John Carlo A. Alvendia

• Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
• Fostered a culture of continuous improvement within the escalations team by conducting regular reviews and providing constructive feedback on individual performances.
• Streamlined escalation processes for quicker issue resolution and improved customer experience.
• Created new training programs to equip team members with skills necessary for handling challenging situations effectively.
• Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
• Coordinated efforts with other departments to ensure seamless service delivery.
• Created detailed reports on escalated cases to identify trends and areas for improvement.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly.

• Set performance expectations for the team, monitor progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained a diverse team culture, promoting respect and understanding among all members.

• McGraw-Hill Companies Account

• SunRocket Account

Captured high-quality portrait images.