Open To Work
Yvonne Sioco
Quezon City
Work Preference
Summary
Dynamic team manager with over 13 years of experience in the BPO industry, specializing in leading, training, and motivating teams of up to 25 members to achieve exceptional service standards. Proven track record in redesigning processes to enhance efficiency, resulting in improved performance metrics and streamlined operations. Adept at mentoring employees to excel in their roles, fostering a results-oriented environment that consistently meets and exceeds objectives. Equipped with strong communication skills, expert time management, and effective leadership abilities that drive team success and deliver tangible results.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Team Manager
Amazon Operations
Philippines
04.2020 - 04.2026
- 🔘︎ Administered weekly and monthly performance reviews for direct reports, which helped set clear and measurable goals aligned with our team objectives.
- 🔘︎ Drove team performance by developing incentives and fostering a positive work atmosphere, which boosted morale and enhanced overall productivity.
- 🔘︎ Facilitated team meetings to communicate performance goals and outcomes, ensuring everyone was aligned and informed about our progress towards targets.
- 🔘︎ Resolved customer service issues promptly by identifying immediate solutions, which increased customer confidence and significantly reduced escalations to the executive office.
- 🔘︎ Handled various administrative tasks as needed, contributing to the smooth functioning of the team and operations.
- 🔘︎ Spearheaded process improvements and initiatives that enhanced efficiency;
- 🔘︎ Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Team Manager
Alorica
Philippines
09.2016 - 04.2020
- 🔘︎ Led employee relations by fostering effective communication, which helped maintain a positive team environment.
- 🔘︎ Conducted performance evaluations and provided coaching and training, resulting in improved work quality and heightened employee motivation.
- 🔘︎ Monitored incoming calls and delivered constructive feedback to team members, enhancing the overall quality of service.
- 🔘︎ Advanced productivity KPIs, which contributed to achieving key business goals and objectives.
- 🔘︎ Offered consistent, fair, and positive leadership to the team, helping to build trust and encourage collaboration.
- 🔘︎ Provided timely feedback and coaching to agents, which supported their professional growth and development.
- 🔘︎ Covered operational needs on the floor as required, ensuring smooth day-to-day operations.
- 🔘︎ Handled various administrative tasks efficiently, contributing to the overall organizational effectiveness.
Quality Assurance Analyst
Alorica
Philippines
08.2014 - 09.2016
- 🔘︎ Conducted call listening through side-by-side reviews, live barge sessions, and call recordings, which ensured that quality assurance standards were consistently met across the team.
- 🔘︎ Maintained detailed records for compliance and analysis purposes, making it easy for the team to access crucial data during future audits and assessments.
- 🔘︎ Supported audit preparation by conducting thorough research and analysis, while developing presentations that effectively conveyed key findings to stakeholders, which helped drive informed decision-making.
- 🔘︎ Analyzed quality and performance data to support operational decision-making, leading to strategies that enhanced both efficiency and effectiveness within the team.
- 🔘︎ Provided regular updates to team leadership on quality metrics, highlighting trends, challenges, and key opportunities, which facilitated proactive management of performance issues.
- 🔘︎ Educated employees on specific QA standards, confirming their understanding and adherence, which fostered a culture of quality across the organization.
- 🔘︎ Collaborated with management to develop and deliver training on improved processes, ensuring that quality training materials were created and maintained effectively, thereby enhancing employee performance.
- 🔘︎ Assisted with independent internal and external audits, which helped uphold company standards and ensured compliance with industry regulations, ultimately protecting the organization’s reputation.
- 🔘︎ Facilitated calibration sessions to align the team on call handling expectations, ensuring everyone was on the same page regarding quality standards.
Customer Service Representative
Alorica
Centris, Quezon City
09.2013 - 08.2014
- 🔘︎ Assisted customers in tracking their packages, return requests, delivery instructions, etc.
🔘︎ Built rapport with customers through courteous and professional communications, which fostered trust and encouraged repeat business.
🔘︎ Stayed current on policies, procedures, and standards, allowing me to offer optimal support and maintain compliance with company guidelines.
🔘︎ Promoted company products using approved techniques, which increased revenue and consistently exceeded performance expectations. - 🔘︎ Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Management
Saint Paul's School of Business And Law, Inc.
Philippines04-2010
Skills
- Microsoft Office proficiency
- Training and mentoring
- Records management
- Administrative tasks
- People and leadership Skills
- Customer Service
- Critical thinking
- Data Analysis
- Problem Solving
- Performance coaching
- Strategic Planning
- Employee engagement
Certification
- 🔘 Amazon Seller VA Masterclass 06/2025
- 🔘 VA Training Philippines 06/2022
- 🔘 Leadership Development Challenge: Manager Edition 06/2022
- 🔘 Managing Bias - Motivated Incidents 06/2022
- 🔘 Helping Underperforming Employees in a Toward Culture 04/2022
- 🔘 Women's Leadership Program (WLP) 04/2022
Timeline
Team Manager
Amazon Operations
04.2020 - 04.2026
Team Manager
Alorica
09.2016 - 04.2020
Quality Assurance Analyst
Alorica
08.2014 - 09.2016
Customer Service Representative
Alorica
09.2013 - 08.2014
Bachelor of Science - Management
Saint Paul's School of Business And Law, Inc.
AWARDS
Top TM Amazon Excellence Team Overall Top Team Manager Year 2023