Miriam Belgica
Team Leader
Taguig City
Summary
Responsible Customer Solutions Specialist providing exceptional service by anticipating and preventing issues and following up with customers. Smart candidate with experience analyzing reports and data and keeping records of customer interactions. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Escalations Manager
Telus
Market Market Taguig City
05.2023 - 09.2023
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Escalated customer issues to management for appropriate action to be taken.
Team Leader Chat Support
TDCX
Ortigas Pasig City
11.2022 - 04.2023
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
Team Lead
Iqor Santa Rosa
Santa Rosa Laguna
01.2020 - 10.2022
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Agent Position
IGT Solutions
Muntinlupa
07.2018 - 12.2019
- Informed clients of policies and procedures.
- Advised customers about new products and assisted customers in determining best [Type] product for needs.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
Education
Bachelor of Science - Technology Education
STI Santa Rosa
Santa Rosa Laguna 05.2018 - 01.2020
Skills
Budgeting
undefinedTimeline
Escalations Manager
Telus
05.2023 - 09.2023
Team Leader Chat Support
TDCX
11.2022 - 04.2023
Team Lead
Iqor Santa Rosa
01.2020 - 10.2022
Agent Position
IGT Solutions
07.2018 - 12.2019
Bachelor of Science - Technology Education
STI Santa Rosa
05.2018 - 01.2020
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