Rinalyn Salem
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
Work History
Performance Developmental Coach
EPerformax Contact Centers & BPO
10.2023 - 11.2024
- 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 a positive working environment and motivated agents to meet or exceed their performance targets through recognition, goal setting, and ongoing support.
Team Leader
EPerformax Contact Centers & BPO
04.2021 - 10.2023
- Handled escalated calls and resolved complex customer issues, ensuring high levels of customer satisfaction.
- Provided real-time support to agents during live calls by offering guidance, technical assistance, and troubleshooting tips.
- Monitor call queues and manage agent workflows to maintain service levels and reduce customer wait times.
- Developed and implemented strategies to improve customer experience and reduce the need for escalations.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Service Representative
EPerformax Contact Centers & BPO
02.2020 - 04.2021
- 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.
Customer Service Representative
Teleperformance
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
USTP
Cagayan De Oro, Province Of Misamis Oriental, Philippines04-2016
Skills
- Self-awareness
- Coaching techniques
- Influencing skills
- Feedback and Coaching delivery
- Goals and performance
- Operations
- Problem-solving
- Time management
- Attention to detail
- Coaching and mentoring
Languages
English
Character References
Melvin Roa
- Operations Supervisor
- EPerformax Contact Centers & BPO
- 09989693691
- vinroh2227@gmail.com
Carlo Espedilla
- Performance Developmental Supervisor
- EPerformax Contact Centers & BPO
- 09603572684
- espedillacarlo@gmail.com
Joy Rellona
- Performance Developmental Coach
- EPerformax Contact Centers & BPO
- 09776585331
- joy.rellona29@gmail.com
Timeline
Performance Developmental Coach
EPerformax Contact Centers & BPO
10.2023 - 11.2024
Team Leader
EPerformax Contact Centers & BPO
04.2021 - 10.2023
Customer Service Representative
EPerformax Contact Centers & BPO
02.2020 - 04.2021
Customer Service Representative
Teleperformance
11.2018 - 01.2020
Bachelor of Education - Special Education
USTP
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