Rinalyn Salem
Performance Developmental Coach
Cebu City, Province Of Cebu
Summary
Dynamic Performance Developmental Coach with a proven track record at EPerformax Contact Centers & BPO, enhancing agent skills and boosting performance metrics significantly. Expert in coaching techniques and feedback delivery, fostering growth and achieving customer satisfaction. My approach combines self-awareness with strategic influence, driving notable improvements in efficiency and service quality.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Performance Developmental Coach
EPerformax Contact Centers & BPO
CEBU CITY
02.2020 - 10.2024
- Responsible for mentoring, guiding, and coaching agents to enhance their skills and improve their performance.
- Assessed agent productivity, analyzed performance data, and created individualized development plans to boost performance metrics, including customer satisfaction, call quality, and efficiency.
- Monitored live and recorded calls to evaluate agent performance against key performance indicators (KPIs) and provided detailed feedback to agents through one-on-one coaching sessions to address strengths, areas for improvement, and action plans for growth.
- Made sure to always foster positive working environment and motivated agents to meet or exceed their performance targets through recognition, goal setting, and ongoing support.
Customer Service Representative
Teleperformance
Cagayan De Oro City
11.2018 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Education - Special Education
University of Sci And Technology of Southern Ph.
Cagayan De Oro, Province Of Misamis Oriental, Philippines 06.2014 - 06.2016
Skills
Self-awareness
Coaching Techniques
Adaptability
Goal setting
Active Listening
Problem-Solving
Time Management
Certification
G.R.O.W C.O.A.C.H CERTIFIED
Timeline
G.R.O.W C.O.A.C.H CERTIFIED
06-2024
Performance Developmental Coach
EPerformax Contact Centers & BPO
02.2020 - 10.2024
Customer Service Representative
Teleperformance
11.2018 - 01.2020
Bachelor of Education - Special Education
University of Sci And Technology of Southern Ph.
06.2014 - 06.2016
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