Rachelle Rosanes Tulad
Summary
Team Captain leading 15–17 team members in a client-facing contact center environment. Drives KPI performance through coaching, mentoring, and daily support while keeping required client tasks on schedule. Strengthens team output, service quality, and retention through structured training and performance follow-up.
Overview
2
2
Certifications
23
23
years of professional experience
Work History
Team Captain
Telus International
05.2022 - Current
- Handles 15-17 Team Members.
- Develop and Ensure Team Members hit their KPI by coaching and mentoring.
- Ensure all client required task are met.
TEX Coach
Alorica Center
05.2017 - 04.2022
- Primary responsibility of developing, coaching and mentoring 8 Experts and address customer’s feedback to repair the relationship.
- Focus on Improving customer service and safety increase revenue, enhancing the company’s image and improving customer loyalty.
- Facilitate training focus on improving expert’s performance and employee retention.
Retention Specialist / Engagement Council Member
Affinion Benefits Group
04.2016 - 01.2017
- Answer customers queries about their Insurance Policy.
- Provides expertise and excellent customer service to retain customers for our company.
- Manage Activity for the Company.
Technical Support Representative II
Sutherland Global Services
02.2014 - 04.2016
- Develop strong customer relationships and resolve queries of the customers through e-mail and chat within the assigned TAT
- Provide remote support assistance installing and updating windows system.
- Inform member of current promotions and new or updated products
- Microsoft
Data Repair Consultant
Broadview Networks
02.2013 - 02.2014
- Responsible for initial triage and determination of TCP/IP related fault.
- Collaborated with customer IT to facilitate prompt issue resolution.
- Created repair tickets for complex issues requiring escalation or additional attention.
- 1st level troubleshooting of TCP/IP connectivity problems on customer's Internet, Frame relay, VPN and private line connection.
- Provide DNS, Web, and POP email support.
- Execute change requests for Customer Router Configurations for all Broadview supported routers and Broadview supported Firewall Modifications.
- Initiate Move/Add/Change orders for existing customers.
- Coordinated network repairs and dispatched appropriate vendors or specialists based on issue type.
Technical Support 2
Convergys
01.2011 - 01.2013
- Provide troubleshooting for TV, phone and internet
- Process Up sells.
- AT&T Uverse
Team Manager
Etelecare / Stream Global Solutions
02.2008 - 09.2011
- Supervised and motivated new hired agents as a team leader/coach.
- Improves training effectiveness by developing new approaches and techniques; making support readily available.
- Implemented a system and call scripts to aid the efficient management of call volume.
- Conducted interviews to complete the responsibility of recruiting employees.
- Vonage Inbound Sales
Team Manager
PRC
01.2004 - 01.2007
- Supervised and motivated new hired agents as a team leader/coach.
- Conduct Sales training to enhance agents' skills
- Implemented a system and call scripts to aid the efficient management of call volume.
- Conducted interviews to fulfill recruitment responsibilities and build a strong team.
- Timeshare account
Education
Tipas Elementary School
Palingon Tipas Taguig CityAB - Political Science
Arellano University
Pag asa Pasig City01.2004
High School Diploma -
Colegio De Sta. Ana
Sta. Ana Taguig City01.1998
Skills
Team coaching
Performance management
Training facilitation
Employee mentoring
Recruitment support
KPI tracking
Escalation management
Customer complaint resolution
Call center operations
Quality assurance
Disclaimer
Character Reference Available upon request. Applicant's Signature
Certification
Yellowbelt Six Sigma
Timeline
Team Captain
Telus International
05.2022 - Current
TEX Coach
Alorica Center
05.2017 - 04.2022
Retention Specialist / Engagement Council Member
Affinion Benefits Group
04.2016 - 01.2017
Technical Support Representative II
Sutherland Global Services
02.2014 - 04.2016
Data Repair Consultant
Broadview Networks
02.2013 - 02.2014
Technical Support 2
Convergys
01.2011 - 01.2013
Team Manager
Etelecare / Stream Global Solutions
02.2008 - 09.2011
Team Manager
PRC
01.2004 - 01.2007
AB - Political Science
Arellano University
Tipas Elementary School
High School Diploma -
Colegio De Sta. Ana