Vincent Mangao
Team Manager
Pasig
Summary
Experienced in delivering administrative, organizational, and customer service support in virtual environments. Dependable and professional individual with proficiency in MS Office, G Suite, Jira, Slack, and other productivity tools. Well-equipped to streamline operations and enhance efficiency. Strong communication and problem-solving skills, coupled with expertise in time management. Consistently meets objectives and delivers exceptional results.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Team Manager
SupportNinja
08.2023 - 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.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
Quality Analyst
Accenture
2 2021 - 8 2023
- As Quality Analyst ensures that resources provide quality service in line with organizational objectives and processes
- Optimized quality assurance will increase resources' efficiency through behavior modification, enhance the quality of service to stakeholders and improve productivity.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Senior Quality Analyst
Open Access BPO
10.2018 - 10.2020
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Collaborated with Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
Media Coordinator
Acquire BPO
04.2018 - 10.2018
- Collects commercials from advertising agencies/clients
- Schedules/Allots commercials to be broadcasted via the television
- Verifies that the commercials abide by the rules and regulations of the broadcasting commission based on Australian standards.
- Developed custom tracking solutions to monitor campaign success accurately and make data-driven decisions for optimization purposes.
- Enhanced brand visibility by developing and executing strategic media plans.
Senior Quality Analyst
Open Access Marketing, Makati
07.2016 - 02.2018
- Does evaluations via live call monitoring
- Attends weekly sync with the client to discuss updates and propose processes
- Checks evaluations disputes from the leads for the QA team
- Analyzes trends for opportunities and come up with action plans to improve agents’ performance.
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
Quality Analyst
Open Access Marketing, Makati
04.2016 - 07.2016
- Joins in the weekly calibration with the client to make sure that we are in line with the current processes, updates and upcoming tasks
- Reviews emails sent by each email representative to ensure that they are following the organization’s protocol which includes product knowledge
- Evaluates performance in terms that help the organization recognize problems and increase its effectiveness.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Subject Matter Expert
Open Access Marketing, Makati
04.2016 - 04.2016
- Handles the Nesting stage of new hires to ensure that they are ready to be endorsed to production.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Email Support Representative
Open Access Marketing, Makati
04.2015 - 03.2016
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
Technical Support Representative
Transcom Asia, Edsa, National Capital Reg. Philippines
02.2014 - 12.2014
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Technical Service Representative
Expert Global Solutions (NCO-APAC)
11.2012 - 02.2014
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
- Maintained 90% customer satisfaction level for assigned tickets.
Education
Bachelor's - Architecture
01.2010 - 04.2011
Bachelor's - Architecture
01.2007 - 04.2009
Skills
Performance Coaching
Customer Focus
Influencing skills
Operational Excellence
Teamwork and Collaboration
Problem Resolution
Employee Coaching and Mentoring
Computer Skills
Google Suite
Goal Setting
Personal Information
Date of Birth: 04/20/89
Timeline
Team Manager - SupportNinja
08.2023 - Current
Senior Quality Analyst - Open Access BPO
10.2018 - 10.2020
Media Coordinator - Acquire BPO
04.2018 - 10.2018
Senior Quality Analyst - Open Access Marketing, Makati
07.2016 - 02.2018
Quality Analyst - Open Access Marketing, Makati
04.2016 - 07.2016
Subject Matter Expert - Open Access Marketing, Makati
04.2016 - 04.2016
Email Support Representative - Open Access Marketing, Makati
04.2015 - 03.2016
Technical Support Representative - Transcom Asia, Edsa, National Capital Reg. Philippines
02.2014 - 12.2014
Technical Service Representative - Expert Global Solutions (NCO-APAC)
11.2012 - 02.2014
Don Bosco Technical College - Bachelor's, Architecture
01.2010 - 04.2011
University of Santo Tomas (UST) - Bachelor's, Architecture
01.2007 - 04.2009
Quality Analyst - Accenture
2 2021 - 8 2023