ROBERT MERCADO LIMPIN
SPE Sales And Agency Management
Makati City, Metro Manila
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
Work History
SPE-Sales and Agency Management
Cognizant Technology Solutions
02.2020 - Current
- Handle Auto, Home, Personal Lines, Umbrella Insurance, Billing, and Underwriting inquiries
- Call Listening is conducted for process validation
- New hire support by mentoring, roaming, side by side call listening
- Trial for Resolution specialist or escalations process
- Sales Force Champion: Pioneered the tools in Manila to assure a successful launch
- Provide updated Year-To-Date teams Performance
- Conduct coaching, team meetings, huddles, training, and refresher
Team Leader, Technical Support Inbound
TRANSCOM WORLDWIDE INC.
05.2019 - 10.2019
- Team Performance Management: This includes daily updates and assessments on team’s performance, weekly one-on-one coaching, team talk, planning, and action plan execution, monitoring of individual and teams progress, turbo coaching, side by side call validation, real-time remote monitoring of calls
- Quality Assessment and Validation: Weekly quality assurance assessment.
- Weekly Call Calibration with Quality team
- Training Monitoring and Completion: In partnership with the training team, all online or e-learning training are conducted by the team leader until completion. These are validated by a set of tests and assessments on the modules provided
- Attendance Management: Daily attendance monitoring which includes Biometrics and Calls log in, validation of logins via resource team and HR
- Open and Closed complaints validation and assessment
Team Leader, Fault Manager Outbound
TRANSCOM WORLDWIDE INC.
06.2018 - 05.2019
- 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.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Team Leader, Fault Manager Inbound
TRANSCOM WORLDWIDE INC.
01.2018 - 06.2018
Team Leader, Technical Support
TRANSCOM WORLDWIDE INC.
11.2017 - 12.2017
Team Leader, Customer Service Manager
TRANSCOM WORLDWIDE INC.
02.2017 - 10.2017
Triple Play (Phone, BB and TV) Customer Service Manager
TRANSCOM WORLDWIDE INC.
05.2013 - 02.2017
- Manage and close complaints regarding customers' phones, broadband, and television services. This covers billing disputes, provisioning delays, order rejections, fraudulent accounts, credit checks, scam and nuisance calls, renumbering, number porting, mis-sold orders or incorrect order placement, online security, and access issues.
- Specialize in customer retention which includes contract renewal and modification, discount and credit application, compensation, package upgrade or downgrade, and signed in contract validation
- Call listening and call validation of agreed actions to help in resolving complaints
- Case Management: This is to monitor progress and the next actions required in resolving open or ongoing complaints
- Outbound Activity: This is a scheduled callback for the customer where their complaints need to be escalated, monitored or validated further and can't be resolved on initial contact. Callbacks are made to keep the customer updated on the progress made until resolution has been agreed upon.
- CEO Passback: These are complaints directly raised to the CEO of the company whereas the customer had written, email, posted on social media which are directed to the CEO. This is then forwarded back to CSM to manage the complaints and follow the complaints procedure.
- Mis-selling validation: This is for assessment of orders placed and agreed at the point of sale with customers
Dual Play (Phone and BB) Customer Service Manager
TRANSCOM WORLDWIDE INC.
01.2013 - 05.2013
Customer Service Representative, Recontract Expert
TRANSCOM WORLDWIDE INC.
03.2012 - 12.2012
- Handle customer service and billing queries.
- Manage provisioning delays and order rejections
- Trial and managed contract renewal options for customer.
- Focus on customer retention and control complaint escalation
Customer Service Representative
TRANSCOM WORLDWIDE INC.
12.2011 - 03.2012
Education
Bachelor of Arts - Communication
Sacred Heart College
Lucena City, Quezon, Philippines10.2011
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Team management
Time management
Flexible and adaptable
Multitasking
Dependable and responsible
Timeline
SPE-Sales and Agency Management
Cognizant Technology Solutions
02.2020 - Current
Team Leader, Technical Support Inbound
TRANSCOM WORLDWIDE INC.
05.2019 - 10.2019
Team Leader, Fault Manager Outbound
TRANSCOM WORLDWIDE INC.
06.2018 - 05.2019
Team Leader, Fault Manager Inbound
TRANSCOM WORLDWIDE INC.
01.2018 - 06.2018
Team Leader, Technical Support
TRANSCOM WORLDWIDE INC.
11.2017 - 12.2017
Team Leader, Customer Service Manager
TRANSCOM WORLDWIDE INC.
02.2017 - 10.2017
Triple Play (Phone, BB and TV) Customer Service Manager
TRANSCOM WORLDWIDE INC.
05.2013 - 02.2017
Dual Play (Phone and BB) Customer Service Manager
TRANSCOM WORLDWIDE INC.
01.2013 - 05.2013
Customer Service Representative, Recontract Expert
TRANSCOM WORLDWIDE INC.
03.2012 - 12.2012
Customer Service Representative
TRANSCOM WORLDWIDE INC.
12.2011 - 03.2012
Bachelor of Arts - Communication
Sacred Heart College
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