Ryan Jay Roxas
Summary
Goal-oriented Team Manager with over 12 years of extensive leadership experience in the Customer Service and Customer Retention industry. Dedicated to meeting team performance objectives and achieving set targets. Committed to providing thorough training, setting team goals, and developing innovative strategies. Possesses superb oral and written communication skills, along with excellent time management and leadership abilities.
Overview
15
15
years of professional experience
Work History
Team Manager
Concentrix Philippines
02.2012 - 02.2024
- Supervised and mentored staff in 1:1 sessions, driving the attainment of individual KPIs.
- Maintained a positive, professional working environment to optimize staff and customer satisfaction.
- Utilized excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
- Monitored team performance, ensuring compliance with guidelines and regulations through audits and quality evaluations (chat/email reading and call recordings).
- Managed the team by offering support and constructive feedback to improve skills and maximize agent/team potential.
- Drove staff performance by creating incentives and fostering a positive work atmosphere, administering recognition and rewards programs.
- Achieved management objectives, consistently meeting deadlines and performance targets.
- Attended daily performance read-outs with the client to discuss scores, challenges, and action plans for the day.
Customer Service Representative/Senior Support
Concentrix Philippines
12.2008 - 02.2012
- Assisted customers with product-related questions, feedback, and complaints.
- Built rapport with customers through courteous and professional communication.
- Served as a point of escalation for complex customer issues, ensuring timely resolution to drive client retention.
- Analyzed customer service trends to identify areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Bachelor of Science - Nursing (Undergraduate)
Araullo University - Phinma Education Network
Nueva Ecija , Philippines 04.2001 -
High School Diploma -
Good Samaritan Colleges
Nueva Ecija , Philippines 04.2001 -
Primary School -
Good Samaritan Colleges
Nueva Ecija , Philippines 04.2001 -
Skills
Performance Coaching
undefinedAccomplishments
- Collaborated with the Training Team to onboard over 100 new hires, ensuring the quality of agents passing through onboarding meets client qualifications or requirements.
- Awarded as the Top Agent for CSAT for three consecutive months, with an average of 36 survey returns each month and a 93% Customer Satisfaction rating. I ensure accuracy by utilizing available tools and demonstrate efficiency by providing timely answers or resolutions.
Timeline
Team Manager
Concentrix Philippines
02.2012 - 02.2024
Customer Service Representative/Senior Support
Concentrix Philippines
12.2008 - 02.2012
Bachelor of Science - Nursing (Undergraduate)
Araullo University - Phinma Education Network
04.2001 -
High School Diploma -
Good Samaritan Colleges
04.2001 -
Primary School -
Good Samaritan Colleges
04.2001 -
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