Ma.Fe Gabon

A Team Manager at Alorica by the Bay, handling Telco accounts, plays a crucial role in overseeing day-to-day operations, ensuring customer satisfaction, and driving team performance.

Key Responsibilities

Team Leadership and Management:

• Performance Management: Sets clear performance expectations, conducts regular performance reviews, provides coaching and feedback, and implements performance improvement plans as needed.

• Team Development: Fosters a positive and supportive team culture, encourages teamwork, and identifies opportunities for team members' professional growth and development
• Employee Engagement: Organizes team-building activities, recognizes and rewards outstanding performance, and addresses employee concerns and issues promptly. Operational Excellence:
• Quality Assurance: Monitors team performance through call monitoring, quality assurance audits, and adherence to service level agreements (SLAs).
• Process Improvement: Identifies areas for process improvement, implements changes to enhance efficiency and effectiveness, and ensures compliance with company policies and procedures.
• Problem-Solving: Resolves customer issues and escalates complex problems to higher-level management as necessary.
• Customer Experience: Ensures that team members deliver excellent customer service, addressing customer inquiries and complaints promptly and professionally.
• Customer Retention: Implements strategies to improve customer satisfaction and retention, such as loyalty programs and personalized customer experiences.
• Customer Feedback: Collects and analyzes customer feedback to identify areas for improvement and implement corrective actions.

• Collaborated with other department managers to develop cohesive strategies for enhancing the overall customer experience.
• Recorded details of conversations, complaints and actions taken in CRM.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
• Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
• Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
• Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.

• Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
• Reduced response time for customer queries by implementing effective communication strategies.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.