Kristian Niko Tapales
Cagayan De Oro, Province Of Misamis Oriental,MSR
Summary
Accomplished Operations Manager position in my 5 years experience in customer service with a proven track record at Teleperformance CDO and assigned in 3rd largest US telecommunication that handles wide scope of complaints and escalations. Always thrive in enhancing operational efficiency and customer satisfaction. Expert in strategic planning and KPI tracking, coupled with exceptional leadership and interpersonal skills. Achieved significant improvements in team performance and customer relations, demonstrating a keen ability for decision-making and employee motivation.
Overview
6
6
years of professional experience
Work History
Manager of Operations
Teleperformance
03.2024 - Current
- Monitor key performance indicators, analyze data and implement strategies to meet or exceeds business goals
- Supervise coaches, assistance coaches, mentors and over 60 CSRs in daily operations, ensuring smooth workflow and timely completion of task while maintaining positive and productive environment.
- Prepare and present reports to senior operations manager and ensure clear communication across team and department.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Supervisor of Operations
Teleperformance
10.2020 - 03.2024
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Customer Service Specialist
Teleperformance
01.2019 - 10.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Education
Bachelor of Science - Business Administration And Management
Xavier University- Ateneo De Cagayan
Cagayan De Oro, Province Of Misamis Oriental, Philippines03-2015
Skills
- Decision-making
- Customer service
- Quality assurance
- Strategic planning
- KPI tracking
- Employee motivation
- Leadership
- Team player enthusiastic and highly motivated
- Positive infectious personality witch excellent interpersonal skills
Timeline
Manager of Operations
Teleperformance
03.2024 - Current
Supervisor of Operations
Teleperformance
10.2020 - 03.2024
Customer Service Specialist
Teleperformance
01.2019 - 10.2020
Bachelor of Science - Business Administration And Management
Xavier University- Ateneo De Cagayan
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