Milva Garado
Metro Manila,Philippines
Summary
Strategic leader with extensive experience in team management and operational support. Adapts to changing demands through effective planning and delegation. Fosters a supportive environment that prioritises employee growth and organisational success while driving performance through targeted training and development initiatives.
Overview
18
18
years of professional experience
Work History
Team Leader
Concentrix
Megamall, Quezon City, Philippines
05.2016 - 03.2026
- Monitored team performance, identified improvement areas, and implemented corrective actions to enhance overall effectiveness.
- Cultivated supportive, positive working environment to maintain strong employee relationships and boost team morale.
- Monitored staff performance and developed improvement plans.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Fostered open, professional relationships with team members to facilitate timely issue resolution.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Supported recruitment efforts by screening candidates, conducting interviews, and facilitating onboarding processes.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Led a team of 15, fostering a collaborative environment to boost productivity and morale.
- Resolved conflicts within the team amicably, maintaining harmony and collaboration.
- Completed audits and risk assessments to achieve regulatory compliance.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Initiated a recognition programme to reward outstanding team achievements and individual excellence.
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement.
Subject Matter Expert
Convergys
Two E-com Mall of Asia, Pasay City, Philippines
05.2015 - 12.2015
- Resolved complex problems by identifying root causes and implementing effective solutions.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Facilitated training sessions for junior staff, improving their understanding and skills.
- Collaborated with cross-functional teams to integrate subject matter expertise into projects.
- Conducted workshops and training sessions to enhance team skills and elevate service delivery.
- Fostered a work environment emphasising personal responsibility and continuous improvement to achieve high-quality results.
Sales-Technical Support Representative
Stream Global Services
Two E-com Mall of Asia, Pasay City, Philippines
05.2011 - 05.2015
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Conducted remote troubleshooting sessions to identify and solve technical problems.
- Provided clear and concise step-by-step technical support to guide clients.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Customised support solutions to meet individual customer needs, enhancing satisfaction.
- Diagnosed system and software malfunctions, guiding users through step-by-step solutions.
- Delivered comprehensive support for hardware, software, and network issues, reducing resolution times and enhancing service effectiveness.
- Offered guidance on installation, configuration, and upgrade processes for software and hardware.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Collaborated with technical teams to escalate complex issues and track resolution progress.
- Collaborated with technical teams to escalate complex issues and track resolution progress.
Cashier
San Roque Supermarket
Blumentritt, Manila, Philippines
11.2009 - 06.2010
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Maintained clean, tidy and organised checkout areas.
- Calculated and provided accurate change to customers after transactions.
- Completed opening and closing procedures, verifying proper cash-on-hand amounts and allocating resources.
- Completed daily records updates to track sales and accurate payment totals.
- Offered friendly greetings and farewells, creating a welcoming environment for all patrons.
- Processed transactions quickly and accurately, enhancing customer checkout experience.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Maintained high productivity by efficiently processing cash, credit and debit payments.
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently.
- Trained new staff on cashiering procedures and customer service excellence.
- Addressed customer queries regarding returns and exchanges, facilitating a smooth process.
Tele-Cashier
Yellow Cab Food Corporation
Greenbelt Makati, Philippines
11.2007 - 04.2008
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently.
- Maintained neat and clean shop floor and storage areas.
- Verified register at beginning and end of work shifts to help with error-free money handling.
- Promoted sale prices and promotions and redeemed coupons to offer competitive prices and boost customer loyalty.
Education
Diploma of Higher Education - Bachelor's Degree of Secondary Education
Universidad de Manila
Manila01-2010
Skills
- Project management
- Team leadership
- Team supervision
- Strategic planning
- Performance evaluation
- Customer relationship management
- Conflict resolution
- Employee training
Timeline
Team Leader
Concentrix
05.2016 - 03.2026
Subject Matter Expert
Convergys
05.2015 - 12.2015
Sales-Technical Support Representative
Stream Global Services
05.2011 - 05.2015
Cashier
San Roque Supermarket
11.2009 - 06.2010
Tele-Cashier
Yellow Cab Food Corporation
11.2007 - 04.2008
Diploma of Higher Education - Bachelor's Degree of Secondary Education
Universidad de Manila