
10.2019 - 06.2021
  • Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
  • Influenced decision-making processes by presenting data-driven insights into key organizational issues.
  • Led instructional design efforts for high-impact training programs, resulting in enhanced workforce competencies.

Senior Customer Care Specialist

Concentrix
04.2016 - 09.2019
  • Developed comprehensive training programs for new hires, enhancing the quality of support provided to customers.
  • Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
  • Optimized workflows, enabling more effective resource allocation and improved service delivery times.


Customer Care Specialist

Concentrix
06.2014 - 03.2016
  • Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
  • Actively participated in ongoing professional development opportunities, staying current on industry trends and best practices for customer care specialists.
  • Achieved consistently high quality assurance scores by adhering to company policies and procedures when interacting with customers.

Education

Bachelor of Science - Office Administration

University of Caloocan City
Caloocan City, Metro Manila, Philippines
04.2001 -

Skills

Has a Mastery in Office Procedures (Handling Calls, Handling Mails, Filing etc) and Stenography (dictation and transcription)

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Accomplishments

· Awarded as Top Team Lead for the month of January 2024

· Awarded as Account Top Performer for the year 2023

· Awarded as Top Team Lead for the month of May 2023

· Awarded as Top Team Lead for the month of May 2022

· Awarded as Top Team Lead for the month of February 2022

· Awarded as Concentrix Top Performer for the year 2020

· Awarded as a Top Performer for the month of December 2019

· Promoted as a Senior Subject Matter Expert last October 2019

· Being a Knowledge Transfer Champ for imparting my knowledge and expertise in my process during the Reverse Transition Program last October to December 2017.

· Promoted as a Senior Advisor last April 2016

· Awarded as a Top Performer for the month of March 2016

Personal Information

  • Age: 30
  • Height: 5'7
  • Date of Birth: 04/27/93
  • Nationality: Filipino
  • Marital Status: Single
  • Religion: Roman Catholic
  • Language: English and Filipino

References

  • Carmela Camarista De Leon, Reed Elsevier Philippines, Credit Card and Banking Finance Officer, UPA Technohub, Building H, Quezon City, 0929 438 7286
  • Jovet Tianga, Concentrix, People Solutions Specialist, UPA Technohub, Building G, Quezon City, 0927 560 9083
  • Ma. Rachelle Nunez, Accenture, Senior Team Leader, Gateway 2, Araneta Cubao, Quezon City, 09396282819

Training


  • TEAM LEADER ACADEMY: JOURNEY TO LEADERSHIP | ACE TIER 1 BUILDING THE FOUNDATION, 11/16/20, 11/26/20, Concentrix, UP Ayala Technohub, Quezon City
  • Six Sigma Yellow Belt Training, 09/01/19, Concentrix, UP Ayala Technohub, Quezon City
  • Knowledge Transfer, 10/23/17, 12/01/17, Tata Consultancy Services, Pune, India
  • TeleTech Novaliches, 06/13/13, 08/28/13, Human Capital Shared Services (HCSS), Level 1 and 2 Robinson Mall, Corner Maligaya Subd., Quezon City
  • Office of the Ombudsman, 11/05/12, 12/07/12, Human Resource Department, Ombudsman Bldg. Agham Road, Quezon City
  • Bernardino General Hospital, 07/20/12, 09/13/12, Accounting Department, 680 Quirino Highway, San Bartolome, Quezon City

Disclaimer

I hereby certify that the above information is true and correct to the best of my knowledge and belief.

Timeline

Team Leader

Concentrix
02.2022 - Current

Team Leader Trainee

Concentrix
07.2021 - 02.2022

Senior Subject Matter Expert

Concentrix
10.2019 - 06.2021

Senior Customer Care Specialist

Concentrix
04.2016 - 09.2019

Customer Care Specialist

Concentrix
06.2014 - 03.2016

Bachelor of Science - Office Administration

University of Caloocan City
04.2001 -

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FREDERICK YEE