Roel O. Hingada

Customer Service Supervisor

ZALORA

Muntinlupa City

01.2021 - Current

Responsible for overseeing the day-to-day operations of the team and making sure motivation and performance levels are maintained.
Ensure that everyone is logged in and processing tickets, that all representatives who are absent are called and inform workforce or the service level team of updates on absenteeism.
Making sure that the triad is aware of the KPM(s), behaviors and topics per teammate.
Check for updates and respond to urgent communications.
Making sure all tasks given are done on time and to the required standard.
Conduct either SbS/live ticket monitoring and pull out agent for immediate feedback.
Coach for improved performance.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Coached employees through day-to-day work and complex problems.
Actively supported service associates by quickly responding to questions via chat and finding appropriate solutions to customer issues.
Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
Created customer support strategies to increase customer retention.
Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
Identified customer service trends to provide recommendations for process and procedural improvements.
Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
Implemented customer feedback surveys to gather insights, leading to strategic improvements.
Coordinated with other departments to ensure seamless customer experience.