Wilfred Andreus Diaz
Cebu City
Summary
Customer Service Manager with more than 5 years of professional customer service and leadership experience. Customer Service Manager committed to delivering success through effective personnel and workflow management. Highly skilled in negotiating, instructing and supervising Call Centre Representatives. Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Customer Service Manager experienced with all facets of coaching and development processes of Call Centre Representatives. Hands-on Customer Service Manager effective in motivating others to reach their optimum potential.
Overview
14
14
years of professional experience
Work History
Operations Manager I
Concentrix
12.2021 - Current
- Conducted performance reviews for all Team Leads under my leadership to reduce resolution time and improve customer satisfaction rates
- Provided incentive to increase productivity by offering employees awards for best customer service
- Identified and called out pain points within the team and collaborated for ideas and resolution
- Delivered all reports and other deliverables within the timeline
- Performed skip-level coaching and brown bag sessions with customer service representatives to gather more insights on how to improve performance and the morale of our employees
Operations Manager Trainee
Concentrix
06.2021 - 11.2021
- Developed strong understanding of company policies by participating in training sessions.
- Applied analytical skills to evaluate information and present findings.
- Fostered adaptability by learning new processes quickly in dynamic environments.
- Conducted research for project proposals to support decision-making processes.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Supported organizational objectives with help from existing employees.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Streamlined the onboarding process for new trainees, reducing time to productivity.
- Supported quality assurance efforts by conducting routine checks, contributing to higher product standards.
- Shadowed senior staff during client meetings, gaining valuable insights into client management strategies.
- Participated in industry workshops and seminars, continuously expanding professional knowledge and skills.
- Engaged in problem-solving activities with peers to develop critical thinking skills, enhancing team resilience.
- Improved customer satisfaction by promptly addressing inquiries and concerns, leveraging learned product knowledge.
- Completed comprehensive training modules to gain proficiency in industry-specific software, contributing to more efficient project execution.
House Lead (SME TL)
Concentrix
11.2019 - 05.2021
- Demonstrated mastery of customer service call script within specified timeframes
- Defused volatile customer situations calmly and courteously
- Developed effective relationships with all call center departments through clear communication
- Identified chronic customer issues by creating and maintaining customer complaint log
- Initiated operations improvements to improve overall call center productivity
- Developed future Team Leads through consistent leadership competencies coaching and exposed them to various roles
Team Manager
Concentrix
03.2014 - 10.2019
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Referred unresolved customer grievances to designated departments for further investigation
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Trained staff on how to improve customer interactions
Customer Service Professional II
Concentrix
03.2012 - 02.2014
- Handled escalation calls and resolved it in a timely manner
- Recommended process improvement to the process POC
- Facilitated refresher training for the outlier agents
- Provided accurate and appropriate information in response to customer inquiries
- Delivered strong scorecard month-on-month
Customer Service Associate I
Qualfon Philippines, Inc
11.2010 - 12.2011
Education
Bachelor of Science - Nursing
Western Mindanao State University – Main Campus
Zamboanga City01.2009
High School Diploma - Secondary
Payao National High School
Payao, Zamboanga Sibugay01.2003
Elementary -
Payao Central Elementary School
Payao, Zamboanga Sibugay01.1999
Skills
- High Customer standards
- Skilled in call centre operations
- Meets/exceed goals
- Staff motivation
- Proficient with Microsoft Office suite
- Team building
- Call Centre Management experience
- Exceptional workflow management
- Familiarity of KPIs
- Adheres to customer service procedures
- Customer service award
Accomplishments
- Top Agent for Q2, Q3 and Q4 of 2012 and Q1 of 2013
- Top SME for Q2, Q3 of 2013
- Top TM for Q3, and Q4 of 2014 and Q1 of 2015
Timeline
Operations Manager I
Concentrix
12.2021 - Current
Operations Manager Trainee
Concentrix
06.2021 - 11.2021
House Lead (SME TL)
Concentrix
11.2019 - 05.2021
Team Manager
Concentrix
03.2014 - 10.2019
Customer Service Professional II
Concentrix
03.2012 - 02.2014
Customer Service Associate I
Qualfon Philippines, Inc
11.2010 - 12.2011
Bachelor of Science - Nursing
Western Mindanao State University – Main Campus
High School Diploma - Secondary
Payao National High School
Elementary -
Payao Central Elementary School
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