Jhenen Marinay
Customer Service Team Leader
Taguig
Summary
Enthusiastic and dedicated individual experienced in Customer Service industry. Highly adaptable professional with a commitment to tasks and projects assigned and the promotion of growth. Demonstrated skills in behavior management and experience employee retention by being highly engaged with the company objectives. Bringing forth a positive attitude and strong work ethic.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
Legal Match Philippines
04.2024 - Current
- Provide coaching and feedback to lead generation specialist - appointment setters to ensure KPI are met week on week.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Customer Service Team Leader
TELUS International Philippines
05.2018 - 02.2024
- Handled different LOBs (Inbound, Outbound, Email, and Chat) Remote and Onsite
- Conducted regular feedback sessions with team members to identify areas for improvement and provide guidance on career development
- Resolved conflicts between team members and facilitated discussion to reach consensus
- Assigned tasks based on individual strengths and weaknesses, resulting in improved team collaboration and effectiveness
- Evaluated team members' performance and provided constructive feedback to ensure continuous improvement
Education
Education
Mindoro State University
Calapan, Oriental Mindoro 05.2014 - 05.2018
Skills
Communication Skills
Details
Taguig City, Philippines, +639620475032, jhenenmilabo2@gmail.com
References
References available upon request
Timeline
Team Leader
Legal Match Philippines
04.2024 - Current
Customer Service Team Leader
TELUS International Philippines
05.2018 - 02.2024
Education
Mindoro State University
05.2014 - 05.2018
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