Marlyn Laurito
Dasmarinas, Province Of Cavite
Summary
Experienced with leading and managing teams to achieve operational excellence. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering collaborative environment and meeting organizational objectives.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Manager
Concentrix CVG Philippines
05.2020 - Current
- Regularly monitoring and evaluating individual and team performance against KPIs, providing feedback and coaching to improve quality and productivity.
- Monitoring calls and interactions to ensure adherence to quality standards and customer service guidelines
- Regularly generating performance reports to track team metrics and identify areas for improvement
- Acting as a liaison between the team and clients, managing client expectations and addressing any concerns.
- Establish business relationships within supporting business units to help resolve issues related to team members (e.g., Human Resources, FC Team, Quality, etc.)
- Demonstrate flexibility by working varying shifts and responding to unanticipated events
- Responsible for pay correction and approval
Subject Matter Expert
Concentrix CVG Philippines
05.2020 - 05.2022
- Utilize client knowledge base to be constantly updated with program specific issues
- Clarify and research program related processes and submit recommendations as needed
- Address the inquiries of advisors through a centralized support channel
- Help advisors with tools navigation
- Coordinate with Floor Assistants in assisting advisors in long calls, long outbound, ACW and hold
- Provide feedback to Team Leaders regarding the opportunities of their advisors.
- Apply phone quality standard expertise in all tasks that will require evaluation
Customer Service Escalation Specialist
Concentrix CVG Philippines
09.2019 - 05.2020
- Developed customized solutions for customers, resulting in higher retention rates and increased loyalty.
- Ongoing collaboration with quality assurance teams ensured continuous improvement in service delivery standards during escalations.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
- Educated customers about billing, payment processing and support policies and procedures.
- Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
Education
Bachelor of Science - Foreign Service
University of Manila
546 M.V Delos Santos St. Sampaloc, Manila10-2008
Skills
- Excellent communication skills
- Strong leadership abilities
- Problem-solving skills
- Ability to manage conflict
- Strong organizational skills
- Customer service focus
Certification
- Lean Six Sigma Yellow Belt Training - 09/01/2023
- Six Sigma And Lean: Foundations and Principles - 07/18/2023
- Teaching English to Speakers of Other Languages (TESOL) - 08/19/2019
- Leader as Coaches (Convergys) -02/23/2017
Timeline
Team Manager
Concentrix CVG Philippines
05.2020 - Current
Subject Matter Expert
Concentrix CVG Philippines
05.2020 - 05.2022
Customer Service Escalation Specialist
Concentrix CVG Philippines
09.2019 - 05.2020
- Lean Six Sigma Yellow Belt Training - 09/01/2023
- Six Sigma And Lean: Foundations and Principles - 07/18/2023
- Teaching English to Speakers of Other Languages (TESOL) - 08/19/2019
- Leader as Coaches (Convergys) -02/23/2017
Bachelor of Science - Foreign Service
University of Manila
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