Team Leader
iSupport Worldwide
09.2020 - 12.2023
Hi, I’m
Jhu-an Otadoy
Bulacan,Bocaue
Summary
Team Leader with 20 years experience in the BPO industry.
I am experienced and dedicated to enhancing employee satisfaction and business success.
Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Builds positive rapport, inspires trust, and guides teams toward the achievement of organizational goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Work History
iSupport WorldwidePasig City
Team Leader
09.2020 - 12.2023
Job overview
- Responsible for directly supervising 15-20 FTE agents.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Manages the daily attendance and time cards of my agents for their pay and approves and disapproves.
- Execute gameplans provided by my superiors and manage the team accordingly.
- Update the schedule of the current week and the next week based on heatmaps and historical data.
- Doing weekly team meetings with the agents, discussing performance updates and trends and formulating action plans for further development.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Attending weekly cluster meetings with the Operation Manager (US-based clients) to report performance and behavioral trends.
- Attending weekly QA collaborations with the QA team, making sure all are calibrated to service standards.
- Attending weekly meetings with the HR and Operation Manager (US-based clients) to report attendance trends and discuss all sanctions if there are any.
- Doing weekly and monthly R&R performing agents to boost morale and continue to be an asset to the account and to the company.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Attending to agents’ needs daily, like sending adherences, filing their requested leaves to WFM, and other admin tasks that help the agents do their job hassle-free.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with the team to identify areas for improvement and devise solutions based on my findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
TaskUsBulacan
Customer Service Representative
09.2016 - 09.2020
Job overview
- Promoted as Subject Matter Expert for 6 months
- during my SME period.
- Able to pass in the Leadership Execution and Action Planning (LEAP) program.
- Assisting customers/drivers thru chat, email, inbound, and outbound calls.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
Pilipinas Teleserv Inc.Manila
Shift Supervisor
02.2010 - 08.2016
Job overview
- Responsible for directly supervising 15-20 FTE agents.
- We're handling telco accounts.
- Answering emails and ticket escalations.
- Answering the supervisor's call.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Execute gameplans provided by my superiors and manage the team accordingly.
- Doing weekly team meetings with the agents, discussing performance updates and trends and formulating action plans for further development.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Attending weekly cluster meetings with the Operation Manager and other department to report performance and behavioral trends.
- Attending weekly QA collaborations with the QA team, making sure all are calibrated to service standards.
- Doing weekly and monthly R&R performing agents to boost morale and continue to be an asset to the account and to the company.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Attending to agents’ needs daily, like sending adherences, filing their requested leaves to WFM, and other admin tasks that help the agents do their job hassle-free.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with the team to identify areas for improvement and devise solutions based on my findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Staff Builder's AsiaCaloocan
Customer Service Representative
09.2007 - 12.2008
Job overview
- Doing outbound calls and offering a cash loan to new customers and renewals.
- Assisting with the loan applications of the customer.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Rainmaker AsiaMakati
Customer Service Representative
03.2006 - 07.2007
Job overview
- Doing outbound calls and offering insurance packages.
- Assisting with the customer's insurance packages.
- Encoding the details that the customer's provided, including their credit card information.
- Making sure that all information provided will not be leaked and shared with other people.
Staff Builder's AsiaMakati
Customer Service Representative
05.2005 - 03.2006
Job overview
- Doing outbound calls and offering cash loans to new and renewal customers.
- Assisting with their loan application.
- Encoding all the information provided by the customers.
- Making sure that all information provided will not be leaked and shared to other people.
Hyperlink AsiaQuezon City
Telemarketer
04.2004 - 05.2005
Job overview
- Doing outbound calls and offering cash loans to new and renewal customers.
- Assisting with their loan application.
- Encoding all the information provided by the customers.
- Making sure that all information provided will not be leaked and shared with other people.
Education
Rizal Technological UniversityMandaluyong City
Bachelor of Science from Secondary Education
04.2004
Skills
- Task Delegation
- Performance Improvement
- Call Center Operations
- Training Junior Team Members
- Daily Workflow Improvement
- Key Performance Indicators (KPI)
- People Management
- Customer Needs Assessments
- Complex Problem-Solving
- Effective Customer Service
- Performance Evaluations
Additional Information
- Knowledgeable in Microsoft Office
- Knowledgeable in Google Docs, Sheet, Slides and Calendar
- Know how to utilize CRM, Braintree, Fountain, Zendesk, Slack, Home Based, Five 9, Zoom, Salesforce tools, etc.
Timeline
Customer Service Representative
TaskUs
09.2016 - 09.2020
Shift Supervisor
Pilipinas Teleserv Inc.
02.2010 - 08.2016
Customer Service Representative
Staff Builder's Asia
09.2007 - 12.2008
Customer Service Representative
Rainmaker Asia
03.2006 - 07.2007
Customer Service Representative
Staff Builder's Asia
05.2005 - 03.2006
Telemarketer
Hyperlink Asia
04.2004 - 05.2005
Rizal Technological University
Bachelor of Science from Secondary Education