Kimberly Brigole
Team Leader
Pasig City
Summary
Adaptable Team Lead experienced in developing strategies based on the actual needs of the team. Excellent interpersonal and communication skills. Excels at root cause analysis and dispute resolution. Problem solver, builds rapport and trust to guide the team in achieving organizational goals.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead
Concentrix
11.2022 - Current
- Led meetings to our Vendor Clients to discuss performance summary, goals, actions and task delegation.
- Mentored team members based on observation, feedback and historical data with the help of SMART method.
- Monitored team performance and service level.
- Collaborate with Training and Quality to innovate internal processes towards better success in leading the team.
- Identifying and analyzing loop holes by conducting RCA and discussing through Client meetings.
Subject Matter Expert
Concentrix
11.2021 - 11.2022
- Pioneered a new LOB and helped the management implement call flow, escalation path and other internal processes.
- Mentored newbies and provide accurate assistance for a smooth knowledge transfer.
- Became part of a specialized team called Suicide Squad (Critical Management Team) for the entire account who transfers LOB to LOB and help them in successfully meeting their Client goals.
Customer Service Associate
Concentrix
03.2021 - 11.2021
- Inbound non-voice for aspiring drivers who are interested in becoming a driver partner.
- Ensure smooth pre-onboarding process by assisting with their requirements and process such as the background check and account activation.
- Provide selling point by covering all tailor-fitting questions to convince drivers in going online and taking their first trip using the platform.
Client Service Associate
TDCX
08.2020 - 10.2020
- Inbound non-voice for Small Business Owners related to their page, account and advertisements.
- Educate Clients of the standard policy in the platform to ensure effective return on their page, service and product.
- Assist concerns regarding some technical inquiries on the integration of their websites to the platform, account deactivation/deletion, billing, and other inquiries.
Customer Service Representative
Teleperformance
02.2018 - 06.2020
- Inbound calling for Hotel and Casino Reservations.
- Assisted post-reservation concerns such as modifications, requests and other inquiries.
- Offer sales for those with no reservations ensuring that it fits the purpose of their trip.
- Upselling membership and visa card.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Education
Bachelor of Science - Computer Science
AMA Computer College
Antipolo City, Calabarzon 06.2014 - 05.2018
Skills
- Data Analyzation and Presentation
- Microsoft and Google Tools (Sheets, Excel & Powerpoint)
- Trained in Six Sigma (Yellow Belt)
- Critical Thinking Analysis
- Client Facing
- Effective Leadership and Coaching (SMART)
- Communication Skills
- Process Innovation
Character Reference
- Name: Rochelle Anne San Pedro
- Position: Team Lead
- Phone Number: 09276263568
- Name: John Andrew Villarin
- Position: Sales Manager
- Phone Number: 09656033480
Timeline
Team Lead
Concentrix
11.2022 - Current
Subject Matter Expert
Concentrix
11.2021 - 11.2022
Customer Service Associate
Concentrix
03.2021 - 11.2021
Client Service Associate
TDCX
08.2020 - 10.2020
Customer Service Representative
Teleperformance
02.2018 - 06.2020
Bachelor of Science - Computer Science
AMA Computer College
06.2014 - 05.2018
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