ROLANDO L. CASTRO, JR.
Mabalacat, Province Of Pampanga
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
17
17
years of professional experience
Work History
Team Leader
TATA Consultancy Services
07.2020 - Current
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Set performance expectations, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Service Desk Agent
TATA Consultancy Services
07.2015 - 07.2020
- Manages user's access to various applications, network accounts through active directory, and network connectivity via virtual private network.
- Provides assistance in a timely manner to ensure that all concerns are addressed accordingly.
Service Desk Agent
ATOS
04.2010 - 07.2015
- Provides IT support for various software & trading applications.
- Assist users in requesting access for various applications and tools.
- Provides IT support for various computer technical issues, telecommunication devices, and mobile applications.
- Ensures all issues are routed to the correct resolver group for further troubleshooting & resolution.
- Monitors escalated tickets and works closely with resolver groups to ensure that ticket SLA's are being met.
Call Center Operations Supervisor
Alorica-Phillippines
02.2007 - 07.2009
- Supervises performance and development of a team of technical support agents.
- Ensures team productivity and efficiency by closely monitoring agent's performance.
- Responsible for ensuring that the team achieves the required metrics via communication of requirements and regular feedback on performance.
- Implements company policies and procedures as well as client's support processes and guidelines.
- Conducts up-training sessions and team calibrations to improve agent's technical and customer service skills.
- Ensures important information and updates disseminate to the support team by conducting team meetings and one on one coaching sessions.
- Implements work schedule and oversees schedule adherence.
- Responds timely and accurately to the escalations of the Level 1/Level 2 technicians.
- Provides feedback and coaches agents to identify strengths and weaknesses, provides Performance Improvement Plan for Agents who fails to meet the required standards.
- Provides team reports as required by the Account Manager / Group Manager.
Education
Bachelor of Science - Computer Science
TTMIST
Calbayog City, Western Samar03-1998
Skills
- Ul>
- P>
- Able to motivate successful team
- P>
- Coaching and Mentoring
- P>
- Has personal integrity and demonstrates commitment to sound, ethical, moral and legal business standards and practices
- P>
- Flexible and adaptable to changing requirements dictated by professional services environment
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveWork from home optionStock Options / Equity / Profit SharingPersonal development programsTimeline
Team Leader
TATA Consultancy Services
07.2020 - Current
Service Desk Agent
TATA Consultancy Services
07.2015 - 07.2020
Service Desk Agent
ATOS
04.2010 - 07.2015
Call Center Operations Supervisor
Alorica-Phillippines
02.2007 - 07.2009
Bachelor of Science - Computer Science
TTMIST
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