Celeste Angela Pura
Phone: (-
Email:-Address: 26 Wrangler St, Rancho Estate II, Concepcion Dos, Marikina
Philippines 1811
Professional Experience
HOME-BASED QA/OPS LEAD AND VA
2016/05-2017/06 HELIOS ENERGY PARTNERS
Audited sales calls to identify strengths and AFIs, and suggest process and
policy changes to improve close rate
Developed spreadsheets on Google Sheets that became the standard form
to record data and provide feedback across QA and OPS channels
Created reports on Excel used for financial data analysis that were
presented to investors
Answered Facebook messages and comments for marketing and customer
service
Conducted searches to find needed information, using such sources as the
Internet.
SENIOR TEAM LEADER
2010/11-2015/12 STELLAR PHILIPPINES INC
As interim Operations Manager: created TL and SME schedules to ensure
adequate support for all Inbound and LiveChat agents; mentored 4-10 TLs
in managing their respective teams to achieve KPIs; contributed to MBRs
and QBRs by sharing insights during client calls and operations touch-base
meetings
As Escalations Team Leader: initiated, implemented and developed internal
hiring and training process for Subject Matter Experts, and put them on a
career development plan to become Team Leaders
Planned and implemented activities to bolster sales and decrease agent
turnover or churn
OPERATIONS SUPERVISOR
2009/10-2010/11 TELETECH
Monitored and managed 10-15 Customer Service Representatives,
ensuring cost-efficiency and continuous enhancement of product and
support expertise
Handled escalated calls to diffuse irate customers and promote customer
education
Presented weekly team performance updates to operations manager
Actively participated in strategic planning and execution to identify and
address low-light triggers and reinforce highlights
Executed programs and activities to promote employee engagement
Summary
Team Manager with 12
years of experience in
Customer Service. An
effective people
manager with the ability
to motivate people and
teams to achieve set
goals. Can adapt to the
needs of the business,
and passionate to learn
more about media and
technology
Skills
Customer Service
Communication
Time Management
Decision Making
Leadership
Teamwork
Problem Solving
Ability to Work Under
Pressure
Adaptability
Creativity
Data Analysis
Conflict Resolution
Education
Bachelor of Science in
Community
Development,
University of the
Philippines
Diliman, QC
May 2005
TEAM LEADER
2008/10-2009/09 INTELENET GLOBAL SERVICES
Conducted individual coaching sessions to 10-35 Technical Support agents that
focused on improving customer satisfaction, communication skills, and technical
ability
Conducted Operations interviews for recruitment for incoming Sales and Customer
Care accounts/processes
Achieved 100% Client Interview pass rate for screened/assessed applicants for
start-up Customer Care account
Conceptualized and implemented R&R initiatives across all accounts
Sustained team absenteeism rate under 5% from December 2008 to June 2009
Developed Excel templates for T1 monthly performance scorecard, in coordination
with Team Manager
Enhanced procedure for tracking attendance and payroll for fellow tech leads and
supervisors
Developed Ops SOP, KROs and scorecards for prospective new Sales account
RESOLUTION LEAD
2006/10-2008/10 ACQUIRE ASIA PACIFIC
POC for product and procedure calibration or clarifications through coordination
with AUS counterpart
Streamlined information dissemination procedure to CS Operations, Training and
QA
Analyzed and addressed TIO (Telecommunication Industry Ombudsman)
Complaints for review and feedback
Coaching and monitoring agents in Transition Bay and Continuous Education
Provided structure for Transition Bay, resulting in higher quality of graduates to
Production
Team Lead for Transition Bay: oversaw Mentors who coached and monitored the
progress of trainees to determine if they will move on to join Production
POC for Escalation Team: recruitment and development
Enhanced communication between EAs, TLs and Management
CUSTOMER CARE SPECIALIST
2005/07-2006/10 IBM DAKSH BUSINESS PROCESS SERVICES
Resolved customer concerns for international telecom account (eg. explaining
bill/charges; searching, ordering and tracking down phone/replacement orders;
providing locations of stores and payment centers; advising customers on best plan
and features to add or remove on account)
As team POC: handled/lead the team in the absence of team lead, motivating
teammates; conduit for team concerns to be presented to team lead or operations
manager; set up a filing system and organized team documents; managed team
finances
Attained rank 16th in terms of performance, site-wide
Achieved and sustained “balanced scorecard”: met all key metrics
Cited twice for excellent customer service
Consistent excellent performer
