Joseph Novora

Work History

Global Payments Process Centre Inc.

05.2022 - 08.2024

Streamlined call center operations for increased efficiency and productivity.
Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
Introduced innovative strategies for streamlining workflows, reducing average handle time without sacrificing quality.
Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
Reduced employee turnover by implementing targeted training programs and performance evaluations.
Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
Collaborated with cross-functional teams to develop solutions for recurring customer complaints.

Wipro BPO

08.2018 - 05.2022

Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Develop Quality guidelines and process improvement.
Create projects and implement it to streamline process and cut cost not compromising client's quality expectation.

Wipro BPO

05.2016 - 08.2018

Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention.
Established a culture of continuous learning and professional development within the technology team, enhancing overall skills and capabilities.
Conducted comprehensive system analysis to identify areas for improvement, leading to more streamlined operations and reduced costs.
Streamlined workflow efficiency by automating repetitive tasks and improving overall processes.
Mentored junior team members to enhance their technical skills and improve overall team productivity.
Reduced downtime for critical systems through proactive maintenance and timely troubleshooting.
Led team in developing award-winning tech solution, recognized for its innovative approach.
Achieved substantial cost savings by renegotiating vendor contracts based on performance metrics.
Implemented robust data backup strategies, significantly minimizing risk of data loss.
Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Increased security measures led to reduction in vulnerability exploits.

Convergys

12.2015 - 05.2016

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

PSG Global Solutions

08.2015 - 12.2015

Enhanced candidate pool by proactively sourcing qualified applicants through various channels, such as social media, job boards, and networking events.
Reduced time-to-hire with a focus on targeted candidate outreach and timely follow-ups with both candidates and hiring managers.
Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
Negotiated offer terms effectively, resulting in high acceptance rates among selected candidates.
Developed strong relationships with hiring managers, ensuring clear communication and understanding of position requirements and expectations.
Streamlined recruitment processes by implementing effective applicant tracking systems and organizational tools for increased efficiency.
Coordinated seamless onboarding experiences for new employees, setting them up for success within the organization.

Transcom Pasig

02.2014 - 08.2015

Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.