BOBBY PAL SINGH LOHLA-| - | San Francisco, Mabalacat City, Pampanga 2010
SUMMARY
A results-driven Team Leader with over nine years of experience in the BPO industry,
specializing in enhancing team performance within travel accounts, collections, and telco/tech
support. Proven ability to drive team success through effective coaching, issue resolution, and
process optimization. Seeking to leverage leadership skills and industry expertise to contribute
to a challenging and rewarding role.
Priceline (TTEC)
WORK
EXPERIENCE
Team Leader
2018 - 2024
Conducted call monitoring and coaching sessions, resulting in a documented
improvement in agent performance and team success.
Managed escalated customer calls, providing effective resolutions when escalation
teams were unable to resolve issues or when agent errors occurred.
Performed regular call reviews to identify and address agent errors, ensuring
consistently high-quality service delivery.
Updated individual and team statistics daily to monitor progress, identify trends, and
optimize performance strategies.
Provided real-time support to agents, ensuring seamless operations and efficient issue
resolution.
Actively engaged in floor walking to offer on-the-spot assistance, foster a
collaborative work environment, and maintain team morale.
Travel Agent (Voice and Chat)
Guided customers through the process of booking flights, hotels, and car rentals on
the website, empowering them to complete reservations independently.
Provided comprehensive support for flight-related issues, including finding alternative
flights, managing cancellations and rebooking, and resolving schedule changes or
delays.
Assisted with hotel booking adjustments, such as processing cancellations, refunds,
adding nights, and handling early check-out requests.
Facilitated car rental modifications, including cancellations, refunds, and early pick-up
or drop-off requests.
Delivered tailored solutions to address changes in customers' travel plans, ensuring a
seamless and supportive experience.
Tools Used: GDS' (Worldspan, Sabre, Farelogix, Mystifly), Microsoft Office, Atlassian
Jira Service Desk, Amazon Web Services (Amazon Okta, Amazon Connect), Verint,
Kustomer, Service Now
J.P. Morgan Chase (iQor)
2017 - 2018
Collection Specialist
Managed collection calls for credit card accounts, assisting customers in bringing their
accounts up to date through tailored payment solutions.
Advance Tech Support for AT&T (Convergys)
2016 - 2017
Resolved an average of 50+ daily technical escalations, including AT&T Fiber latency
issues, signal optimization, and iPhone connectivity/software troubleshooting.
Guided customers through iPhone configuration, iOS updates, and hardware
diagnostics using remote troubleshooting tools.
Addressed billing discrepancies by resolving invoice disputes, service plan
mismatches, and proration errors within the MyAT&T Portal.
Troubleshooted mobile device issues, including network signal optimization, call/data
drop resolution, and hardware/software conflicts.
KEY SKILLS
Leadership
Coaching
Evaluation
Collaborative Problem Solving
Service Delivery
Communication
Customer Service
Problem-Solving
Critical Thinking
Customer Satisfaction
