Kenneth Malonzo
Cavite
Summary
Customer-focused Team Leader skilled in supervising high-performing teams across diverse channels, including voice, chat, and email. Achieves key performance indicators by implementing effective engagement strategies and managing agent performance. Committed to enhancing customer experiences and fostering a positive team environment through innovative training and development initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Leader
Digi Plus Interactive Corp.
06.2025 - Current
- Manages a multi-channel team (Voice, Chat, Email) within the online gaming and casino sector.
- Conducted performance management through agent coaching and mentorship, fostering skill development and team cohesion.
- Oversaw customer service operations, reviewing game records and troubleshooting technical issues to enhance service delivery.
- Reinforced PAGCOR regulations through regular audits and team training sessions.
- Facilitated deposit and withdrawal status updates while processing KYC (Know Your Customer) documentation to ensure compliance and customer satisfaction.
PIP Team Leader/Engagement POC
Ubiquity Global Services
11.2022 - 11.2024
- Recognised as Quarter Top Team Leader for consistent performance metrics.
- Led PIP (Performance Improvement Plan) initiative, managing and rehabilitating site’s bottom-performing segments to enhance overall team performance.
- Supervised team of 20 agents for financial voice account, addressing Visa and PayPal queries related to billing, disputes, and restrictions.
- Coordinated budgeting and liquidation activities to propose work-life balance improvements for team members.
Team Leader (Seasonal)
Collaberra
06.2022 - 11.2022
- Led a multi-skilled team of 18 FTEs (Chat, Email, and Voice) for the Albertsons retail account.
- Applied retail expertise to enhance KPIs, including quality, CSAT, AHT, and attendance.
- Coordinated agent movements across support channels to align with volume needs.
Senior Team Manager / Team Leader / Esca Team Lead
Alorica
07.2016 - 10.2021
- Led management of outcomes and development of leadership skills in others, mentoring junior Team Leaders on NTE issuance and conducting difficult conversations.
- Succession Planning: Identified and developed High-Potential agents (HIPOs) for SME and leadership roles.
- Performance Calibration: Standardised coaching and quality grades across teams to ensure operational consistency.
- Strategic Operations: Participated in WBR/MBR (Weekly/Monthly Business Reviews), presenting data to clients and managing floor shrinkage and attrition.
- Managed initial phase of Walmart Retail account, facilitating team transition to back-office ticketing and incident handling.
Marketing & Crew
RG & R Food Corporation (Greenwich)
08.2014 - 01.2015
- Developed marketing plans and proposals for target projects, enhancing customer engagement while managing cashier and dining duties.
- Delivered fast, accurate service for positive customer experience.
- Collaborated with team members to ensure smooth service during peak times, demonstrating strong teamwork skills.
- Handled customer complaints with empathy and professionalism, working to resolve issues quickly.
Counter Crew
Royal Jollitown Foods Corp. (Jollibee)
01.2014 - 06.2014
- Facilitated front-counter transactions while delivering excellent customer service.
- Processed cash and card payments at checkout, providing correct change.
- Handled cash, credit, and debit transactions accurately, including end-of-day reconciliation.
- Recorded customer requests accurately for order satisfaction.
Education
Bachelor of Science - Business Administration, major in Business Operations Management
De La Salle University
Dasmariñas01-2013
Graduates - Highscool - Old curriculum
General Mariano Alvarez Technical High School
General Mariano Alvarez, CAV01-2011
Skills
- SLA Management
- Cross-Departmental Collaboration
- Coaching
- Performance Management
- PAGCOR regulatory enforcement
- Customer service
- Team building
- Performance monitoring
Awards
- Performance Awarded Team Leader
- Q4 2025 Top Team Leader
Hobbies and Interests
- Professional Leadership Frameworks and Accountability Coaching.
- Digital Productivity Systems (Notion layout design).
- Professional Photography and Creative AI-generated imagery.
Personal Information
- May 23, 1992
- Manila
- Male
- Filipino
Languages
English
Advanced
C1
Certification
- Lead First Certified
- Lift Session 3 SMART Goal Setting, Planning and Delegation
- LIFT Session 4 Leadership Communication & Presence: Words, Voice & Body Language
Timeline
Team Leader
Digi Plus Interactive Corp.
06.2025 - Current
PIP Team Leader/Engagement POC
Ubiquity Global Services
11.2022 - 11.2024
Team Leader (Seasonal)
Collaberra
06.2022 - 11.2022
Senior Team Manager / Team Leader / Esca Team Lead
Alorica
07.2016 - 10.2021
Marketing & Crew
RG & R Food Corporation (Greenwich)
08.2014 - 01.2015
Counter Crew
Royal Jollitown Foods Corp. (Jollibee)
01.2014 - 06.2014
Bachelor of Science - Business Administration, major in Business Operations Management
De La Salle University
Graduates - Highscool - Old curriculum
General Mariano Alvarez Technical High School