Raymund Tagulinao
Quezon City, Metro Manila
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
25
25
years of professional experience
Work History
Team Lead
TTEC
08.2016 - Current
- Coaching and developing agents focusing on the behavior
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Teaching agents on how to be productive and driving reliability
- Worked different stations to provide optimal coverage and meet production goals.
- Developed effective improvement plans in alignment with goals and specifications.
- Working with my team to achieve a balance performance
- Working with integrity and equality
- Mentored and guided employees to foster proper completion of assigned duties.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Corporate Quality Analyst
APAC Services Inc.
09.2007 - 08.2016
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Improved product quality by implementing rigorous testing procedures and adhering to industry standards.
- Analyzed quality and performance data to support operational decision-making.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Participated in departmental meetings to establish short- and long-term strategy.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Edited, proofed and critiqued internal documents to improve clarity.
- Reduced production downtime by proactively identifying potential bottlenecks and developing strategies to address them efficiently.
Store Manager
Self-employed
12.2006 - 08.2007
- Computer Shop Co-owner/Manager
Collections Agent
Citibank, NA
06.2006 - 12.2006
- Updated account information to maintain custom
- Responsible for collections on credit card billed charges and past due balances
Customer Sales Representative
E-Telecare International
07.2000 - 02.2001
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Informed customers of promotions to increase sales productivity and volume.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Met existing customers to review current services and expand sales opportunities.
Customer Service Representative
Smart Telecommunications Inc
07.1999 - 02.2000
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Canossa Academy
Lipa City, Province Of Batangas, PhilippinesBachelor of Science - Marketing
Philippine School of Business Administration
Quezon City, Metro Manila, Philippines10.1998
High School Diploma -
De La Salle Lipa
Lipa City, Province Of Batangas, Philippines03.1994
Skills
- Safety processes and procedures
- Corporate Social Responsibility
- Key Performance Indicators
- Customer Focus
- Goal Setting
- Diversity and Inclusion
- Analytical Thinking
- Coaching
- Performance monitoring
- Expectation setting
- Idea Development and Brainstorming
- Team Check-Ins
Timeline
Team Lead
TTEC
08.2016 - Current
Corporate Quality Analyst
APAC Services Inc.
09.2007 - 08.2016
Store Manager
Self-employed
12.2006 - 08.2007
Collections Agent
Citibank, NA
06.2006 - 12.2006
Customer Sales Representative
E-Telecare International
07.2000 - 02.2001
Customer Service Representative
Smart Telecommunications Inc
07.1999 - 02.2000
Canossa Academy
Bachelor of Science - Marketing
Philippine School of Business Administration
High School Diploma -
De La Salle Lipa
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