Kayen Mae L. Licay
Antipolo City
Summary
Results-oriented BPO professional with extensive experience in technical support, customer service, healthcare, insurance, and team leadership. Demonstrated success in managing escalations, coaching teams, and enhancing operational performance while consistently ensuring excellent customer satisfaction. Seeking to leverage leadership, communication, and problem-solving skills to contribute effectively within a dynamic organization.
Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Leader
Rhode Island Provider Services
- Sponsored Six Sigma Graduate (Yellow Belter)
Senior Recruiter
Full Potential Solutions
10.2025 - 05.2026
- Led full-cycle recruitment processes to identify and attract top talent across various functions.
- Developed targeted sourcing strategies utilizing social media platforms and professional networks.
- Coordinated candidate assessments, ensuring alignment with organizational culture and job requirements.
- Provided mentorship to junior recruiters, enhancing team performance and knowledge sharing.
Technical Support Tier 3
Concentrix Bridgetowne
Quezon City, Philippines
02.2025 - 12.2025
- Samsung New Zealand and Singapore
- Calls and Chat
- Handling all LOB Home Appliances, Mobile Experience, Audio Visual
- Product Specific Apprentice Trainer Samsung NZ
Technical Support
Transcom Philippines
Pasig City, Philippines
06.2023 - 12.2024
- Samsung Electronics America and Australia
- LOB: Home Appliances, Mobile Experience, Audio Visual, Customer Experience, Voice of Customer
Account Supervisor
AFNI Philippines
Quezon City, Philippines
11.2019 - 01.2023
- Started as Order Support with Tmobile
- Promoted as SME (Tmobile)
- Promoted as Account Supervisor with Farmers Insurance 2yrs.
- Top Agent (ACE AWARDEE) for Six consecutive months
Cloud English Teaching and Training
ESL Teacher (BCM Uphone)
Pasig City, Philippines
07.2018 - 08.2019
- Teaching English to Foreign Students (Chinese, Japanese, Korean)
- TEFL Certified
Team Leader
Dell International Services
Quezon City, Philippines
01.2016 - 05.2018
- Healthcare Account Blue Cross Blue Shield of
Customer Service Representative
The Results Companies
Pasig City, Philippines
09.2014 - 01.2016
- Healthcare Account Wellcare under OBAMAcare
- Team Leader for 2yrs.
- Relocated at Lipa Batangas as Account Supervisor
- Communication 101 Trainer
Education
BS - Hotel and Restaurant Management
World Citi Colleges
Quezon City Anonas, Philippines01.2019
BS - Marketing Management
AMA East Rizal College
Antipolo City Rizal, Philippines01.2011
Highschool - undefined
Summerville Academy Inc.
Antipolo City Rizal, Philippines01.2009
Elementary - undefined
Summerville Academy Inc.
Antipolo City Rizal, Philippines01.2006
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Lead generation techniques
- CRM software proficiency
- Customer service
- Salesforce customization
- Cloud networking
- Drilling operations
- Pipeline management
- Sales training
- Influencing skills
- Order management
- Quote preparation
- Competitive analysis
- Revenue development
- Performance management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
Certification
- Six Sigma Training (Yellow Belt)
- Behavioral Leadership Training
- Work etiquette Studies
- Business Administration and Marketing
Timeline
Senior Recruiter
Full Potential Solutions
10.2025 - 05.2026
Technical Support Tier 3
Concentrix Bridgetowne
02.2025 - 12.2025
Technical Support
Transcom Philippines
06.2023 - 12.2024
Account Supervisor
AFNI Philippines
11.2019 - 01.2023
Cloud English Teaching and Training
ESL Teacher (BCM Uphone)
07.2018 - 08.2019
Team Leader
Dell International Services
01.2016 - 05.2018
Customer Service Representative
The Results Companies
09.2014 - 01.2016
Team Leader
Rhode Island Provider Services
BS - Marketing Management
AMA East Rizal College
Highschool - undefined
Summerville Academy Inc.
Elementary - undefined
Summerville Academy Inc.
BS - Hotel and Restaurant Management
World Citi Colleges