Joseph Novora
Food Technologist
Pandi, Bulacan
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Supervisor
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.
Team Leader
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.
Financial Technologist
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.
Customer Service Representative
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.
Recruitment Specialist
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.
Technical Support Representative
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.
Education
Bachelor of Science - Food Technology
04.2001 -
- 1.90 (92%) GPA
- 1.001 (99.90%) Thesis Score
Skills
Operations Management
Training programs
Account Management
Policy Implementation
Performance Improvement
Team Management
Customer Relations
Training and mentoring
Delegation and Supervision
Escalation management
Staff Mentoring
Cross-Functional Collaboration
Inter-department collaboration
Multitasking
Time Management
Team Building and Motivation
Languages
Arabic
Beginner (A1)
English
Bilingual or Proficient (C2)
Certification
Basic Life Support
Timeline
Basic Life Support
09-2023
Customer Care Supervisor - Global Payments Process Centre Inc.
05.2022 - 08.2024
Team Leader - Wipro BPO
08.2018 - 05.2022
Financial Technologist - Wipro BPO
05.2016 - 08.2018
Customer Service Representative - Convergys
12.2015 - 05.2016
Recruitment Specialist - PSG Global Solutions
08.2015 - 12.2015
Technical Support Representative - Transcom Pasig
02.2014 - 08.2015
Bicol University - Bachelor of Science, Food Technology
04.2001 -