MARIA ANGELA SJ. ANIAG
Team Leader
Bocaue
Summary
Proactive and positive 25-year-old Team Leader with nearly 6 years of BPO experience. Successfully manages team dynamics, fosters collaboration, and drives continuous improvement in processes and performance. Demonstrates strong interpersonal and communication skills, resulting in positive relationships with coworkers and high levels of employee engagement and motivation. Committed to creating a positive work environment and optimizing operational efficiency. Seeking to leverage extensive leadership experience and skills in a dynamic organization where teamwork and organizational growth are top priorities.
Overview
6
6
years of professional experience
18
18
years of post-secondary education
Work History
TEAM LEADER
IntouchCX (Former 24-7 Intouch PH, Inc.)
07.2024 - 01.2025
- Account/LOB: Car Rental (US)
- Handled escalation calls, set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
CLIENT CARE REPRESENTATIVE
Sun Life Global Solutions
05.2023 - 07.2024
- Account/LOB: Group Insurance (US)
- Handled clients' inquiries about insurance policies
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
TEAMMATE / SUBJECT MATTER EXPERT
Lizardbear Tasking, Inc. (TaskUs)
07.2019 - 05.2023
- Account/LOB: Food Delivery (US, AU, & CA)
- Exceeded the KPI metrics by being a consistent top performer in the team
- Mentored new team members, contributing to their professional growth and development.
- Served as go-to expert for resolving critical challenges, enabling smoother work progression.
Education
BUSINESS ADMINISTRATION MAJOR IN ENTREPRENEURSHIP
Bulacan State University
Malolos City, Bulacan 04.2001 - 05.2019
Skills
- Team supervision
- Teamwork and collaboration
- Mentoring / Coaching
- Performance evaluations
- Conflict resolution
- Verbal and written communication
- Task delegation
- Problem-solving abilities
- Time management
- Decision-making
- Multitasking Abilities
- Adaptability and flexibility
- Effective communication
Additional Information
Lucky Clemente
Operations Manager, IntouchCX
0976-336-3643
Gio Capulong
Team Leader, IntouchCX
0928-201-8196
Timeline
TEAM LEADER
IntouchCX (Former 24-7 Intouch PH, Inc.)
07.2024 - 01.2025
CLIENT CARE REPRESENTATIVE
Sun Life Global Solutions
05.2023 - 07.2024
TEAMMATE / SUBJECT MATTER EXPERT
Lizardbear Tasking, Inc. (TaskUs)
07.2019 - 05.2023
BUSINESS ADMINISTRATION MAJOR IN ENTREPRENEURSHIP
Bulacan State University
04.2001 - 05.2019
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