FLORDELIZ AGUILA GOZUM
35 Chico St. Phase 4,
Multinational Village, Paranaque City 1708
- -OBJECTIVE
To secure a position with a well-established organization where my customer relations and leadership skills can be utilized to smoothly handle customer complaints and improve company image in providing excellent customer service.
CAREER HIGHLIGHTS / QUALIFICATIONS
Hardworking Team Leader with 7 years of experience in Contact Centre environments. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
WORK EXPERIENCE
Team Leader (Barclays)
Intelenet Global Philippines, Inc. (Teleperformance Philippines)
June 2014 – Present
Handles 10-15 telephone banking advisors, provides performance evaluation and feedback, conducts coaching session for further improvement and to acknowledge excellent performance as well. Ensure that agents are up to date and that are adhering to company policies, provides encouragement for agents to perform for career growth and develop agents.
Team Leader (Hilton Hotel Reservations)
Aegis People Support / Aegis Services Philippines, Inc. (Teleperformance Philippines)
March 2010 – December 2013
Handled 12-25 reservation specialist, provides performance evaluation and feedback, conducts coaching sessions for further improvement and to acknowledge excellent performance as well. Provides updates, makes sure company policies are adhered, gives encouragement to perform for career growth and develop agent’s potentials. I was appointed to handle a LOB as Manager-OIC from September to present.
Customer Service Representative (Washington Mutual/JP Morgan Chase)
Eperformax Contact Center, Inc.
June 2008 – April 2009
Handles customer inquiries regarding their credit card accounts, process balance transfer, reinstatement and other maintenance requested like change address, replacement card requests, statement requests, etc.
Team Leader (Horizon Blue Cross Blue Shield of NJ)
APAC Customer Services, Inc.
December 2006 – April 2008
Handled 12-15 Customer Service Representatives, provides performance evaluations and feedback, conducts coaching sessions for further improvement and to acknowledge excellent performance as well, takes escalated calls, provide updates, make sure that the company policy is implemented and that everyone abide the company guidelines and give encouragement to everyone to perform more for career growth, checks and monitors quality scores coming from the client. Sends appeal for errors if applicable. Creates and updates error trending reports to see strengths and areas for improvement. Conducts short trainings to avoid frequent errors and to eliminate challenges in meeting the client quality goal.
Customer Service Representative (Horizon Blue Cross Blue Shield of NJ)
APAC Customer Services, Inc.
September 2005 – November 2006
Handles physicians’ inquiries regarding benefit information and claims in a health insurance account. Reviews claims and do necessary adjustments after intensive investigation for correct payment to the services rendered.
EDUCATION
Bachelor of Science in Mathematics
St. Scholastica’s College, Manila
SY- (4th year - undergraduate)
TRAININGS ATTENDED
Accent Neutralization and Soft Skills Training in September 2005
Health Insurance Claims Adjudication Training in October 2006
Coaching workshop for development focusing on Emotional Quotient in December 2006
Structured Employee Interview Training in August 2007
Diction Intonation and Enunciation Training June 2008
Leadership Certification Program September 2010
High Performance Management Techniques (HPMT) March 2011
Strive Towards Excellence Program Nov 2015 to Feb 2016
Competency Based Interview Training March 2017
Leadership Excellence Accreditation Program Feb 2018
