I love to travel and visit other places/countries
Jonathan De Joseph
Team Leader
San Mateo, Rizal
Summary
Experienced in leading diverse Groups and Organizations.
Experienced in client communication and relations.
Team Player, willing to learn, quick witted and willing to work at any given time without complaint.
Knowledgeable in Lean Six Sigma methodologies and applications.
Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Senior Circle Leader
Probe CX, Optus Everyday Brand – Australia
Taguig
05.2022 - 11.2022
- Drive performance improvement to meet set goals focusing on agents that are not meeting expectations
- Handled Customer Service and Technical Support for both voice and messaging accounts
- Supervised one (1) Coach / Lead for each team
- Provide updates on performance and discuss process improvement to clients to meet goals and expectations
- Strengthen employee relation and commitment through Gemba Walk on a regular basis to observe work environment and employee engagement
- As an additional task, I was given the opportunity to manage and pioneer a voice and messaging team for cyberattack response
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
Team Leader
Telus International Philippines
Taguig
10.2021 - 04.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- 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.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
Loyalty and Retention - Team Leader
Quantrics Enterprises, SM, Bell Residential Services
San Mateo
02.2019 - 10.2021
- Provide support, personal mentoring, coaching, performance management and guidance for a group of individuals
- Takes escalation request and provides satisfactory solutions and recommendations to retain customers
- Collaborate with other Team Leaders and discuss process improvement to provide better customer service experience and keep customers
- Monitor and review metric targets and individual progress of team members
- Make sure team members follows a standard call flow to meet client requirements and achieve set goals for Save Rate, Revenue Generating Unit Sold and Net Revenue per Call.
Customer Service Manager
Transcom, Talk Talk Mobile
Pasig
04.2015 - 12.2017
- Monitor performance, commitments, and reliability of everyone on the team
- Takes ownership of concerns raised by customers on the escalation layer
- Customer care and technical support duties are also observed to provide great customer service experience
- I make sure that the concerns are resolved satisfactory and fair for both the customer and the company.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Representative - Subject Matter Expert
Transcom – Tiendesitas Pasig, Talk Talk Mobile
03.2014 - 04.2015
- Perform customer care and technical support duties to meet the requirements set by clients for business growth
- Provides help to customers through available tools provided by the company
- I make sure that my knowledge about the process and the products are always up to date to provide accurate information to agents who will require assistance.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Skills
Leadership trained
Accomplishments
- Designed Loyalty Discount implementation based on customer tenure which resulted in high customer retention and satisfaction.
- Designed strategic callflow with step by step guide to make sure that all concerns of the customer are accounted for, customer engagement is noticeable, customer and agent connection is present and personalized recommendations are presented to the customer as options to resolve their concern.
- Supervised team of 64 staff members including 4 Coaches.
- Successfully managed Cyber Attack Response team and completed project earlier than expected end date.
Interests
I do Cosplay and I create my own costumes
I like games Console, PC, Table top and competitive You name it
Timeline
Senior Circle Leader
Probe CX, Optus Everyday Brand – Australia
05.2022 - 11.2022
Team Leader
Telus International Philippines
10.2021 - 04.2022
Loyalty and Retention - Team Leader
Quantrics Enterprises, SM, Bell Residential Services
02.2019 - 10.2021
Customer Service Manager
Transcom, Talk Talk Mobile
04.2015 - 12.2017
Customer Service Representative - Subject Matter Expert
Transcom – Tiendesitas Pasig, Talk Talk Mobile
03.2014 - 04.2015
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