Lorence Victoria
Mobility Escalation Team Leader
Pasig
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
12
12
years of professional experience
Work History
LOYALTY AND RETENTION SPECIALIST
Telus International
03.2012 - 10.2022
- Anticipate and address customer needs with exceptional service aligned with company values.
- Retain at-risk customers through effective positioning and empowerment techniques.
- Employ problem-solving abilities to resolve inquiries, disputes, and escalations promptly.
- Leverage knowledge of 50+ products to offer personalized recommendations.
- Troubleshoot technical issues step by step to ensure complete resolution.
- Strive for "One Call Resolution" and proactively address potential future issues during same call.
- Exceed daily productivity goals, including managing high call, email, and chat volumes, while consistently achieving top satisfaction scores in surveys.
Mobility Escalation Team Leader
Telus International
10.2022 - Current
- Leads and manages team of Customer Service Representatives (CSRs), ensuring optimal call center operations.
- Conducts performance management activities, setting goals and providing coaching for team members to achieve targets.
- Handles escalation calls and imparts knowledge to equip team members with skills for complex interactions.
- Prepares reports on performance, utilizes data for rewards and coaching, maintains transparency.
- Collaborates with peers and Operations Manager to address team issues and improve performance.
- Submits reports to Operations Manager, identifies areas for improvement, and implements action plans.
- Facilitates recurrent training sessions to keep team members updated on policies and procedures.
- Motivates team through regular activities and incentive-based programs.
- Manages queue and ensures service levels are met by optimizing CSR headcount.
- Serves as point person for HR matters, addressing grievances in line with company policies and labor laws.
- Handles Compensation and Benefits concerns, focusing on payroll accuracy and tracking hours for proper computation.
Education
Bachelor of Science - Computer Engineering
ICCT University
Cainta 04.2001 -
Skills
Timeline
Mobility Escalation Team Leader
Telus International
10.2022 - Current
LOYALTY AND RETENTION SPECIALIST
Telus International
03.2012 - 10.2022
Bachelor of Science - Computer Engineering
ICCT University
04.2001 -
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Manvitha KManvitha K
TECHNICAL SUPPORT SPECIALIST at Telus InternationalTECHNICAL SUPPORT SPECIALIST at Telus International