Zarah Mae Trinos
Team Leader - Enhanced Care Team
Cabuyao, Province Of Laguna
Summary
Proven leader at Telstra International Philippines Inc., adept in team supervision and analytical thinking. Enhanced team productivity and customer satisfaction through expert coaching and strategic problem-solving. Excelled in fostering teamwork and collaboration, achieving significant improvements in service delivery and operational efficiency.
Overview
11
11
years of professional experience
Work History
Team Leader
Telstra International Philippines Inc
04.2015 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Manage team schedules and leave request.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Subject Matter Expert
Telstra International Philippines Inc.
02.2014 - 04.2015
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Analyzed business problems, identifying root causes and developing robust solutions.
Customer Service Consultant
Telstra International Philippines Inc
09.2013 - 02.2014
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Increased client retention through exceptional service and timely solutions to issues.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Bachelor of Science - Industrial Engineering
Lyceum of The Philippines - Laguna
KM 54 Makiling National Hwy Calamba City 04.2001 -
Skills
Team Supervision
Teamwork and Collaboration
Team motivation
Shift Scheduling
Work Planning and Prioritization
Analytical Thinking
Coaching and Mentoring
Timeline
Team Leader
Telstra International Philippines Inc
04.2015 - Current
Subject Matter Expert
Telstra International Philippines Inc.
02.2014 - 04.2015
Customer Service Consultant
Telstra International Philippines Inc
09.2013 - 02.2014
Bachelor of Science - Industrial Engineering
Lyceum of The Philippines - Laguna
04.2001 -
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