STEVEN QUEBEC
Team Manager / Trainer
Taytay, Province Of Rizal
Summary
Experienced with leading and managing teams to achieve operational excellence. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering collaborative environment and meeting organizational objectives.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
7
7
Certifications
Work History
Team Manager
Lsi Insurance Agency
Pleasanton, California
01.2024 - Current
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
AIRLINE RESERVATION SPECIALIST
LUFTHANSA PHILIPPINES
Alabang
06.2023 - 12.2023
- Language Skills: Fluent in English and Filipino, providing personalized assistance to passengers worldwide.
- Customer Service: Recognized for consistently exceeding customer expectations, resolving inquiries, and ensuring passenger comfort.
- Reservation Systems: Proficient in Amadeus and World Tracer, improving booking processes and efficiency.
- Crisis Handling: Skilled at staying calm under pressure, effectively managing unexpected situations, and prioritizing passenger safety and satisfaction.
- Adaptability: Easily adapt to different environments, ensuring a smooth experience for passengers from diverse backgrounds.
- Coordinated bookings for up to 10 rooms.
- Answered approximately 25 phone calls and emails regarding customers inquires, concerns and complaints per day.
CALL CENTER REPRESENTATIVE
ACELA
Taytay, Rizal
01.2022 - 06.2023
- Familiarized with product knowledge to assist customers with their concerns.
- Solve complex customer concerns with little to no assistance
- Collaborated with company sales by processing deposits and payout processor navigation
- Provide customers with knowledge of website processes and game/betting mechanics
- De-escalating situations involving irate customers
CALL CENTER REPRESENTATIVE
TELUS
Ayala
10.2018 - 03.2019
- Answered inbound calls, evaluated problems and complaints of the callers, provided proper solutions, and responded to customers' needs.
- Experience and Familiar with Salesforce
ESL (ENGLISH AS A SECOND LANGUAGE) TEACHER
51 Talk
Quezon City
01.2017 - 01.2018
- Teach English to foreign students and provide a conducive and interactive learning experience.
- Engaged with students to create a unique learning experience suited to their learning pace
- Educated students in basics of English grammar and conversational speaking.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
Education
BS Aeronautical Engineer -
PATTS College of Aeronautics
Quezon City, NCR 06.2016 - 07.2021
Skills
- Performance coaching
- Customer focus
- Influencing skills
- Operational excellence
- Staff development
- Team leadership
- Time management
- Problem-solving abilities
- Problem-solving
- Teamwork and collaboration
- Excellent communication
- Problem resolution
- Relationship building
- Adaptability and flexibility
- Decision-making
Certification
Maintenance, Repair, Overhaul Technical Training
References
Tim Guzon,
Team Manager
Timothyguzon27@gmail.com
09052125609
Timeline
Team Manager
Lsi Insurance Agency
01.2024 - Current
AIRLINE RESERVATION SPECIALIST
LUFTHANSA PHILIPPINES
06.2023 - 12.2023
CALL CENTER REPRESENTATIVE
ACELA
01.2022 - 06.2023
CALL CENTER REPRESENTATIVE
TELUS
10.2018 - 03.2019
ESL (ENGLISH AS A SECOND LANGUAGE) TEACHER
51 Talk
01.2017 - 01.2018
BS Aeronautical Engineer -
PATTS College of Aeronautics
06.2016 - 07.2021
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