Mae Ann Nuica
Operation Team Lead
Taguig
Summary
Astute supervisor dedicated to comprehensive leadership maximizing quality and develop team members. Great multitasker and committed to enhancing customer experiences. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Operation Team Leader
Telus International Philippines
01.2019 - Current
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Managed internal operational standards and productivity targets.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Compiled training materials for new employees and tracked skill development. (Using nurturing approach)
- Weekly Audit for Quality Assurance -2 call per team member per week.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload
Learning Specialist OIC
Telus International Philippines
05.2021 - 08.2021
- Documented trainee's behaviors, interventions, and outcomes to enable lead Trainer to address pertinent issues.
- Delivered personalized educational, behavioral, and emotional support to individual trainees to enable positive learning outcomes.
- Maintained inclusive learning environment to enable trainees to gain maximum benefit from lessons.
- Assisted main trainer with classroom management and document coordination to maintain positive learning environment.
- Create and share Learning materials for client update.
- Create training material to ensure alignment and understanding of each team members regarding t process update.
Customer Care Associate
Conduent Business Services, INC
09.2017 - 01.2019
- Trained as Subject matter expert for 6 months
- Certified floor walk supportfor Carebay program
Education
Bachelor of Science - Hotel And Restaurant Management
Pambayang Dalubhasaan Ng Marilao
Marilao Bulacan 04.2001 -
Skills
● Knowledgeable in MS Word, Excel, and Powerpoint
● adaptability
● Interpersonal Communication
● Time Management
● Is neat and has good organizational skills
● Pleasant even under stress
● Willing to work on extended hours
● Willing to work on Holidays and on unprecedented calls for duty
Timeline
Learning Specialist OIC
Telus International Philippines
05.2021 - 08.2021
Operation Team Leader
Telus International Philippines
01.2019 - Current
Customer Care Associate
Conduent Business Services, INC
09.2017 - 01.2019
Bachelor of Science - Hotel And Restaurant Management
Pambayang Dalubhasaan Ng Marilao
04.2001 -