Veny Rose Opigal

November 2022 - January 2024: Handled Telco technical account (Granite Telecommunications)

February 2024 - Current: Handling Technical Support Telco Account ( COX Communications) -

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction

January 2020 - March 2022: For AT&T- DIRECTV Campaign

• Conducted workshops and seminars on various leadership topics, enhancing the professional skills of attendees specific to campaign's needs
• Mentored junior coaches in best practices for leadership development, fostering a culture of continuous learning within the organization.
• Facilitated group coaching sessions aimed at strengthening communication skills, conflict resolution, and collaborative problem-solving techniques.
• Audited junior coaches/ team leaders to effectively develop their team members and drive team performance that within or exceeds client expectations
• Top Leadership Coach from September 2021 - December 2021

November 2017 - December 2021: Supported AT&%T DIRECTV Campaign specific to New Hires

• Conducted Weekly Coaching and Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
• Reduced average handle time through effective communication training and improved knowledge of products/services offered.
• Developed SMART action plans to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
• Top New Hire Coach for the month of November 2021

June 2016 - October 2017: Handled DIRECTV Campaign

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

April 2014 - March 2016: Supported DIRECTV, Cable Campaign

• Mentored junior team members, contributing to their professional growth and development.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.

July 2012 - March 2014: Handled DIRECTV, Cable Campaign

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

June 2009 - April 2012: Handled T-MOBILE, Telco Campaign

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Top Agent for Q2 of 2010