Greg Martin Ornieta
Team Leader
105 Leyte St, Magdalena Compound, Brgy, San Perfecto, San Juan
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
Alta Resources
06.2023 - Current
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Customer Service Representative
Alta Resources
10.2019 - 06.2023
- Entered customer interaction details to track requests, document problems and record solutions offered.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Educated customers on promotions to enhance sales.
- Recommended Products and Services to customers, thoroughly explaining details.
Player Support Agent
Keywords Studios Manila
08.2018 - 09.2019
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Technical Support
SPI-CRM
03.2018 - 07.2018
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to [Website Management].
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Activated accounts for clients interested in new services.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Inbound Customer Service Representative
Alorica
10.2017 - 02.2018
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Generated new and repeat sales by offering timely product, service and technical information.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
Senior Customer Care Representative
Teleperformance
10.2015 - 07.2017
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease in cancellations.
- Recommended Phone products and services to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Education
High School Diploma -
Father Saturnino Urios University
Butuan City, Agusan Del Norte 06.2009 - 03.2013
Undergraduate - Bachelor of Science in Mining Engineering
Caraga State University
KM 7 NH1, Butuan City 06.2013 - 03.2014
Skills
Sales expertise
undefinedTimeline
Team Leader
Alta Resources
06.2023 - Current
Customer Service Representative
Alta Resources
10.2019 - 06.2023
Player Support Agent
Keywords Studios Manila
08.2018 - 09.2019
Technical Support
SPI-CRM
03.2018 - 07.2018
Inbound Customer Service Representative
Alorica
10.2017 - 02.2018
Senior Customer Care Representative
Teleperformance
10.2015 - 07.2017
Undergraduate - Bachelor of Science in Mining Engineering
Caraga State University
06.2013 - 03.2014
High School Diploma -
Father Saturnino Urios University
06.2009 - 03.2013
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