PRINCE ZILDJIAN BAUI
ICXEED
Batangas City,BTG
8
years of professional experience
BPO Leader and Subject Matter Expert with cross-industry expertise in finance, retail, food delivery, and technology operations. Led teams to exceed KPIs, quality standards, and productivity targets while fostering a culture of accountability and continuous improvement. Developed and implemented training programs that enhanced agent performance and engagement, driving improved business outcomes.
Work History
Senior Team Leader
5 Months- Developed strategic initiatives to optimize resource allocation and team performance.
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Streamlined workflow processes, resulting in improved productivity across departments.
- Mentored junior team members, fostering professional growth and skill development.
- Facilitated training sessions to enhance team capabilities and knowledge sharing.
- Coordinated with stakeholders to align project objectives with organizational goals.
- Implemented performance metrics to assess team effectiveness and drive continuous improvement.
- Produced weekly, daily and monthly activity reports and forecasts.
L&D Process Specialist / Trainer
2 Years- Experienced Learning and Development Process Trainer with a strong background in designing, delivering, and continuously improving training programs aligned with business processes and performance goals. Streamlined onboarding and process training, enhancing knowledge management and learner assessment by translating complex workflows into clear, engaging learning experiences.
- Analyzed process workflows to identify inefficiencies and recommend improvements.
- Developed training materials and conducted workshops for new team members.
- Collaborated with cross-functional teams to streamline operations and enhance service delivery.
Process Developer
1 Year- Analyzed, designed, and improved operational processes, enhancing efficiency, quality, and compliance. Executed process mapping, documentation, and root-cause analysis, collaborating cross-functionally to support scalable business operations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
Quality Analyst & Team Leader
3 Years- Quality Analyst and Team Lead with two years of experience in performance monitoring, quality assurance, and people leadership. Analyzed KPIs to identify process improvements and coached teams to meet quality, productivity, and customer satisfaction targets. Communicated with stakeholders, conducted root-cause analysis, and led continuous improvement initiatives.
- Conducted quality assessments to ensure compliance with operational standards and client requirements.
- Developed and implemented testing procedures to enhance product reliability and performance metrics.
- Collaborated with cross-functional teams to identify process inefficiencies and recommend improvements.
Customer Service Representative
1 Year- Managed hybrid accounts as chat, email, and voice representative for tech, retail, and food delivery sectors.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate support.
- Utilized CRM systems to document interactions and follow up on customer issues effectively.
- Trained new representatives on company policies, procedures, and best practices for customer service.
Education
Bachelor of Arts - Political Science
Detail-oriented Political Science student with strong analytical, research, and communication skills. Knowledgeable in constitutional law, public administration, and political institutions, with experience analyzing political issues and current events in local and global contexts.
Bachelor of Science in Education
Detail-oriented BS Education student with hands-on experience in lesson planning, instructional delivery, and learner assessment. Possesses strong communication, organization, and classroom management skills, with a passion for student-centered learning and academic development.
J.D. - Law
Skills
Continuous Process Improvement
Lean Six Sigma (Green Belt)
Data Analytics & Reporting
AI Strategy Development
FMEA Methodology
Process Flow Charts
Decision making
Training Program Design
Virtual Training Facilitation
Performance Coaching
Team Development
Managing LMS
LMS management
Onboarding Strategy
Critical Thinking
Workplace Engagement
Time Management
Communication Strategies
Timeline
Senior Team Leader
ICXEED
03.2026 - 08.2026Read More
L&D Process Specialist / Trainer
Infosys BPM
01.2024 - 01.2026Read More
Process Developer
Genpact
01.2023 - 01.2024Read More
Quality Analyst & Team Leader
Task Us - Atlantis
01.2020 - 01.2023Read More
Customer Service Representative
Task Us - Atlantis
01.2019 - 01.2020Read More
University of Batangas
Bachelor of Science in Education
Read More
University of Batangas
Bachelor of Arts from Political Science
Read More
Manila Law College
J.D. from Law
Read More