Lavinder Joy Rojo

• Leads and manages a team of Email Support. Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets. Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary. Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program. Utilizes tangible and quantifiable data (i.e. monthly scorecard) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring. Maintains transparency with the group on team / individual performance achieved.
• Ensures that all team members are aware of policy and procedural updates. Gathers information on Client updates on policies and procedures, and conducts meeting sessions that center on procedural updates / changes in order to familiarize agents.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by the respective teams. Analyzes and determines what affects agent / team performance, establishes solutions, and improves working conditions based on findings.
• Provide effective leadership during periods of change or transition within the organization.

● Assist the team leader in leading and managing a team of Accounts Receivable Specialists.

● Handles customer escalations.

● Conduct Quality Audits and provide the necessary coaching and assistance in order for team members to achieve their targets.

● Ensures that all team members are aware of policy and procedural updates. Gathers information on Client updates on policies and procedures, and conducts training sessions that center on procedural updates / changes in order to familiarize agents.

• Managed assigned customer's billing and any financial issues

• Answer inbound calls to address customer queries and issues/complaints related to a mobile network

• Answer inbound calls to address customer queries and technical issues / complaints related to a networking device

• Answer inbound calls to address customer queries and issues/complaints related to a mobile network