Phoebe Faye Aranjuez
Cebu City
Summary
With almost 9 years of customer service experience and 5 years in leadership roles, my dedication and passion drive me to excel and achieve success. Throughout my career, I consistently enhance customer satisfaction, lead high-performing teams, and implement strategic initiatives for organizational growth. Thriving in dynamic environments, I am committed to fostering continuous improvement and innovation. I am eager to leverage my expertise and leadership skills to contribute to a forward-thinking organization. My ultimate goal is to achieve excellence and deliver impactful results.
Overview
9
9
years of professional experience
Work History
Team Leader, Operations
Concentrix CVG Phil., Inc.
08.2022 - Current
- Lead a team handling escalated inbound calls, ensuring complete resolutions while meeting key performance indicators such as CSAT, AHT, Escalation Rate, Conversion, and QA.
- Develop and implement strategies to optimize team performance and ensure targets are met.
- Monitor team progress towards goals, providing coaching and guidance to enhance productivity and efficiency.
- Oversee all team activities, making strategic decisions on task execution and goal alignment.
- Conduct regular coaching sessions as the primary responsibility, ensuring continuous skill development.
- Communicate with clients regarding issues that require their assistance or approval, ensuring smooth operations and client satisfaction.
- Analyze team performance metrics and implement process improvements to drive operational success.
Team Leader, Operations
OfficePartners360
06.2022 - 08.2022
- Managed a pioneering e-commerce account, overseeing a team of agents handling customer inquiries and issues via email, chat, and calls
- Addressed and resolved escalated concerns related to products and services, ensuring customer satisfaction and retention
- Provided hands-on coaching and training to agents, enhancing their skills in customer service and problem-solving
- Monitored and evaluated agent performance to ensure adherence to quality standards and achievement of team goals
- Communicated directly with clients to address complex issues, keeping them informed of resolution progress and updates
- Shared recent updates and best practices with the team to ensure they are aligned with current processes and policies
- Analyzed customer feedback and issue resolution metrics to drive improvements and optimize service delivery
Team Lead, Service Delivery
TTEC
06.2019 - 05.2022
- Issue Resolution: Managed customer concerns, resolving issues efficiently and escalating when necessary to ensure timely solutions
- PIP Program Management: Implemented and managed the Performance Improvement Plan (PIP) program to support and enhance the performance of underperforming agents, leading to measurable improvements in their output and effectiveness
- Leveraged deep product knowledge and experience to assist in complex cases and improve team performance
- Agent Coaching and Development: Conducted one-on-one coaching sessions, facilitated training workshops, and mentored agents to develop their skills in handling customer inquiries, sales processes, and issue resolution
Sales Representative
NCWC Inc.
01.2018 - 05.2019
- Cold Calling Sales: Conducted cold calls to potential customers with the goal of introducing and promoting company services, converting leads into clients through persuasive communication and effective sales techniques
Customer Service Representative
Teleperformance
04.2016 - 06.2017
- Assisted customers with booking flights, rental cars, and travel packages, ensuring a seamless travel experience
- Managed changes, cancellations, and inquiries, resolving issues to meet customer needs and enhance satisfaction
- Handled complaints professionally, aiming to resolve concerns and build long-term customer relationships
- Provided exceptional service to encourage repeat business and maintain high levels of customer loyalty
Education
Bachelor of Science - Business Administration - General
University of San Jose-Recoletos
10-2019
Skills
- Team Leadership & Development
- Operations & Performance Management
- Process Improvement & Optimization
- Customer Service & Escalation Management
- Coaching & Mentoring
- Strategic Planning & Execution
- Conflict Resolution & Problem-Solving
- Performance Analysis & KPI Management
- Employee Engagement & Motivation
- Workflow & Productivity Optimization
- Training & Development Programs
- Decision-Making & Critical Thinking
- Client & Stakeholder Communication
- Adaptability & Crisis Management
Languages
English
Filipino
Timeline
Team Leader, Operations
Concentrix CVG Phil., Inc.
08.2022 - Current
Team Leader, Operations
OfficePartners360
06.2022 - 08.2022
Team Lead, Service Delivery
TTEC
06.2019 - 05.2022
Sales Representative
NCWC Inc.
01.2018 - 05.2019
Customer Service Representative
Teleperformance
04.2016 - 06.2017
Bachelor of Science - Business Administration - General
University of San Jose-Recoletos