TRISHA MARIE MENDIGO
Team Leader
Malolos City
Summary
Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Team Leader
Compass Experience Labs
06.2024 - Current
- Managed a team of 15–18 customer service associates supporting an e-commerce account (product inquiries, technical support, sales, and after-sales service).
- Improved customer satisfaction by closely monitoring service quality and driving timely issue resolution.
- Increased sales performance through targeted coaching, training, and performance management strategies.
- Streamlined workflows to enhance efficiency and reduce turnaround times for critical customer requests.
- Set clear KPIs and team objectives, consistently tracking performance and driving accountability.
- Conducted regular performance reviews, recognizing achievements and addressing development gaps.
- Fostered a collaborative team environment, enabling quick issue resolution and strong engagement.
Team Manager
Cognizant Technology Solutions
11.2022 - 01.2024
- Directed and mentored 8 Team Leaders across multiple U.S. regions, driving consistent performance across geographically distributed teams.
- Improved productivity and operational results by analyzing performance metrics and implementing targeted action plans.
- Led high-volume, fast-paced operations, effectively managing shifting priorities while consistently meeting business objectives and deadlines.
- Delivered data-driven business reviews, translating key performance metrics into actionable insights for senior leadership.
- Designed and implemented performance management frameworks, enhancing employee growth, engagement, and accountability.
- Strengthened cross-functional and vendor partnerships, ensuring seamless execution and successful delivery of key initiatives.
- Enhanced team capability through coaching, training, and development programs, improving work quality, morale, and retention.
- Established clear roles, responsibilities, and team structures to improve collaboration and operational efficiency.
Team Leader
Cognizant Technologies Solutions
09.2019 - 11.2022
- Managed a team of 18–24 associates across Order Processing, Outbound Calls, and Email Support for durable medical equipment (DME), ensuring productivity and service excellence.
- Set clear performance expectations and monitored progress against team and individual KPIs.
- Conducted regular coaching sessions to drive performance improvement and support employee development.
- Led daily huddles to communicate updates, reinforce priorities, and boost team engagement.
- Delivered weekly client reports covering order volumes, KPI performance, and customer feedback insights.
- Collaborated with Quality, Training, and Workforce Management to address process gaps and implement upskilling initiatives with minimal operational disruption.
- Optimized team performance by delegating tasks based on strengths and development needs.
- Drove productivity improvements through workflow enhancements and ongoing performance analysis.
Team Leader
Teleperformance (Former Intelenet /Serco)
06.2015 - 08.2019
- Led escalation management for a team of 18 OMNI agents supporting a major British banking client, ensuring timely resolution of complex, high-risk customer issues.
- Served as the primary point of contact for critical escalations, driving resolution strategies that minimized customer impact and protected client reputation.
- Improved escalation outcomes by analyzing trends, identifying root causes, and implementing preventive actions.
- Delivered data-driven client reports, translating insights into actionable improvements in complaint handling and customer experience.
- Coached and upskilled team members to strengthen escalation handling, ownership, and decision-making.
- Drove accountability and performance through structured reviews aligned with business objectives.
- Mentored junior staff and developed future leaders within escalation and operations functions.
- Built a high-performing team by delegating escalation ownership based on individual strengths and growth potential.
Customer Service Agent
Expert Global Solutions Inc.
11.2013 - 05.2015
- Delivered customer support for healthcare coverage inquiries, including eligibility, claims, billing, and plan details.
- Provided accurate and timely resolutions, ensuring compliance and a high standard of service.
- Handled complex and sensitive concerns with empathy, strengthening customer trust and satisfaction.
- Maintained professionalism across all interactions, consistently driving positive customer experiences.
- Managed multiple inquiries efficiently with strong attention to detail and organizational skills.
Education
Bachelor of Science - Hotel and Restaurant Management
Bulacan State University
Malolos, Province Of Bulacan, PhilippinesSkills
Operations & Team Leadership
Coaching, Mentoring & Talent Development
Stakeholder & Client Management
Performance Management & KPI Optimization
Escalation & Incident Management
Data Analysis & Reporting (Root Cause Analysis)
Customer Experience (CX) Strategy
Workforce Planning & Scheduling
CRM / Tech Tools
Cross-Functional Collaboration
Client Reporting & Business Reviews
Certification
ASCEND Jade for Front Line Leaders
Timeline
Team Leader
Compass Experience Labs
06.2024 - Current
Team Manager
Cognizant Technology Solutions
11.2022 - 01.2024
Team Leader
Cognizant Technologies Solutions
09.2019 - 11.2022
Team Leader
Teleperformance (Former Intelenet /Serco)
06.2015 - 08.2019
Customer Service Agent
Expert Global Solutions Inc.
11.2013 - 05.2015
Bachelor of Science - Hotel and Restaurant Management
Bulacan State University