Jaysel Avila
Summary
Dynamic Team Manager with a 7 years BPO experience, expertise in performance evaluation and employee development. Cultivates a supportive team culture that drives innovation and recognises achievements. Delivers high-quality results through strategic planning and effective talent acquisition.
Overview
7
7
years of professional experience
Work History
Team manager
Alorica
Makati City
04.2019 - 03.2026
- Conducted regular performance evaluations, providing constructive feedback and personalised development plans for team members.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Established a supportive team culture, encouraging innovation and recognising individual and group achievements.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Resolved customer complaints promptly and professionally, maintaining high levels of customer satisfaction and loyalty.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Monitored and analysed team performance data, identifying trends and implementing corrective actions to address areas of concern.
- Maintained a safe and healthy work environment by adhering to health and safety guidelines, reducing workplace accidents.
- Oversaw compliance with company policies and industry regulations, minimising risk and ensuring operational integrity.
- Collaborated with HR to design a talent acquisition strategy, reducing time-to-hire by 40%.
Customer Service Representative
Alorica
Muntinlupa
04.2019 - 05.2021
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Maintained working knowledge of available products and services for enhanced customer service.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
Education
Bachelor of Business Administration - Management
STI College
2014
Skills
- Performance monitoring
- Employee training
- Customer relationship building
- Strategic planning
- Positive reinforcement
- Mentoring and coaching
- Talent acquisition
- Leadership skills
- Operational support
Education
other
References
- Jerry Dela Rosa Contact number: 09311112678
- John Christian Jose Contact number: 09054485614
Timeline
Team manager
Alorica
04.2019 - 03.2026
Customer Service Representative
Alorica
04.2019 - 05.2021
Bachelor of Business Administration - Management
STI College