John Angelo Alvarez
Mandaluyong
Summary
Dedicated Customer Service Representative, Quality Assurance Specialist, and Senior Expert, Team Leader to provide quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients, co-leaders, and team members. Excellent time management skills combined with a superior knowledge of the customer service industry and leadership skills.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Team Leader - T-Mobile US
Alorica Inc.
01.2024 - Current
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Senior Expert - T-Mobile US
Alorica Inc.
11.2023 - 01.2024
- Assisting new hires in managing conversations, making sure that the Key Performance Indicators are met
- Providing accurate and best fit resolution to guarantee customer satisfaction
- Validating each conversation and providing feedback to representative’s opportunities in every conversation.
- Developed strong communication and organizational skills through working on group projects.
Quality Assurance Specialist - DoorDash US
Alorica Inc.
06.2022 - 11.2022
- Standardize communication with customers
- Audits a minimum 100 calls per week with feedback and provides necessary coaching, provide feedback with every interaction that’s been audited
- Reporting to Supervisor about analytics and observations from each audited interaction.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Developed comprehensive test plans to validate product functionality and performance in various operating conditions.
Customer Service Representative
Alorica Inc.
06.2021 - 06.2022
- Live chat expert, assist customers through messaging with regards to their account, device, or bill
- Basic troubleshooting to fix the customer’s issue with their devices and/or network
- Handle 5-7 conversation simultaneously, with average response time of 1.7 minute
- Basic sales skills to pitch promotions that fits to customer’s needs.
Education
Bachelor of Science in Information Technology -
STI College
Marketing Management - undefined
BYU Pathway
01.2022 - 05.2023
Skills
Leadershipundefined
Contacts
johnangeloalvarez721@gmail.com, 09604713992 / 09946911667
Personal Information
Date of Birth: 07/21/98
Timeline
Team Leader - T-Mobile US
Alorica Inc.
01.2024 - Current
Senior Expert - T-Mobile US
Alorica Inc.
11.2023 - 01.2024
Quality Assurance Specialist - DoorDash US
Alorica Inc.
06.2022 - 11.2022
Marketing Management - undefined
BYU Pathway
01.2022 - 05.2023
Customer Service Representative
Alorica Inc.
06.2021 - 06.2022
Bachelor of Science in Information Technology -
STI College
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