MYLENE CAMANDONA
Team Leader
Caloocan City
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure Team Leader position. Ready to help team achieve company goals.
Overview
13
13
years of professional experience
Work History
Team Leader
Accenture
10.2023 - Current
- Tracks and document employee time ( punctuality, attendance, IW minutes and up training.) Reviews resources' performance result daily. Moderate content as part of Trust and Safety for a specific platform Ensure that team members are doing the right thing and do not base the moderation on their own bias
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Identifies knowledge gaps and make sure to provide action plan
- Identifies performance gaps and prepares action plan for effective coaching and performance improvement during one on one feedback
- Motivate the team to learn and excel
- Develop SMEs skills in providing coaching and feedback
- Ensure that each member of the team take care of their mental health by on demand WeCare sessions.
Team Leader
TELUS PH
12.2021 - 10.2023
- Tracks and document employee time ( punctuality, attendance, ACD minutes and up training.) Reviews associate’s performance result daily to ensure all goals are met Identifies performance gaps and prepares action plan for effective coaching and performance improvement during one on one feedback
- Provides at least four (4) coaching session per representative per month Plans and conducts team meetings that share information, performance updates and action plan
- Motivate the team to learn and excel
- Ensures representative’s calls are aligned with Quality Assurance objectives and targets and client’s expectations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Project Coach/ Team Lead
Afni Ph
11.2019 - 12.2021
- Tracks and document employee time ( punctuality, attendance, ACD minutes and up training.) Reviews associate’s performance result daily to ensure all goals are met Identifies performance gaps and prepares action plan for effective coaching and performance improvement during one on one feedback
- Provides at least four (4) coaching session per representative per month Plans and conducts team meetings that share information, performance updates and action plan
- Motivate the team to learn and excel
- Ensures representative’s calls are aligned with Quality Assurance objectives and targets and client’s expectations.
- Developed customized coaching plans for individual team members based on their unique strengths, weaknesses, and growth opportunities.
- Ensured timely delivery of high-quality deliverables with careful monitoring of milestones and adherence to deadlines.
Supervisor, Operations
Teleperformance
08.2018 - 11.2019
- Tracks and document employee time ( punctuality, attendance, ACD minutes and up training.) Reviews associate’s performance result daily to ensure all goals are met before endorsing them to production
- Identifies knowledge gaps and make sure to provide action plan
- Identifies performance gaps and prepares action plan for effective coaching and performance improvement during one on one feedback
- Provides at least four (4) coaching session per representative per month Plans and conducts team meetings that share information, performance and updates
- Motivate the team to learn and excel
- Ensures representative’s calls are aligned with Quality Assurance objectives and targets and client’s expectations
- Develop SMEs skills in providing coaching and feedback.
Fraud Analyst
Convergys
08.2017 - 01.2018
- Observe customer transactions to identify fraudulent activity
- Identify fraudulent transaction and cancel from further processing
- Resolve customer issues about suspected fraud transactions
- Ensure confidentiality of all information collected during investigation process.
Faculty
WCC-ATC
01.2017 - 12.2017
- Develop students’ knowledge about social sciences Provide learning tasks
- Assure that performance grades are submitted on time
- Assess students thru written and oral examination.
Team Manager
Alorica Ph (Expert Global Solutions /NCO)
07.2011 - 07.2017
- Directly manage a team of representatives
- Drive high performance by managing a team, monitor portfolio allocation.
- Ensure all collections activities comply with policies and legal procedures of both client and company
- Provide coaching and mentoring to collection representatives and provide feedback Monitor employee attendance Conduct call monitoring assessments for inclusion in scorecards and feedback to individuals on a weekly/ monthly basis
- Conduct quarterly performance with direct reports Ensure employees have appropriate training and other resources to perform the job
- Performs other duties as assigned.
Education
Elementary -
Bagong Silang Elementary School
Secondary - undefined
Manuel L. Quezon High School
Tertiary - Social Studies
City College of Manila
Skills
- Team Supervision
- Teamwork and Collaboration
- Work Planning
- Team motivation
- Problem-Solving
- Mentoring
- Quality Improvement
Computer literate (Microsoft Word; Excel; PowerPoint)
- Documentation And Reporting
- People Management
- Coaching
- Employee Evaluation
- Performance Improvement
- Goal Setting
- Coaching and Mentoring
- Performance Evaluations
Timeline
Team Leader
Accenture
10.2023 - Current
Team Leader
TELUS PH
12.2021 - 10.2023
Project Coach/ Team Lead
Afni Ph
11.2019 - 12.2021
Supervisor, Operations
Teleperformance
08.2018 - 11.2019
Fraud Analyst
Convergys
08.2017 - 01.2018
Faculty
WCC-ATC
01.2017 - 12.2017
Team Manager
Alorica Ph (Expert Global Solutions /NCO)
07.2011 - 07.2017
Elementary -
Bagong Silang Elementary School
Secondary - undefined
Manuel L. Quezon High School
Tertiary - Social Studies
City College of Manila
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