Anton Luigi Gabrielle S. Pestelos

Anton Luigi Gabrielle S. Pestelos B47 L45 San Timoteo St. Fiesta Communities, Brgy. Tabun Angeles City, Pampanga 2013 --Work Experience: Team Manager Sitel Philippines - Tarlac City, Tarlac (Staples.com) / May 2018 - June 2019       People development through coaching, huddle and performance improvement plan. This should be an ongoing process until all team members are at goal. Spot checks to be conducted weekly/monthly to ensure consistency. Reports for review - Daily Reports (Team Manager Daily Checklist) & Business Reviews (Weekly and Monthly) Progression planning to all team members Team Engagement - Give out incentives for team members passing all metrics. Also, give out consolation prizes for those who failed then teach them, educate them on how they can meet their goals day in, day out. Translates program client goals to action plan for goal setting Quality - Weekly Calibration, Audit and Coaching Compliance and Data mining on CSAT reports Customer Service Representative (Voice & Chat) Arvato Bertelsmann Clarfield, Pampanga (Microsoft Partner Network) / March 2017 - May 2018    Handled B2B clients/partners. Helping clients set up their account and install their MS bundles included on their account. Provides precise information about the status of their account - Number of keys they have left for a specific MS product, amount due or that needs to be paid. Pure business, straight forward customer service. Customer Service Representative (Universal Agent) United Parcel Service Inc. - DMIA, Clarkfield, Pampanga / 2014 - 2017    Tracking Specialist - Provides information about the status of shipments in transit. Shipping Specialist - Schedules package pick ups for residential and business location. Package Investigation Specialist - Conducts package investigation by creating a report in the event that packages were not delivered or received by the customers. Team Manager / Senior Consultant / CSR / TSR Sutherland Global Services Inc. - Clarkfield Pampanga (McAfee TS, Amazon.com Voice/Chat T1 and T2, Kindle.com Voice/Chat T1 and T2, Aduible.com Voice) / 2009 -2014 Team Manager / Audible.com (2013 - 2014)      Reports - Daily attendance, Team Stats, Individual Stats, Attendance. Coaching - Should be an ongoing process until all team members are at goal. Spot checks to be conducted weekly/monthly to ensure consistency. Queue Management Escalation Calls POC - HR related case / Scheduling Frontliners Senior Consultant (SME) / Amazon.com & Kindle.com T1/T2 (2012 - 2013)      Handled Micro Teams for better coverage Provided coaching and development through feedback to all Team Members Floor Support Secondary line in taking production calls/chats during peak season Reports - Attendance, Weekly progress report and Data mining (CSAT) Customer Service Representative / Amazon.com & Kindle.com Voice/Chat - T1/T2 (2010 - 2012)   Handles customers concern through phone/chat Holiday floorwalker during peak season  Helped groom other team members on dedicated days of exposure Technical Support Representative / McAfee for Comcast (2009 - 2010)  Handled customer concerns on technology pertaining to anti-virus systems Educational Background: Primary - Saint Marys College of Quezon City (1997 -2003) Secondary - Angelicum College of Quezon City (2003 - 2007) Tertiary - University of Santo Tomas, Espana Blvd, Manila (2007 - 2009) | Holy Angel University, Angeles City Pampaga (2009) | BS in Architecture Training:   LEAD 100 Supervisor Workshop - Sutherland Global Services, Clark (2011) Six Sigma, White Belt - Sitel Philippines, Tarlac (2018) Addition Skill:       People Management Performance Management Employee Engagement Customer Satisfaction CSC, Avaya, CMS - Call Management Systems MS Office References: Chrissia Gaddi - Pestelos Associate Manager - Sutherland Global Services, Clarkfield, Pampanga - Khalil Bognot Entrepreneur, Owner & CEO - Sulitrends.ph -