Noemi Palenzuela
Operation Team Leader/Customer Service Support
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
2024
2024
years of professional experience
Work History
Operation Team Leader
Telus International Phils
Quezon City
12.2012 - 06.2023
- Assisted team members in their daily operation for phone line of business (Mobile Experience (MX) and Digital
- Appliances (DA)
- Provides daily coaching for team members for feedback and improvement
- Do a triad coaching with the
- Operation manager for recommendation
- Attended and Do a Services to Sales (S2S) presentation with the client and the other vendor for the sales improvement and for the team sales scorecard
- Acts as the Managers on duty (MOD) for que management and case handling
- Review and work for the out of SLA, case management with Quality Assurance (QA) and Learning Specialist (LS) for the complaints and vendor feedback
- Conducts operations interview for team member who will be part of the operation before they will be endorse to the Training
- Conducts team meeting and daily huddles for day to day updates for agent's communication
- Compiles and coordinates with the other level of support such as Support such as Human Resource (HR) for
- HR related concern, Hints or Boost plan and progression for team members, conducts intervention
- Do daily scrubbing of the calls of team members who got detractors
- Performs administrative duties such for consequence management, payroll and baleen scorecard
- Attended Quality Assurance calibration for best practices and provided feedback that can help team members on their daily calls.
Internal Help Desk Supervisor
COINBASE
1 1 - 05.2022
- Assisted team members in their daily operation for email line of business (Account ops-Access, Risk/Fraud
- Safety/Trust, and Payments)
- Acts as the Managers on duty (MOD) for que management and case handling
- Review and work for the out of SLA, case management with Quality Assurance (QA) and Learning Specialist (LS) for the complaints and vendor feedback., DESK (IHD) Escalation Team
- Assist in taking supervisor calls and escalated concern of the team Member
Technical Account Supervisor
DELL APOS
10.2020 - 01.2021
- Assisted chat team members working both onsite and work from home in their daily sales quota
- Handle escalation calls from Team members and working on the complaints
- Assisting new hires in their process/knowledge for sales.
- Evaluated employee performance and coached and trained to improve weak areas.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Financial Account
NETSPEND
08.2014 - 01.2019
- Serves as Frontline Supervisor for Voice Tms
- Assisted team members on the management call /escalation
- Motivate and inspire team members to perform better by formulating and implementing regular team activities
- Conducts audits and coaching
- Handles escalation calls from CSR's
- Conducts special training, huddles to the focused team member
- Brainstorm with the Operation Manager, another department to discuss various issues/problems faced by therespective team
- Analyze and determine what affects agent/ team performance, establishes solutions etc
- Assisting Real time analyst (RTA) in que management as manager on Duty (MOD)
- Reviews call outs/complaints of the team members both internal and external
- Performs administrative duties such for consequence management and payroll
- Validating manual credit adjustments, waiving of fees, transfer of funds (c2c)-client facing.
Technical Support Engineer
Infinity Support Inc
02.2012 - 12.2012
- Provide first level technical support assistance for customers mostly in the United States, UK and Canada
- Troubleshoot advanced Hardware, Software and Network issue for Windows and Linux Based Operating
- System
- Handles both Shared and Virtual Private Server (VPS) technical issues
- Challenged to provide timely and accurate resolutions to support applications or end users
- Handles 32 Webhosting brands
- Earned a solid reputation for resolving complex issues and providing exceptional customer service
- Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas
- Assisted colleagues in taking outbound calls for unresolved issues and escalations
- Able to handle multiple clients at the same time
- Assisted customers via Chat, Email and Phone
Technical Support
Allez Business Process Services Inc
12.2008 - 02.2012
- 35F, Antel Global Corporate center Ortigas center Pasig City, representatives (Officer in charge (OIC) for Chat & Email Support
- 3 years' experience in customer service and technical support
- Assist and managed staff of sixtechnical support representatives
- Technical Support Representatives (Phone Support)
- Assist in building websites for the customers
- Responsible for handling incoming inquiries from new & existing merchants of Stores Online
- Responsible for providing technical support such as Networking issues, browser issues, software issues, emailissues, login issues and passwords, marketing strategies, search engine optimization, marketing strategies,handling minor billing issues.
Administrative Assistant
Bristol Myers Squibb
Makati City
06.2006 - 10.2008
- For sales and marketing for both cardiology and gastroenterology department supporting Product and Sales Manager
- Responsible for assisting 20 medical representatives
- Assisting their daily operation such as creating Purchase orders, responsible for their expenses reports and receivables
- Work with supplier for bidding
- Arranges team meetings, round table discussion, midyear and annual medical convention
- Works and arranges hotel accommodation, flight reservations, visa and transfer for medical representatives, product and sales manager and healthcare professional
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Liaised between clients and vendors and maintained effective lines of communication.
Education
Bachelor of Commercial Science - Computer Science
Jose Rizal University
06.2002 - 2006.04
Skills
Customer Relations
Timeline
Technical Account Supervisor
DELL APOS
10.2020 - 01.2021
Financial Account
NETSPEND
08.2014 - 01.2019
Operation Team Leader
Telus International Phils
12.2012 - 06.2023
Technical Support Engineer
Infinity Support Inc
02.2012 - 12.2012
Technical Support
Allez Business Process Services Inc
12.2008 - 02.2012
Administrative Assistant
Bristol Myers Squibb
06.2006 - 10.2008
Bachelor of Commercial Science - Computer Science
Jose Rizal University
06.2002 - 2006.04
Internal Help Desk Supervisor
COINBASE
1 1 - 05.2022
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