Monaliza Dagale
Caloocan City
Summary
Motivated Team Leader with six years of experience driving success in a fast-paced work environment. Proven track record in developing individuals and helping them achieve their professional goals. Passionate about coaching behaviors to enhance individual and team performance. My passion is for people development. I love feedback, regardless of whether it's positive or negative. I accept challenges and every opportunity from the people I work with.
Overview
14
14
years of professional experience
Work History
Operations Supervisor
TELEPERFORMANCE PHILIPPINES
Quezon City
05.2018 - 05.2021
- Led and motivated a team of 13-15 agents to meet performance metrics, such as customer satisfaction, quality scores, service levels, and first-call resolution.
- Conducted daily, weekly, and monthly meetings to discuss performance, goals, and areas for improvement.
- Monitored real-time performance of agents through metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and adherence to service levels.
- Provided coaching and feedback to improve agent performance and professional growth.
- Handled escalations and resolved client or customer complaints that agents were unable to manage.
- Collaborated with other departments (Quality Assurance, Training, and Workforce Management) to implement best practices.
- Ensured agents were using the CRM, call management systems, and other tools efficiently and correctly.
- Recognized and rewarded outstanding agent performance.
- Conducted exit interviews and provided feedback on retention strategies.
Trainer
TELEPERFORMANCE PHILIPPINES
Quezon City
04.2016 - 05.2018
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orient new staff members about company policies and procedures.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Documented all training activities, including attendance records, feedback forms, and surveys.
- Provided feedback on employee performance based on observed results during training sessions.
- Collaborated with subject matter experts to ensure the accuracy of content being delivered to trainees.
- Recommended changes or improvements in existing training processes as needed.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Technical Support Representative
TELEPERFORMANCE PHILIPPINES
Quezon City
09.2014 - 04.2016
- Provided technical assistance to customers through phone, email, and chat support.
- Troubleshoot customer inquiries related to TV, phone, and internet issues.
- Resolved escalated customer service issues promptly.
- Assisted customers with the installation of new hardware and software applications.
- Demonstrated advanced product knowledge to solve customer issues.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
Customer Relations Specialist
24/7 PHILIPPINES INC.
Makati City
06.2011 - 05.2014
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Conducted customer service surveys to identify areas of improvement in customer retention.
- Developed strategies to improve customer experience and increase loyalty.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Researched competitive offerings and identified opportunities for improving our product offering.
Customer Service Representative
Alorica
Makati City
06.2007 - 03.2011
- Efficiently processed car rental reservations, ensuring accuracy and adherence to company policies.
- Handled changes to existing reservations, guaranteeing customers retained their original rates.
- Conducted outbound calls to assist customers when locations were sold out, ensuring their needs were met.
- Accepted and handled supervisors' calls, assisting and maintaining high service standards.
- Processed changes and extensions for customers' existing car rental contracts, managing the process seamlessly.
- Transferred calls to the appropriate department when escalation team intervention was required for complex issues.
Education
Bachelor of Science - In Commerce Major in Management
Saint Louis University
Baguio City05-2006
Skills
- Performance and Vulnerability-Based Coaching
- Data Analysis and Performance Management
- Activity Planning (PFS- Plan for Success)
- Facilitation and Training
- Problem Solving and Conflict Resolution
- Employee Development and Retention
- Cross- Functional Collaboration
- Compliance and Risk Management
- Customer Experience Optimization
- Strategic Planning
References
References available upon request.
Timeline
Operations Supervisor
TELEPERFORMANCE PHILIPPINES
05.2018 - 05.2021
Trainer
TELEPERFORMANCE PHILIPPINES
04.2016 - 05.2018
Technical Support Representative
TELEPERFORMANCE PHILIPPINES
09.2014 - 04.2016
Customer Relations Specialist
24/7 PHILIPPINES INC.
06.2011 - 05.2014
Customer Service Representative
Alorica
06.2007 - 03.2011
Bachelor of Science - In Commerce Major in Management
Saint Louis University
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