Vincent Sanico
Quezon City,National Capital Region
Summary
Dynamic Support Coach with strengths in performance coaching and team development. Drives improvement in key performance metrics through effective mentorship and conflict resolution. Cultivates a collaborative environment to enhance team productivity and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Support Coach
Alorica PH
01.2026 - Current
- Leadership & People Development: Spearheaded the performance coaching and mentorship of a team of agents, driving key performance metrics (KPIs) like CSAT and QA scores to meet campaign targets.
- Managed complex customer issues as primary escalation point, utilising critical thinking and conflict resolution to turn negative experiences into positive brand interactions.
- Collaborated with operations leadership to design and execute team communication strategies, minimising operational bottlenecks and enhancing daily productivity.
- Facilitated transition and skills development of onboarding team members, ensuring alignment with company quality standards and performance milestones.
Customer Experience Agent
Alorica PH
07.2025 - 01.2026
- Managed high-volume inbound customer queries and complaints, achieving first-contact resolution (FCR) to foster brand loyalty.
- Analyzed recurring customer feedback trends to identify service delivery gaps and presented actionable recommendations to leadership for service enhancement.
- Tailored communication styles for diverse customer demographics, ensuring clear, empathetic, and professional engagement in every interaction.
Local Store Marketing
McDonald's
07.2022 - 04.2025
- Operational Synergy: Collaborated across back-of-house and front-of-house teams to translate customer service feedback into immediate process improvements, driving faster service delivery times.
- Facilitated customer-facing store conversations, resolving localized issues with a structured, empathetic approach, enhancing regional service standards.
- Ensured strict adherence to brand quality standards, fostering a reliable and hospitable environment for high-volume daily patrons.
Education
Bachelor of Science - Tourism Management
STI College
Quezon City01-2026
Skills
- Performance Coaching
- First-Contact Resolution (FCR)
- Process improvement
- Conflict resolution
- Root-Cause Analysis
- Team leadership
- Cross-Functional Collaboration
- Communication and mediation
- Active Listening & Empathy
- Risk & Compliance Mindset
Timeline
Support Coach
Alorica PH
01.2026 - Current
Customer Experience Agent
Alorica PH
07.2025 - 01.2026
Local Store Marketing
McDonald's
07.2022 - 04.2025
Bachelor of Science - Tourism Management
STI College