Welsey Birao
BPO - Team Leader
Cebu City, Province of Cebu
Summary
Dynamic leader with a proven track record at Wipro BPO, enhancing team performance and employee satisfaction through expert performance coaching and effective operations management.
Overview
6
6
years of professional experience
Work History
Team Manager
Wipro BPO
04.2022 - 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.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and team buildings.
Subject Matter Expert
Wipro BPO
07.2020 - 04.2022
- Provide assistance to newbie members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of time like helping them obtain shorter handling time.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
Agent
Wipro BPO
06.2018 - 07.2020
- Maintained strong attention to detail while reviewing numerous content daily, ensuring consistent quality and accuracy.
- Enhanced team collaboration by regularly providing constructive feedback to fellow reviewers.
- Conducted in-depth research to strengthen the overall quality and credibility of each review.
Education
Bachelor of Science - Information Tecnology
Cebu Institute of Technology - University
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Performance Coaching
Employee Scheduling
Compliance Monitoring
Staff Supervision
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Team building
Succession Planning
Teamwork and Collaboration
Timeline
Team Manager
Wipro BPO
04.2022 - Current
Subject Matter Expert
Wipro BPO
07.2020 - 04.2022
Agent
Wipro BPO
06.2018 - 07.2020
Bachelor of Science - Information Tecnology
Cebu Institute of Technology - University
04.2001 -
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