Leaniza Michella Dela Paz

• Directed operations for AT&T Business Sales and Retail Support teams, driving revenue growth and exceeding monthly sales targets through data driven sales strategies.
• Implemented coaching and performance management strategies to elevate service quality and drive sales success across multiple locations.
• Monitored and analyzed KPIs including activations, upgrades, and customer acquisition, implementing operational improvements to increase efficiency and profitability.
• Spearheaded cross-functional initiatives with marketing operations and leadership teams to drive successful product launches and retail promotions.
• Oversaw resolution of high-level customer escalations while ensuring strict compliance with telecom standards and retail operational procedures.

Managed compliance data accuracy and regulatory adherence across sales enrollments and activations to uphold industry standards.

Key Contributions:

• Led daily operations if the QA team, consistently meeting and exceeding client KPIs and service-level agreements.
• Implemented performance improvement plans that enhanced team efficiency and audit accuracy.
• Delivered detailed quality reports, compliance audits, and actionable insights to senior leadership and clients.
• Conducted structured coaching sessions and developed individualized performance plans to strengthen team capability.
• Collaborated with client during calibration sessions to align expectations and maintain service excellence.

Monitored quality assurance processes to support agent performance. Assisted in maintaining compliance with client guidelines and regulatory standards.

Key Contributions:

• Conducted audits and inspections to maintain high-quality standards across operations.
• Managed centered-wide QA scoring and reporting metrics.
• Participated in client evaluations and calibration programs to standardize quality benchmarks.
• Delivered performance coaching to QA analysts and frontline agents to improved call handling, engagement, and resolution rate.
• Ensured timely completion of required monitoring volumes and coaching deliverables.

• Managed inbound and outbound international customer interactions across multiple verticals, including catalog, infomercials, and financial services accounts.
• Processed orders, resolved customer concerns, and consistently achieved sales and service targets.
• Demonstrated flexibility in managing shifting schedules to uphold professionalism and enhance client satisfaction.