Angelina De Belen

Angelina Feliciana Bello De Belen ㅡ Skills B7A L24 Kingstown 1 Subdivision, Bagumbong Brgy. 171, Caloocan City, 1421 PH: - AU: -- ● ● ● ● ● ● ● ● ● Communication Interpersonal Leadership Customer-service Technical Empathetic Metrics driven Problem solving Time management ㅡ Experience Concentrix - Team Leader / Supervisor ( Google ) October 2018 - November 2023, Quezon City Responsible for managing a team of about 20 Analysts contracted to provide support for customers of the World’s largest Search engine. Manage SLA’s, KPIs, client-mandated goals and company goals. Handle escalated issues and make sure all of our customers’ concerns are addressed in a timely manner Provide Deliberations and Training and Coaching Sessions to Analysts to help reach their goal and the campaign’s goal. Review monthly Customer Satisfaction Survey results and analyze DSATs, including assisting survey respondents and see what we can do to assist further, and create action items on how we can improve our service and process. Review staff performances on a monthly basis and consolidate for annual review Generate reports and data needed for deep-dive analysis. Assist Management and other Team Leaders with Ad-Hoc Tasks. Assist Analysts with concerns related to Payroll and Benefits. Assist the Workforce Team with Scheduling and Leaves Plotting and ensure that we are adequately staffed for all shifts during the day. Ayala Land Inc / Amaia Land Corp. - Property Specialist / Digital March 2018 - September 2018, Muntinlupa City Assist customers in buying properties most suitable to their needs. Present properties to customers and assist with evaluating their finances to understand their budget. Prepare documentation for property closing, purchase, and other contracts. Advise clients on the housing market and when it is appropriate to buy. Convergys - Technical Support / Sales Associate - Cisco / Dell February 2017 - February 2018, Muntinlupa City Worked as a Technical Support Representative to help Cisco customers. Responsible for customer satisfaction through effective handling of issues and providing solutions. Ensure proper escalations are followed when issues need to be escalated. Upsell some products deemed as necessity for the customer. Expert Global Solutions - Answering Service Rep - Tunstall August 2014 - June 2016, Quezon City Worked as Customer Service Representative for an Answering Service based in the United States. Take note of the callers’ inquiry and/ or message and make sure they are conveyed to the office or hospital they are trying to call as clearly as possible. Provide assistance with training incoming representatives and assisting them with how to do their jobs properly. Assist supervisors with administrative tasks such as generating reports and addressing employee’s concerns, such as with Payroll disputes. assist supervisors with analyzing complaints received from customers and Offices and making sure they are addressed properly. Sykes Asia - Customer Service Representative - Hotels.com May 2014 - July 2014, Mandaluyong City Maintain customer accounts and record account information. Provide recommendations and services to customers based on their needs and preferences. ㅡ Education Tertiary | Kitchen Management Greenwich Hospitality College S.Y. 2024 - Present / Queensland, Australia Tertiary | Business Administration National College of Business and Arts S.Y. 2012 – 2013 / Quezon City, Philippines Tertiary | Business Administration Trinity University of Asia S.Y. 2011 – 2012 / Quezon City, Philippines ㅡ References Available upon request