Roan Mangalindan
Call Center Supervisor
ANGELES CITY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Call Center Team Lead
UPS International
12.2012 - Current
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
Collections Representative
IQor Inc
02.2005 - 01.2009
- Handled 70-100 outbound and inbound calls daily with goal of collecting owed debt.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing resources to locate debtors and updated information in company system.
- Processed payments and contracts on accounts.
- Processed payments and applied to customer balances.
Education
Bachelor of Science - Business Administration
Holy Angel University
Angeles City 04.2001 -
Skills
Employee Development
undefinedTimeline
Call Center Team Lead
UPS International
12.2012 - Current
Collections Representative
IQor Inc
02.2005 - 01.2009
Bachelor of Science - Business Administration
Holy Angel University
04.2001 -
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