Kristel Marie Algono
Summary
Accomplished Team Leader with a proven track record at EPerformax, excelling in team supervision and analytical thinking. Enhanced team performance and customer retention through effective feedback and strong communication skills. Demonstrated expertise in call center operations, significantly improving service levels and productivity.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Team Leader
EPerformax
JY Square IT Center 1 · 3/F Salinas Drive, Lahug · Cebu City, Cebu
10.2023 - 11.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Service Representative
EPerformax
JY Square IT Center 1 · 3/F Salinas Drive, Lahug · Cebu City, Cebu
07.2022 - 10.2023
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Teleperformance
Villa St., Cebu IT Park, Apas, Cebu City, Cebu
11.2021 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor Of Science - Respiratory Therapy
Cebu Doctors' University
North Reclamation Area, Mandaue City, CebuSkills
- Team supervision
- Performance improvement
- Analytical thinking
- Giving constructive feedback
- Call center operations
- Verbal and written communication
Accomplishments
- X Factor Awardee (April 1, 2023-June 30, 2024) Demonstrating commitment to performance excellence by consistently going above and beyond.
- A List Awardee (January 1-March 31, 2024) Achieving perfect attendance for the first quarter of the year.
Certification
- Certificate of Completion for Mentor Onboarding Program (Nov 2023)
Timeline
Team Leader
EPerformax
10.2023 - 11.2024
Customer Service Representative
EPerformax
07.2022 - 10.2023
Customer Service Representative
Teleperformance
11.2021 - 05.2022
Bachelor Of Science - Respiratory Therapy
Cebu Doctors' University