Angeline Claire Macaraeg- |-| San Pedro, Laguna Philippines
EXPERIENCE
2019 – Present Teletech: Doordash Team Lead
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Lead a team consisting of 15-21 agents. Due to schedule rotation, experienced a different set of
agents every 6 months. Ensured that 2/3 of all the agents that I’ve handled will be included on
the top performers list every month by properly training them through weekly coaching and
motivating them to hit their desired metrics. Mentored two agents to be successfully endorsed to
a higher position.
Planned day to day routine for balancing the time provided in supporting my team as well ensuring
that all my admin tasks will be handled before the deadlines.
Handled escalated calls as needed.
2018 – October 2019 Teletech: Doordash Customer Care Specialist
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Assisted different type of customers such as our partnered merchants, partnered delivery drivers
and consumers through different means of communication such as inbound calls, chat and email
services.
Attained a recognition for being able to score 100% from my QA Evaluations as well for having
the best CSAT verbatim 3 times in a row.
2017 – June 2018 Teletech: T-Mobile Customer Care Specialist
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Boosted our team’s sales through analyzing the needs of the customer and offering them the plan
suited for those needs. Assisted as well in troubleshooting their devices for quality usage of our
service.
Earned competitive bonuses due to being able to hit the provided monthly KPI metrics such as
AHT, CSAT and QA for 3 consecutive months.
EDUCATION
2017 University of Santo Tomas
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BS in Biology. General elective courses taken were psychology, economics, statistics, general
computer science and English II.
SKILLS
Customer Care Service
Communication
MS Office
Data Entry
Salesforce
Leadership
