Herson Pambalan
Baguio City
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
14
14
years of professional experience
Work History
Operations Manager
Sitel Corporation
Baguio City
11.2018 - 07.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Helped build and review master service agreements for work eligibility.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Promoted positive customer experience through day-to-day supervision and management
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Team Leader Manager
Sitel Corporation
Baguio City
07.2013 - 11.2018
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Monitored incoming calls and provided feedback to numbers of associates to improve quality of service.
- Facilitated meetings to communicate team performance goals and results.
- Led employee relations through effective communication, coaching, training and development.
Escalations Specialist, Compliance
Sitel Corporation
Baguio City
06.2010 - 07.2013
- Wrote and presented reports outlining findings and recommendations from compliance audits.
- Gathered, organized and evaluated data to make accurate assessments of current operations.
- Oversaw and monitored violation tracking system for accuracy, reducing executive escalation issues.
- Create reports to keep senior management informed of operations and progress of compliance efforts.
Customer Service Representative
Sitel Corporation
Baguio City
10.2009 - 06.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
ESL Tutor
Jjanglish Language Insitute
Baguio City
02.2008 - 10.2009
- Assessed student proficiency and designed lesson plans to target weak areas.
- Designed engaging instructional materials and activities.
- Assigned sight words and extended vocabulary using phonetic instruction.
- Administered feedback to students using positive reinforcement techniques to encourage and build confidence.
Education
Bachelor of Arts - Political Science
University of Baguio
Baguio City03.2008
Skills
- Customer Service
- Staff Management
- Finance and Accounting Oversight
- Staff Training
- Performance Monitoring and Evaluation
- Planning and Implementation
- Operation Monitoring
- Onboarding and Orientation
- Team Leadership
- Project Management
- Microsoft Office
Timeline
Operations Manager
Sitel Corporation
11.2018 - 07.2022
Team Leader Manager
Sitel Corporation
07.2013 - 11.2018
Escalations Specialist, Compliance
Sitel Corporation
06.2010 - 07.2013
Customer Service Representative
Sitel Corporation
10.2009 - 06.2010
ESL Tutor
Jjanglish Language Insitute
02.2008 - 10.2009
Bachelor of Arts - Political Science
University of Baguio
Similar Profiles
Dale SmithDale Smith
Customer Service Representative at Sitel CorporationCustomer Service Representative at Sitel Corporation
Melissa McCordMelissa McCord
Customer Service Representative at Sitel CorporationCustomer Service Representative at Sitel Corporation
Danielle SmithDanielle Smith
INSIDE SALES AGENT at Sitel CorporationINSIDE SALES AGENT at Sitel Corporation
FEBELYN B. BUGTONGFEBELYN B. BUGTONG
A.U Pair Tutor at Adil HakimA.U Pair Tutor at Adil Hakim
JORDANA B. GOMEZJORDANA B. GOMEZ
PRODUCT VALUE MANAGER, NCR,North and Central Luzon at GLOBALIZATION PARTNERS INC. (PEO BY SOLVENTUM)PRODUCT VALUE MANAGER, NCR,North and Central Luzon at GLOBALIZATION PARTNERS INC. (PEO BY SOLVENTUM)