JAM EINOSAS MUSNI
Keywords Studios Manila
Bulacan,Philippines
10
years of professional experience
Experienced in leading teams to achieve project goals, fostering a collaborative environment, and resolving conflicts with ease. Demonstrates strong communication skills and a knack for motivating team members. Consistently drives performance improvements and ensures high standards of quality.
Work History
Player Engagement Team Leader
2 Years 7 Months- Championed a customer-first approach, leading by example and motivating the team to exceed customer expectations.
- Implemented strategies to improve customer satisfaction scores by analysing feedback and addressing areas of concern.
- Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
- Supervised customer service representatives, assessed performance and organised development plans to diminish process lags.
- Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
- Facilitated team meetings to discuss targets, share best practices, and encourage open communication among team members.
- Interviewed and hired staff based on job and team fit.
- Reviewed work results against objectives and identified staff knowledge or skill gaps.
- Completed regular performance reviews and advised employees on potential improvements.
Customer Service Team Leader
6 Years 10 Months- Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.
- Championed a customer-first approach, leading by example and motivating the team to exceed customer expectations.
- Implemented strategies to improve customer satisfaction scores by analysing feedback and addressing areas of concern.
- Exceeded team goals by leading meetings, sharing best practices and implementing sales initiatives.
- Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
- Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
- Supervised customer service representatives, assessed performance and organised development plans to diminish process lags.
- Facilitated team meetings to discuss targets, share best practices, and encourage open communication among team members.
- Trained new staff on company policies, product knowledge, and customer service best practices, ensuring high-quality service.
- Prepared and delivered reports on team performance, customer feedback, and service improvement strategies to senior leadership.
Education
Bachelor of Business Administration - Business Administration
- Marketing Management Graduate
Skills
Customer service
Performance management
Team supervision
Employee training
Performance analysis
Performance tracking
Coaching and mentorship
Employee performance reviews
Training development
Team development strategies
KPI management
Operational planning
Strategic goal alignment
Leadership proficiency
Team building
Relationship management
Relationship management
Strategic goal alignment
ROLES AND RESPONSIBILITIES
- Team Leader
- Team planning and management on a daily basis
- Consistency in performance—meeting KPIs
- Team development through huddles and coaching sessions
- Evaluate strengths and weaknesses of each team members
- Facilitate team engagement activities to strengthen morale and motivate each team members
- Team’s career growth especially to high-potential team members
- Critical thinking and creative action planning and achieve ONE goal
- Cluster Leader/ OM OIC
- Manage team leaders and teammates assigned in the cluster
- Upskill team leaders through effective team relationship, engagement, and management
- Performance review and coaching triad sessions with team leaders
- Creates documents for certain production processes aligned in the company’s rules and regulations
- Produces new innovations and projects that would impact account’s performance and revenue
- Attrition forecasting and management
- Shrinkage planning and management
- LOBs weekly, monthly, and quarterly business review data analysis, presentation, and performance readout with SOM and clients
- Client visit preparation and presentation
- Nesting Manager- manages new hire teammates and ensure speed to proficiency in both communication skills and product knowledge
- SME/Mentor Manager- handles SME/mentor team and ensure readiness and expertise through weekly calibration and meetings, in providing support for both new hires and production teammates
Timeline
Player Engagement Team Leader
Keywords Studios Manila
03.2024 - CurrentRead More
Customer Service Team Leader
Convergys/Concentrix
03.2017 - 01.2024Read More
St. Joseph's College of Quezon City
Bachelor of Business Administration from Business Administration
Read More