Anjanette Borja

ANJANETTE BORJA CAREER BACKGROUND CONCENTRIX CORPORATION -) TEAM MANAGER (2018 - 2020) Drive performance of staff by creating incentives and a positive work atmosphere. Coached to success including using the corrective action process when appropriate. PERSONAL INFO Professional experienced working in fast paced environments demanding strong organizational, technical, and interpersonal skills. Highly trust worthy, ethical, and discreet; committed to superior customer service relations. Confident and poised in interactions with individuals at all levels. Provide daily feedback to the team on key performance indicators including Detail oriented and resourceful in completing quality, attendance, and average handle time of fielded calls. projects; able to multi task effectively. Providing subject matter expertise as well as resolving escalated customer issues. Communicating with direct reports in regards to new policies, procedures, and client changes in a timely manner. QUALITY ANALYST (2016 - 2018) SKILLS AND ABILITIES A combined 6 years’ experience of both demonstrated technical and leadership skills within a high-performance environment. Responsible in auditing calls, monitoring email transactions, and accurately measure the qualitative performance of agents Coached and mentored new Representatives until an acceptable level of Professional with expertise in office administration and record management. proficiency was achieved Took ownership of escalated situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image Facilitated call calibrations amongst call centers on a weekly basis. Provided accurate, consistent, and constructive performance feedback to agents and the management team CUSTOMER SERVICE REPRESENTATIVE (2014 - 2016) Addressed customer service inquiries in a timely manner. Handled billing concerns and escalated calls. Achieved customer satisfaction rating of 98% ACADEMIC BACKGROUND EULOGIO "AMANG" RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY - EARIST COLLEGE Bachelor of Business Administration major in Management (2011 - 2015) AWARDS & RECOGNITION CONCENTRIX CORPORATION TEAM LEADER OF THE TOP PERFORMER FOR TOP PERFORMER FOR ELITE ROCKSTAR 2019 MONTH ( NOVEMBER 2018) THE 3RD QUARTER OF 2019 ( NOVEMBER 2019) THE 4TH QUARTER OF 2019 ( FEBRUARY 2020) ( OCTOBER 2020) Good communication skills highlighted by exceptional listening skills and the ability to effectively communicate information verbally. Strong analysis and problem-solving skills, organizational skills and the ability to focus on detailed work and meet deadlines Organizational skills and resilience - ability to handle pressure in high workload situations, prioritizing effectively and delivering against deadlines. Excellent people leadership skills – ability to achieve results via effective coaching and leadership LET'S GET IN TOUCH! Location: Quezon City, Philippines Mobile:- Email:--Skype ID: live:.cid.2d3995c5675bde6a Linked in: Anjanette Borja