RUSTICA LLANES
Valenzuela, Metro Manila,00
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.
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
Work History
TEAM LEADER
ACQUIRE BPO
08.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Service Representative
ACQUIRE BPO
08.2021 - 02.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative/Email Support
Sitel Philippines – OJV Technopoint, Home Depot
10.2019 - 07.2021
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Merchandizer
PHILUSA
06.2011 - 11.2011
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Verified products appeared at correct locations in proper quantities.
- Updated pricing and signage to complete product displays and educate customers.
- Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Inspected merchandise for quality and arranged proper display location on floor.
Education
Bachelor of Science - Business Administration Major in Office Management
Secondary - undefined
Elementary - undefined
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Mentoring
People Management
Coaching
Process Analysis
Process Improvement
Task Prioritization
Team Check-Ins
References
- MR. Valerie Domingo, Coach/Team Leader, Sitel Philippines, 09454802655
- Mrs. Kristine T. Diaz, Customer Service Representative, TDCX, 09058760795
- Ms. Princess Crisha Joy Garcia, Customer Service Representative, Sitel Philippines, 09167524439
Personal Information
- Height: 5'2''
- Weight: 52 kg
- Date of Birth: 08/01/85
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
Timeline
TEAM LEADER - ACQUIRE BPO
08.2021 - Current
Customer Service Representative - ACQUIRE BPO
08.2021 - 02.2022
Customer Service Representative/Email Support - Sitel Philippines – OJV Technopoint, Home Depot
10.2019 - 07.2021
Merchandizer - PHILUSA
06.2011 - 11.2011
Obando National High School - Secondary,
San Pascual Elementary School - Elementary,
University of Caloocan City - Bachelor of Science, Business Administration Major in Office Management