Gemalyn De Castro

GEMALYN R. DE CASTRO An extremely motivated individual who is seeking an opportunity to learn more, upskill and grow both individually and as a team player. EXPERIENCE Lead Agent (Customer Support Specialist) SKILLS Leadership Skills Customer Service QA Specialist Coaching Training Fast learner Detail oriented Self learner Team player TalentPop FEB 2022 - Present Supporting and coaching CS Agents Approving exceptions for customer requests Handling escalated concerns Liaise with the higher ups if needed Checking and monitoring other agents’ performance Training new agents DSAT Scrubbing Multiple commendations received Consistent high KPI score Customer Support Specialist CONTACT TaskUs October 2021-January 2022 --Subic, Zambales, Philippines /gemalynrosete Handling inbound calls of a US Food Delivery Company. Was part of an escalation team High QA scores Customer Support Specialist IQOR Philippines JUL 2019 - JUL 2020 Handling inbound calls of a US Financial Company No QA callouts received High QA scores 3 consecutive months with perfect CSAT score