Victoria Louise Tolentino
San Juan
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
7
7
years of professional experience
Work History
Team Leader
T-mobile, Alorica
02.2021 - 03.2024
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Resolutions Expert
T-mobile, Alorica
02.2020 - 01.2021
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Resolved problems, improved operations and provided exceptional service.
Subject Matter Expert
T-Mobile, Alorica
09.2018 - 02.2020
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Fundamentals Mentor
T-Mobile, Alorica
05.2018 - 09.2018
- Developed trust-based relationships with mentees through active listening and empathetic communication.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Enhanced mentee performance by providing personalized guidance and support.
Customer Service Representative
T- Mobile, Alorica
07.2017 - 05.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
BEED of Special Needs Education - Undergraduate -
St. Joseph's College of Quezon City
Skills
- Coaching
- Employee Evaluation
- Documentation And Reporting
- Team Supervision
- Quality Improvement
- Giving Constructive Feedback
- SMART goals
- Daily workflow improvement
- Complex Problem-Solving
- Call Center Operations
Timeline
Team Leader
T-mobile, Alorica
02.2021 - 03.2024
Customer Resolutions Expert
T-mobile, Alorica
02.2020 - 01.2021
Subject Matter Expert
T-Mobile, Alorica
09.2018 - 02.2020
Fundamentals Mentor
T-Mobile, Alorica
05.2018 - 09.2018
Customer Service Representative
T- Mobile, Alorica
07.2017 - 05.2018
BEED of Special Needs Education - Undergraduate -
St. Joseph's College of Quezon City
Similar Profiles
Jenny Lyn BazanJenny Lyn Bazan
Tech/Billing Support (Call Center) at Alorica Philippines (T-MOBILE)Tech/Billing Support (Call Center) at Alorica Philippines (T-MOBILE)
Jenny Lyn BazanJenny Lyn Bazan
Technical Support Call Center Representative at Alorica Philippines (T-MOBILE)Technical Support Call Center Representative at Alorica Philippines (T-MOBILE)
Samantha LewisSamantha Lewis
Express Sales at Alorica Corp, American, Agent, Alorica CorporationExpress Sales at Alorica Corp, American, Agent, Alorica Corporation