Jeff Emmanuel Baldos
Team Leader - Technical Support
54 Garcia Bldg., Legal Road, GSIS Village, Sangandaan, Project 8, Quezon City
Summary
Proven leader in technical support and customer service, with an impressive track record of enhancing team productivity and customer satisfaction at VXI Global Solutions, Inc. Expert in coaching, mentoring, and applying analytical thinking to solve complex issues, leading to significant performance improvements. Skilled in both technical support and customer service, fostering team growth, consistently achieving and surpassing set goals.
Overview
8
8
years of professional experience
Work History
Team Leader - Technical Support
VXI Global Solutions, Inc
04.2018 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Set team performance expectations, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Customer Service Associate - Healthcare Account
Concentrix CVG Philippines, Inc.
05.2016 - 09.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing healthcare providers need and resolving concerns.
- Handled healthcare providers complaint professionally, resulting in satisfactory outcomes and positive feedback.
Education
Bachelor of Arts - Legal Management
University of Santo Tomas
España Blvd, Sampaloc, Manila, 1008 04.2001 -
High School Diploma -
Jose J Leido Jr. Memorial National High School
J.P. Rizal St., San Vicente, Calapan City 5200 04.2001 -
Skills
Team Supervision
Work Planning
Mentoring
Coaching
Performance Improvement
Technical Support
Analytical Thinking
Attention to Detail
Issue Resolution
SMART goals
Customer Support
Product and service solutions
Accomplishments
- Awarded Top Team Leader of the Year for 2 consecutive years, 2022 and 2023
- Recognized as Top Resolution Desk Specialist for multiple months, 2021
- Customer Relations - Earned highest marks for customer satisfaction, company-wide, 2020
Timeline
Team Leader - Technical Support
VXI Global Solutions, Inc
04.2018 - Current
Customer Service Associate - Healthcare Account
Concentrix CVG Philippines, Inc.
05.2016 - 09.2017
Bachelor of Arts - Legal Management
University of Santo Tomas
04.2001 -
High School Diploma -
Jose J Leido Jr. Memorial National High School
04.2001 -
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