Norlan Jane Tangaha
Norlan
Cebu City,CEB
Summary
Dynamic Team Leader with a proven track record at Concentrix, excelling in team motivation and problem-solving. Enhanced support quality through targeted coaching, resulting in improved performance metrics. Skilled in relationship building and conflict resolution, fostering a collaborative environment that drives success and customer satisfaction.
Overview
14
14
years of professional experience
1
1
Language
Work History
Team Leader
Concentrix
12.2025 - Current
- Supervise up to 20 agents.
- Responsible for handling first level escalations and provide updates from the client and management.
- Do admin tasks such as approving and scrubbing agent’s time keeping, quality audits, coaching on agent’s quality audits and AFI’s.
- Work with the agents to increase performance and pass NPS, AHT and Perfect attendance
- Also, attend to agent’s inquiries and escalate customer issues and concerns if necessary.
Team Leader
TDCX
08.2021 - 12.2026
- Implemented feedback mechanisms to address customer concerns promptly and effectively.
- Assisted in resolving escalated customer issues while maintaining satisfaction standards.
Technical Support Representative
Concentrix
08.2020 - 04.2021
- Resolved technical issues for customers across diverse platforms and systems.
- Provided exceptional support by troubleshooting hardware and software problems effectively.
Fraud Prevention and Claims Specialist
Teleperformance Philippines
02.2016 - 08.2020
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
Technical Support Representative
Qualfon
12.2012 - 01.2016
Education
Bachelor of Science - Business Administration
University of San-Jose Recoletos
Magallanes St, Cebu City 04.2001 -
High School Diploma -
Immaculate Heart of Mary Academy
Poblacion Minglanilla Cebu 04.2001 -
Skills
Teamwork and collaboration
Problem-solving
Attention to detail
Team motivation
Work Planning and Prioritization
People management
Coaching and mentoring
Overseeing daily activities
Relationship building
Character Reference
Sweet Cherrie Pie Morihashi
Operations Manager
Concentrix
09336072889
Gwen Mark Caynilla
Operations Manager
Concentrix
09770986343
Timeline
Team Leader
Concentrix
12.2025 - Current
Team Leader
TDCX
08.2021 - 12.2026
Technical Support Representative
Concentrix
08.2020 - 04.2021
Fraud Prevention and Claims Specialist
Teleperformance Philippines
02.2016 - 08.2020
Technical Support Representative
Qualfon
12.2012 - 01.2016
Bachelor of Science - Business Administration
University of San-Jose Recoletos
04.2001 -
High School Diploma -
Immaculate Heart of Mary Academy
04.2001 -