Mei Kamille Fronda
Antipolo City, Province Of Rizal,RIZ
Summary
Personable and strategic with aptitude for leadership and team development, bringing in-depth knowledge of customer service protocols and operational efficiency techniques.
Possesses strong communication and problem-solving skills, coupled with thorough understanding of call center software and performance metrics. Committed to driving customer satisfaction and operational excellence.
Experienced with managing contact center operations and leading teams to success. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of implementing process improvements and driving team performance.
Overview
13
13
years of professional experience
Work History
Contact Center Manager
IDP Education Limited
10.2021 - Current
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
Team Leader Manager
TATA Consultancy Services
06.2012 - 06.2018
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Streamlined communication within the team for better collaboration and decisionmaking.
Education
Bachelor of Arts - Major in Brodcasting
Centro Escolar University
Manila, Metro Manila, Philippines06-2004
Skills
- Coaching and mentoring
- Crisis management
- Workforce management
- Compliance
- Staff recruitment
- Reporting skills
- Staff motivation
- Quality assurance
- Call monitoring
- Training coordination
- Training management
- Document management
- Training delivery
- Problem-solving
- Time management
- Customer service
Accomplishments
GEA - Global Excellence Award Winner FY23
Marketing Magic - Exceptional Contact Center Lead Qualification Campaign Customer Exeperience
Timeline
Contact Center Manager
IDP Education Limited
10.2021 - Current
Team Leader Manager
TATA Consultancy Services
06.2012 - 06.2018
Bachelor of Arts - Major in Brodcasting
Centro Escolar University
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