JOHN SIREF SY
Customer Experience Specialist
Valenzuela City
Summary
Customer Service and Operations Leader with 10+ years of BPO experience across customer support, technical troubleshooting, retention and team management. Proven track record in improving team performance, handling escalations and driving KPIs through coaching, data analysis, client reporting. Experienced in leading teams, managing performance metrics and delivering consistent business results.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Team Leader
Alorica - Henryscheinone
01.2021 - Current
- Led the development of each member of the Team by consistent coaching sessions. Analyzing everyone’s area for improvement and understanding their individual learning style in order to create an action plan that will suit for them.
- Preparing and presenting data for Weekly Business Review with Clients
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Customer Service Associate
Alorica - Mcclatchy
01.2019 - 01.2021
- Assist customers in all kind of inquiry in a timely and positive manner.
- Perform trouble shootings steps for Technical and Digital Concerns
- Saving customers from cancelling their subscription by offering the best offer that suits their needs.
- Lead Email Team/Acting Team Leader
Customer Service Associate
Alorica - Amazon
01.2014 - 01.2019
- Assist customers in all kind of inquiry about their orders.
- Perform trouble shooting steps for Digital Concerns.
- Assist agents on escalated calls (Supervisor Call)
- Submit Weekly report of team’s performance
- Coach agents in their opportunities.
- Subject Matter Expert
Education
B.S - Mechanical Engineering
Technological University of The Philippines
Manila, Metro Manila, Philippines01-2011
Skills
Project Management
Teamwork
Time Management
Leadership
Effective Communication
Team supervision
Problem-solving
Coaching
Performance improvement
Timeline
Team Leader
Alorica - Henryscheinone
01.2021 - Current
Customer Service Associate
Alorica - Mcclatchy
01.2019 - 01.2021
Customer Service Associate
Alorica - Amazon
01.2014 - 01.2019
B.S - Mechanical Engineering
Technological University of The Philippines