Regine E. Alarcon
Cebu City
Summary
Responsive and passionate with expertise in employee management, training and group leadership. Maintains group safety and strict performance standards with successful monitoring strategies. Dedicated to accuracy and customer satisfaction. Energetic Team Leader with exceptional leadership and motivational skills. Encourages team members to meet and exceed performance targets while maintaining quality and consistency.
Overview
17
17
years of professional experience
Work History
Team Leader
Concentrix
10.2021 - Current
- Directed performance evaluations for teams and individuals to enhance productivity and foster professional growth.
- Guided new employees in overcoming challenges related to task execution.
- Developed and implemented schedules and daily assignments for team to optimize strengths and drive collective success.
- Provided guidance and support to team members in resolving complex customer inquiries and escalated issues.
- Conducted comprehensive data reporting and analysis, enhancing engagement activities within the line of business.
- Addressed and managed team member feedback on workload and client expectations to enhance team performance.
- Organized and led team huddles to foster collaboration and improve team dynamics.
- Oversaw project delivery and managed client and team escalations to facilitate smooth operations. Championed successful execution of initiatives by coordinating resources and aligning team efforts.
Team Leader Trainee
Concentrix
01.2021 - 10.2021
- Facilitated effective communication and collaboration within the team to meet and exceed operational objectives.
- Enhanced operational efficiency by establishing and enforcing best practices and standard operating procedures.
- Facilitated mentorship for junior team members to enhance skills and improve overall team effectiveness.
- Executed performance reviews on a consistent basis to enhance team development and drive continuous improvement.
- Analyzed customer feedback to inform service improvements, enhancing client satisfaction.
- Evaluated key performance indicators and refined strategies to ensure alignment with organizational targets.
- Defined team performance expectations to enhance goal achievement and provided timely feedback.
- Enhanced team performance by assigning tasks based on members' unique skills and areas of specialization.
- Oversaw conflict resolution processes among team members, enhancing teamwork and collaboration.
- Facilitated targeted coaching sessions to develop team members' skills, driving individual performance improvements.
- Conducted regular performance evaluations of team members against set objectives, delivering constructive feedback and acknowledging successes.
Team Leader Intern
Concentrix
09.2019 - 01.2021
- Conducted regular team meetings to clarify project goals and strengthen collaborative efforts.
- Oversaw coordination of project timelines and resource distribution to enhance operational efficiency.
- Created comprehensive training materials aimed at effectively onboarding new team members and ensuring their success.
- Tracked project milestones to identify obstacles and recommend actionable solutions.
- Organized and guided brainstorming sessions aimed at generating creative solutions for project advancement.
- Optimized operational efficiency by establishing efficient workflow processes and promoting time management best practices.
- Provided strategic mentorship and support to junior team members, fostering skill growth and career advancement.
Customer Service Associate I
Convergys/Concentrix
07.2014 - 09.2019
- Resolved customer inquiries efficiently through multiple communication channels.
- Troubleshoot technical issues in Cable, Internet and Landline Services.
- Provided product knowledge to enhance customer experiences and satisfaction.
- Assisted in training new associates on company policies and procedures.
- Collaborated with team members to improve service delivery processes.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Organized customer appreciation events, strengthening customer relations and loyalty.
Community Facilitator
Agri-Aqua Coalition Mindanao
01.2009 - 11.2011
- Spearheaded community engagement initiatives to foster local participation and collaboration.
- Facilitated organization of fishermen and farmers across three barangays in Siay, Zamboanga Sibugay Municipality.
- Designed and executed programs tailored to meet community needs and interests.
- Facilitated collaboration with stakeholders to identify essential resources for community projects.
- Facilitated workshops and events to enhance participant learning and skill development.
- Guided volunteers in developing leadership skills and enhancing team dynamics.
- Evaluated community feedback to enhance outreach strategies and boost program effectiveness.
- Analyzed operational inefficiencies and executed targeted improvement strategies.
Education
Bachelor of Science in Computer Science - Computer Science
Western Mindanao State University
Siay Zamboanga Sibugay, Philippines04.2014
Certification - NC2 National Agriculture Training
Western Mindanao State University
Siay Zamboanga Sibugay, Philippines10.2011
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Work Planning and Prioritization
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
- Complex Problem-solving
- Analytical thinking
- Goal setting
- Overseeing daily activities
- Quality improvement
- Conflict resolution
- Mentoring
- Daily workflow improvement
- Leading team meetings
- Relationship building
- Process improvement
- Team building
- Client support
- Issue resolution
- Complaint resolution
- Giving constructive feedback
- Evaluating employee work
- Performance evaluations
- Influencing skills
- SMART goals
- Employee evaluation
- Technical support
- Feedback delivery
- Onboarding and orientation
- Sales expertise
- Expectation setting
- Account management
- Call center operations
- Meeting facilitation
- Client communication
- Deadline management
- Verbal and written communication
- Task delegation
- Strategic planning
- Project management
- Risk management
- Team assessment
- Time management
- Multitasking
- Customer service
- Multitasking Abilities
- Computer skills
- Organizational skills
- Active listening
- Decision-making
- MS office
- Customer relations
- Task prioritization
- Positive attitude
- Teamwork
- Problem-solving abilities
- Reliability
- Team collaboration
- Team leadership
- Effective communication
Language
English - Advanced (C1)
Visayan - Proficient (C2)
Accomplishments
AWARDS AND RECOGNITIONS
Character References
Throy Elizan
Manager Training - Concentrix Cebu Exchange +639280937551
Carlino Limbaga
Senior Operations Manager - Concentrix Cebu Exchange
+639167961862
Jake Jusayan
Operations Manager - Concentrix Cebu Exchange
+639209164885
Timeline
Team Leader
Concentrix
10.2021 - Current
Team Leader Trainee
Concentrix
01.2021 - 10.2021
Team Leader Intern
Concentrix
09.2019 - 01.2021
Customer Service Associate I
Convergys/Concentrix
07.2014 - 09.2019
Community Facilitator
Agri-Aqua Coalition Mindanao
01.2009 - 11.2011
Certification - NC2 National Agriculture Training
Western Mindanao State University
Bachelor of Science in Computer Science - Computer Science
Western Mindanao State University