Shaira Marie Borlon
Call Center Supervisor
Cainta, Province Of Rizal
Summary
Dynamic Call Center Supervisor with a proven track record at Results Call Center, enhancing agent performance through targeted training and effective coaching. Skilled in information tracking and call monitoring, I achieved significant improvements in first-call resolution rates while fostering strong customer relationships through empathetic communication.
Overview
4
4
years of professional experience
Work History
Call Center Supervisor
Results Call Center
06.2024 - 07.2025
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Call Center Representative
Results Call Center
06.2022 - 06.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Call Center Representative
WNS Global Services
12.2021 - 06.2022
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma -
Asian College
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Information tracking
Timeline
Call Center Supervisor
Results Call Center
06.2024 - 07.2025
Call Center Representative
Results Call Center
06.2022 - 06.2024
Call Center Representative
WNS Global Services
12.2021 - 06.2022
High School Diploma -
Asian College
04.2001 -
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