RAYMOND FLORDELIZA

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Facilitated smooth collaboration between departments through clear communication channels.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Analyzed and reported on key performance metrics to senior management.
• Suggest initiatives to improve work environment, company culture or overall business strategy.

Manage relationship with external partners to ensure alignment with agent and customer growth objectives.

Drive process improvements, collaborate with internal and external teams to define new processes and enhance existing ones which aims to boost efficiency and performance.

Support the needs to team members in a way that's helpful, positive and motivating.

Support each team member through strategic action plans to deliver strong performance and improve customer experience.

Drive compliances and integrity making sure we adhere to company's requirements and needs.

• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Implemented feedback system to gather client insights, driving continuous improvement.