Maria Desiree Valmoja
Team Lead, Service Delivery
City of San Jose del Monte
Summary
Proven leader with 3 years of supervisory experience and 6 years of comprehensive quality assurance expertise in the call center industry, adept at leading high-performing teams, optimizing processes, and ensuring exceptional customer service. Excelled in minimizing resource losses and enhancing customer satisfaction through strategic problem-solving and effective communication. Skilled in fostering team efficiency and driving significant improvements in service delivery. Seeking to leverage the extensive background in team leadership, performance management, and quality assurance to drive operational excellence and enhance customer satisfaction.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Team Lead
Ttec - DoorDash
10.2021 - 05.2024
- Directed and supervised team of 20-25 customer service agents.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
VIP Chat Support Agent
Ttec - DoorDash
09.2020 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer chats with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
Quality Assurance Specialist
National Debt Relief via Upwork.com
02.2014 - 08.2020
- Evaluates voice interactions on customer service skills, program knowledge, policy, procedure and coaching opportunities.
- Assist agents in achieving customer satisfaction goals as set by program or client.
- Monitors, calibrates and supports quality standards set by the company.
- Provides coaching and feedback to agents to ensure customer service meets quality standard.
- Communicates recommendations for improvement of the program.
- Mentored junior QA specialists, fostering culture of continuous learning and professional growth.
- Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
Technical Support Representative
NCO Group
11.2011 - 02.2014
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Education
Bachelor of Science - Nursing
Medical Colleges of Northern Philippines
Peñablanca, Cagayan 06.2005 - 03.2009
High School Diploma -
La Salette of Ramon
Ramon, Isabela 06.2001 - 03.2005
Skills
Coaching and mentoring
Accomplishments
Tier 1 Top performing Team - December 2021 - June 2022
Top 2 Performing team Q2 and Q3 2022
Top 4 Performing team Q3 2023
Timeline
Team Lead
Ttec - DoorDash
10.2021 - 05.2024
VIP Chat Support Agent
Ttec - DoorDash
09.2020 - 10.2021
Quality Assurance Specialist
National Debt Relief via Upwork.com
02.2014 - 08.2020
Technical Support Representative
NCO Group
11.2011 - 02.2014
Bachelor of Science - Nursing
Medical Colleges of Northern Philippines
06.2005 - 03.2009
High School Diploma -
La Salette of Ramon
06.2001 - 03.2005
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