Nilo Valle Chinilla
Customer Service Professional
Las Pinas City,National Capital Region
Summary
Hardworking Team Leader with 16 years of experience in Business Process Outsourcing environments. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Senior Team Lead
Shore Solutions
Taguig, Philippines
08.2021 - 10.2021
- Endpoint decision maker on the finality of disputes, payment releases for the users of airtasker.com
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper
- Provided constructive criticism regarding quality assurance for Community Escalation Specialists.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Facilitated team building events in a virtual environment.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Team Manager
IBEX Global Philippines, AT&T Mobility, DirecTV
01.2019 - 07.2021
- Leads the advanced, and Wireless Currently works and directly responsible for the development of 12-15 Advance Technical Support Representatives.
- Consistently belonging to the top quartile of team leads
- Directly involved in the planning and implementation action plans via using data driven decision making.
- Directly works with the AT&T client in resolving site issues, tools improvement, T3 sessions, and rollouts.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Team Supervisor
Teledirect Philippines, Airbnb
Pasig City
04.2018 - 10.2018
- Worked as a Team Lead for the world’s biggest accommodations hub; AirBnB Led a total of 16 Case Managers that handled disputes, irregularities, claims, and travel emergencies of both guests and hosts Maintains metrics, reports, process documentation, customer service logs, or training or safety records.
- Maintains order through imposition and execution of company directives and the observance of attendance policies.
- Provides action plans for agents to achieve metrics; focusing solely on behaviors that drive numbers and metrics
- Has had above satisfactory scores in leading fresh new hires with less than 90 days tenure in case management.
- Assisted in recruiting, hiring and training of team members.
Team Supervisor
E-Guardian Philippines, Email Support
Makati City, Philippines
11.2017 - 04.2018
- Was a part of the Email Team handling customer service inquiries of hand-held mobile games.
- Largely contributed to the creation of structure of email response, templates, and client operation workflow.
- Created the quality control procedures for email responses for the company by its agents.
- Corresponded to troubleshooting, maintenance major bugs in each game.
Team Lead - Coach
Sitel Philippines, Bell Canada
Quezon City, Philippines
07.2014 - 10.2017
- Leads the top team for the customer Retention Team and Sales team of Bell Canada focusing on high churn rate customers, end-of-life, and service-cycle based retention.
- Provided sales training for 200 FTEs in the site in promoting continued use and upgrade of Bell Canada’s Subscribers.
- Designed and spearhead the 60-day Save Your Customer Retention Training that helped develop the bottom 20% of each of the representatives turnover and churn rate.
- Has direct influence in the design of learning materials, training, up-skill of representatives.
- Broad experience in upsell and cross-sell for retention and reuse of Bell Canada’s Product lines.
- Has received awards for the team’s consistently high retention rate, low 60-90 day deactivation of Bell Canada’s Subscribers.
Team Lead
Transcom, Samsung USA
Quezon City
10.2013 - 04.2014
- Was a part of the pioneering team for Samsung Philippines, household consumers
- Implemented policies and Operating Procedures for the production team such ideal call handling on issues involving consumer electronics.
- Conducted audits on agent calls on quality assurance on a daily basis.
- Spearheaded up training for agents on new roll outs of processes.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
Team Lead Coach
Sitel, Greendot Corporation (debit card payments)
Baguio City
08.2007 - 05.2013
- Contributed to the growth of the account from 30 strong workforce to 500 throughout a period of 5 years.
- Manages 13-18 Customer Service Representatives Specialized in handling prepaid debit card campaign.
- Supporting customer service representatives that handle cardholder billing statements, disputes, new cardholder activation, risk management, retailer concerns.
- Manages as a special line of business that handles high-risk customers for Greendot Corporation; the card company in the United States that provides top- of-line prepaid financial products.
- Handled Level 2 agents who specialize in escalations, risk management, and cardholder disputes.
Subject Matter Expert
Convergys Philippines, DirecTV
Muntinlupa, Philippines
02.2005 - 07.2007
- Performed ad hoc deep-dive analyses for specific business problems.
- Endpoint for Directv customer escalations.
- Was able to be promoted on his 7th month as a subject matter expert.
- Consistently high rating in CSAT and Quality.
Education
No Degree - Mass Communication
Far Eastern University
Manila 03.2000 - 04.2004
Skills
Technical Support
Payment Card Industry Compliance
Performance improvement
Employee Evaluation
Quality control
Timeline
Senior Team Lead
Shore Solutions
08.2021 - 10.2021
Team Manager
IBEX Global Philippines, AT&T Mobility, DirecTV
01.2019 - 07.2021
Team Supervisor
Teledirect Philippines, Airbnb
04.2018 - 10.2018
Team Supervisor
E-Guardian Philippines, Email Support
11.2017 - 04.2018
Team Lead - Coach
Sitel Philippines, Bell Canada
07.2014 - 10.2017
Team Lead
Transcom, Samsung USA
10.2013 - 04.2014
Team Lead Coach
Sitel, Greendot Corporation (debit card payments)
08.2007 - 05.2013
Subject Matter Expert
Convergys Philippines, DirecTV
02.2005 - 07.2007
No Degree - Mass Communication
Far Eastern University
03.2000 - 04.2004