James Chamber Abergido
Team Lead - Deliverability
Tarlac City,Tarlac
Summary
Experienced Team Leader for Deliverability Role with over 2 years of experience in B2B Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
6
6
years of professional experience
Work History
Deliverability Team Lead
Revenue Accelerator
Vancounver, Canada
06.2020 - Current
- Worked flexible hours; night, weekend, and holiday shifts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed team communications and information for meetings.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Tracked and analyzed reports to determine needed improvements.
- Collected, arranged and input information into database system.
- Evaluated performance and policies against metrics.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Generated reports of findings to help management with making key decisions.
Technical Support Representative
Sutherland
Tarlac, Tarlac
03.2018 - 04.2020
- Conducted in-depth product and issue resolution research to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for equipment maintenance requests.
Customer Support Team Leader
Omniglobe
Quezon, Eastwood
06.2014 - 02.2018
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
No Degree - Electrical Engineering
Pamantasan Ng Lungsod Ng Pasig
Pasig CitySkills
Cross-functional teams leadership
Timeline
Deliverability Team Lead
Revenue Accelerator
06.2020 - Current
Technical Support Representative
Sutherland
03.2018 - 04.2020
Customer Support Team Leader
Omniglobe
06.2014 - 02.2018
No Degree - Electrical Engineering
Pamantasan Ng Lungsod Ng Pasig
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