Lavinder Joy Rojo
Santa Maria
Work Preference
Summary
Accomplished Operations Team Leader at TELUS Digital, recognized for a strong track record in driving team performance and enhancing customer satisfaction. Expertise in verbal and written communication, complemented by keen analytical skills to interpret reports and enforce policies effectively. Proven leadership in coaching and mentoring has led to significant improvements in team metrics, fostering a culture of continuous growth and excellence. Adept at delivering exceptional customer service while ensuring strict adherence to policies and operational standards, consistently contributing to organizational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Team Leader (Food Delivery Account)
TELUS Digital
Quezon City, Metro Manila, Philippines
03.2023 - Current
- Led and managed a team of back office senior representatives to enhance operational performance.
- Assisted team members with performance management tasks. Conducted planning assessments and feedback sessions during performance cycles. Supported goal-setting for individuals and teams while providing coaching to help meet objectives. Monitored performance during shifts and offered coaching and mentoring as needed. Provided constructive feedback to help team members achieve daily targets.
- Compiled performance reports for team members to identify strengths and areas for improvement. Assisted in recognition and coaching efforts through monthly scorecards. Shared performance insights with all team members to promote transparency.
- Assisted team members in grasping updates on policies and procedures. Gathered information regarding client policy changes and scheduled meetings to review updates and educate agents on new processes.
- Fostered collaborative team dynamics and enhanced engagement initiatives.
Operations Team Leader (Financial Account)
TELUS International Philippines, Inc.
Quezon City, Metro Manila, Philippines
02.2021 - 05.2022
- Led and managed a team of email support representatives to enhance operational performance in a remote environment.
- Assisted team members with performance management tasks. Conducted planning assessments and feedback sessions during performance cycles. Supported goal-setting for individuals and teams while providing coaching to help meet objectives. Monitored performance during shifts and offered coaching and mentoring as needed. Provided constructive feedback to help team members achieve daily targets.
- Compiled performance reports for team members to identify strengths and areas for improvement. Assisted in recognition and coaching efforts through monthly scorecards. Shared performance insights with all team members to promote transparency.
- Assisted team members in grasping updates on policies and procedures. Gathered information regarding client policy changes and scheduled meetings to review updates and educate agents on new processes.
- Fostered collaborative team dynamics and enhanced engagement initiatives.
Operations Team Leader (Food Delivery Account)
TELUS International Philippines, Inc.
Quezon City, Metro Manila, Philippines
01.2020 - 01.2021
- Coordinated team efforts and performance strategies for customer service representatives, ensuring effective operations in food delivery from a remote work environment.
- Achieved enhanced team performance through effective management of performance activities. Drove planning assessments and feedback meetings in accordance with company performance cycles. Fostered a culture of goal-setting among team members, delivering coaching that supported target attainment. Monitored team performance consistently and provided tailored coaching and mentoring. Delivered impactful feedback that enabled team members to consistently meet daily targets.
- Identified performance trends among team members, driving targeted coaching and recognition initiatives. Leveraged monthly scorecards to enhance team performance and engagement. Promoted transparency by effectively communicating individual and team performance metrics to all members.
- Enhanced team knowledge of policy and procedural updates through effective communication. Organized and led meetings to discuss client policy changes, ensuring agents were well-acquainted with new procedures.
- Fostered collaborative team dynamics and enhanced engagement initiatives.
Operations Team Leader (Financial Account)
TELUS International Philippines, Inc.
Quezon City, Metro Manila, Philippines
11.2018 - 01.2020
- Directed and managed a team of accounts specialist to optimize performance.
- Facilitated performance management activities for supervised team members. Conducted planning assessments and feedback meetings according to the company's performance cycle. Supported team members in setting personal and team goals while providing coaching and assistance to help achieve targets. Monitored team member performance throughout shifts and offered necessary coaching and mentoring. Delivered positive and constructive feedback to guide team members in meeting daily targets.
- Compiled performance reports for top and bottom team members and compared findings with overall account metrics. Utilized monthly scorecards to support recognition and coaching efforts. Communicated team and individual performance transparently to all members.
- Assisted team members in understanding policy and procedural updates. Collected information on client policy changes and organized meetings to discuss updates and familiarize agents with new procedures.
- Collaborated with team leaders and operations manager to address challenges faced by teams. Assisted in analyzing factors impacting agent and team performance. Supported the development of solutions to enhance working conditions based on analysis findings.
- Directed organizational change initiatives to foster adaptability and resilience.
- Fostered collaborative team dynamics and enhanced engagement initiatives.
Assistant Team Leader (Financial Account)
TELUS International Philippines, Inc.
Quezon City, Metro Manila, Philippines
08.2016 - 11.2018
- Supported team leader in overseeing and directing accounts receivable operations to enhance efficiency.
- Addressed customer escalations to enhance service quality and maintain client satisfaction.
- Conducted comprehensive quality audits and facilitated coaching sessions to empower team members in meeting their objectives.
- Assisted team members in understanding policy and procedural updates. Collected information on client policy changes and organized training sessions to help agents adapt to new procedures.
Accounts Specialist
TELUS International Philippines, Inc.
Quezon City, Metro Manila, Philippines
02.2010 - 08.2016
- Administered billing management for assigned customers to ensure accurate financial transactions.
Customer Service Representative
Sitel Customer Care Philippines, Inc.
Quezon City, Metro Manila, Philippines
02.2009 - 02.2010
- Managed inbound call operations to resolve customer queries and complaints regarding mobile network services.
Technical Support Representative
Alorica Philippines, Inc.
Quezon City, Metro Manila, Philippines
02.2006 - 02.2009
- Resolved customer issues and inquiries through inbound calls, enhancing satisfaction with networking device support.
Customer Service Representative
Alorica Philippines, Inc.
Pasig, Metro Manila, Philippines
11.2005 - 02.2006
- Handled inbound calls from local customers, providing solutions to queries and complaints regarding mobile network functionality.
Education
Computer Engineering
University of The East
Caloocan City, Metro Manila, Philippines2005
Skills
- Operational excellence
- Efficiency optimization
- Policy enforcement
- Process development
- Cross-functional coordination
- Customer relations
- Performance monitoring
- Compliance management
- Workflow optimization
- Teamwork and collaboration
- Attention to detail
- Problem-solving
Certification
- Coaching for Excellence, 2016
- IAspire Leadership, 2017
- IAspire Summit Basecamp Review (BCR), 2019
- IAspire Summit Essential Skills and Knowledge on Contact Center Management by ICMI (ESK), 2019
- Lean Six Sigma White Belt, 2019
- Lean Six Sigma Yellow Belt (LSSYB), 2025
Timeline
Operations Team Leader (Food Delivery Account)
TELUS Digital
03.2023 - Current
Operations Team Leader (Financial Account)
TELUS International Philippines, Inc.
02.2021 - 05.2022
Operations Team Leader (Food Delivery Account)
TELUS International Philippines, Inc.
01.2020 - 01.2021
Operations Team Leader (Financial Account)
TELUS International Philippines, Inc.
11.2018 - 01.2020
Assistant Team Leader (Financial Account)
TELUS International Philippines, Inc.
08.2016 - 11.2018
Accounts Specialist
TELUS International Philippines, Inc.
02.2010 - 08.2016
Customer Service Representative
Sitel Customer Care Philippines, Inc.
02.2009 - 02.2010
Technical Support Representative
Alorica Philippines, Inc.
02.2006 - 02.2009
Customer Service Representative
Alorica Philippines, Inc.
11.2005 - 02.2006
Computer Engineering
University of The East