Jeffrey Canino
Senior Analyst Customer Care
Paranaque City, Province Of Rizal
Summary
At Accenture, I spearheaded a team as an L2 Team Lead, enhancing team performance through expert coaching and fostering a culture of continuous improvement. My expertise in operations management and process improvement, coupled with a knack for mentoring, significantly boosted efficiency and customer satisfaction. Achieved notable progress in key performance indicators, demonstrating both hard and soft skills in a dynamic environment.
Overview
17
17
years of professional experience
Work History
L2 Team Lead
Accenture
01.2022 - 01.2025
- Managed 4 L2 agents handling complex cases escalated from the L1 frontline support team.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
Subject Matter Expert
Accenture
12.2018 - 01.2022
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Service Representative
Accenture
05.2016 - 01.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Technical Support Representative
Accenture
06.2008 - 04.2016
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Arts - Interior Design
De La Salle University College of Saint Benilde
Manila, Metro Manila, Philippines 04.2001 -
Skills
Operations management
Process improvement
Coaching and mentoring
Key performance indicators
Timeline
L2 Team Lead
Accenture
01.2022 - 01.2025
Subject Matter Expert
Accenture
12.2018 - 01.2022
Customer Service Representative
Accenture
05.2016 - 01.2018
Technical Support Representative
Accenture
06.2008 - 04.2016
Bachelor of Arts - Interior Design
De La Salle University College of Saint Benilde
04.2001 -
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