Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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Stifany Ong

Stifany Ong

Summary

Accomplished CS Team Leader with extensive experience in customer support and training roles. Proven track record in monitoring operations, maintaining employee relationships, and developing effective training strategies. Demonstrated expertise in communication, creativity, time management, leadership, and problem-solving. Adept at resolving customer queries through various channels and enhancing employee performance through innovative e-learning solutions. Career goal: to leverage extensive experience to drive operational excellence and team development in a dynamic organization.

Overview

8
8
years of professional experience

Work History

CS Team Leader, Airline

Dyninno Philippines Inc
11.2022 - 07.2024
  • Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
  • Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
  • Developed open and professional relationships with team members to facilitate effective issue resolution.

Trainer T-MOBILE NMT (Technical) and NMA (Account)

Alorica
08.2021 - 08.2022
  • Enhancing the new hires' knowledge to better equip them for the job, and directing them to the resources they require in order to acquaint them with the company's workarounds.
  • Developed long-term training strategies for new and existing employees across multiple departments.
  • Implemented innovative e-learning solutions to enhance access to training resources for remote employees.

Acting Trainer for T-MOBILE NMA (Account Support)

Alorica
01.2021 - 08.2021
  • Assisting in training the new hires, so they may improve their knowledge to better prepare them for the job, and guiding them to the resources they need to become familiar with the company's procedures.

Customer Support T-MOBILE Messaging (Chat Support)

Alorica
07.2020 - 01.2021
  • Assisting customers with their needs, and promoting businesses' items through the chat channel.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

Customer Service Prudential (Financial)

Sykes Asia Inc.
11.2016 - 06.2017
  • Helping clients with their insurances and marketing the businesses' offers through inbound calls.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints, and guarantee customer satisfaction.

Education

High School -

University of Saint Louis Tuguegarao
Tuguegarao City, Province Of Cagayan, Philippines
06-2008

Skills

    Communication

    Creativity

    Time Management

    Leadership

    Problem Solving

Personal Information

  • Place of Birth: Cagayan
  • Date of Birth: 06/29/91
  • Nationality: Filipino

References

  • Prince Bongcawil, CS Supervisor, Dyninno Philippines, +63 306 298 0595
  • Jason Genaro, CS Trainer, Dyninno Philippines, +63 956 155 5770
  • Maria Jesica Duenog, CS Team Leader, Dyninno Philippines, +63 935 120 8521

Timeline

CS Team Leader, Airline

Dyninno Philippines Inc
11.2022 - 07.2024

Trainer T-MOBILE NMT (Technical) and NMA (Account)

Alorica
08.2021 - 08.2022

Acting Trainer for T-MOBILE NMA (Account Support)

Alorica
01.2021 - 08.2021

Customer Support T-MOBILE Messaging (Chat Support)

Alorica
07.2020 - 01.2021

Customer Service Prudential (Financial)

Sykes Asia Inc.
11.2016 - 06.2017

High School -

University of Saint Louis Tuguegarao

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Stifany Ong