Cherryfel Pitogo

CHERRYFEL PITOGO Casili, Consolacion, Cebu |- |- PROFESSIONAL SUMMARY Results-driven leader with extensive experience in business process outsourcing (BPO) and administrative management. Proven ability to lead, mentor, and optimize team performance while fostering collaboration and process improvement. Strong organizational and problem-solving skills, with expertise in employee onboarding, client coordination, performance evaluation, and process optimization. PROFESSIONAL EXPERIENCE LOGIX BPO | Admin Team Leader | April 2023 – Present • Manage a team of 30-40 employees across various roles and accounts. • Lead employee onboarding and orientation. • Serve as a liaison between clients and internal teams, ensuring smooth operations and effective communication. • Conduct weekly and monthly client meetings to address concerns and enhance service quality. • Mentor, coach, and motivate team members to meet performance goals. • Implement process improvements and best practices to drive efficiency. • Handle escalations and provide timely resolutions. CEBU TELE-NET PHILIPPINES | Team Leader | October 2022 – January 2023 • Led a team to enhance customer service and operational efficiency. • Collaborated with fellow team leaders to develop improvement strategies. • Conducted performance evaluations and coaching sessions. • Advocated for employee concerns and proposed process optimizations. CUROGRAM | Senior Team Leader | December 2020 – April 2022 • Served as Executive Assistant to the Director, managing calls, emails, calendar, and administrative tasks. • Developed and updated standard operating procedures (SOPs) and flowcharts. • Prepared and presented daily, weekly, and monthly reports. • Trained and coached team leaders while overseeing five specialized teams. • Calculated monthly employee incentives and coordinated team events. • Facilitated client onboarding, account setup, and weekly meetings to address issues and requests. • Assisted in building department foundations and processes. • Managed associates across various functions and ensured operational success. • Collaborated with cross-functional teams to resolve challenges and implement improvements. • Represented and addressed employee concerns effectively. TELEPERFORMANCE | June 2015 – January 2020 Account Trainer • Trained new hires and managed onboarding, nesting, and care bay processes. • Conducted refresher courses for agents, mentors, and supervisors on new and updated processes. • Partnered with operations and quality assurance teams to drive performance improvements. • Awarded Best Tier 1 Trainer (2017). Supervisor • Managed 15-22 agents, including new hires and experienced professionals. • Conducted performance appraisals, coaching sessions, and workforce management. • Led meetings with executive leaders to address operational inefficiencies. Subject Matter Resource (SMR) • Led multiple teams to achieve top site performance. • Provided KPI analysis and proposed process optimizations. • Recognized as Top Subject Matter Resource (2016). Subject Matter Expert (SME) • Assisted agents with complex call resolutions and technical challenges. • Supported supervisors in employee coaching and development. Customer Service Representative • Provided inbound and outbound customer support. • Consistently exceeded KPI targets. • Awarded Top Proficient Agent (2015). EDUCATION University of the Philippines BS Management, 2010 | Lahug, Cebu City REFERENCES Winlove Tabamo Performance Director | Logix BPO- Gail Alquiza Site Director | Curogram- Maria Theresa Lacay Training Manager | Teleperformance IT Park-