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)
Mentoring, Coaching and Giving Constructive Feedback
Team Supervision and Client Service
Employee Evaluation and Staff Training
Problem-Solving and Complaint resolution
Performance Improvement and Quality Improvement
Documentation And Reporting
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 -