Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
SoftwareEngineer
Ma.Carmen Martinez

Ma.Carmen Martinez

Operations Supervisor
Biñan

Summary

Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.

Overview

10
10
years of professional experience
1
1
year of post-secondary education

Work History

Operations Supervisor

Teleperformance
Makati City
05.2018 - 01.2023
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Motivated and trained employees to maximize team productivity.
  • Analyzed department metrics and performance and reported findings to management.
  • Compiled training materials for new employees and tracked skill development.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Technical Support Representative

Sutherland
Taguig
01.2017 - 04.2018
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to Outages technical support needs.

Customer Representative

Customer Contact Channels/ C3
Taguig
05.2013 - 12.2016
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.

Education

Bachelor of Science - Marketing Management And Research

Trimex Colleges
Biñan
06.2022 - 05.2023

No Degree - English Language And Literature

San Pedro Manpower Instititute
San Pedro City
05.2001 -

Skills

    Critical Thinking

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Additional Information



  • Ma.Veronica Angeles

ACCM Assistant Manager

Teleperformance

09171746069


  • Barry Delos Santos

CM Call Center Manager

09266140336


  • Dian Kimberly Bermejo

Teleperformance

09272961242

Timeline

Bachelor of Science - Marketing Management And Research

Trimex Colleges
06.2022 - 05.2023

Operations Supervisor

Teleperformance
05.2018 - 01.2023

Technical Support Representative

Sutherland
01.2017 - 04.2018

Customer Representative

Customer Contact Channels/ C3
05.2013 - 12.2016

No Degree - English Language And Literature

San Pedro Manpower Instititute
05.2001 -

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Ma.Carmen MartinezOperations Supervisor