Gracey Landicho

I would like venture to a new yet challeging career path and to apply for a position that suits my qualification. I have been working in BPO industry for 10 years. I have skills set that honed me as an effective Customer Care Specialist and a Team Leader. My expertise include Multi-tasking, adaptability, Interpersonal communication skills, people and project management, coaching and decision making skills, Also, I have in-depth knowledge in MS Office tools, knowledgable in Seibel, familiarity in Workday, salesforce, kana and moxie application for email.

My Leadership role started with Dell International Services, I stayed for the company for 8 years. I handle 15 to 18 agents. I had a wide range of accountabilities and responsibilities. Being a Team Leader, my function mainly is to handle agent’s needs in addressing customers issues and concerns, I help them perform in meeting clients target goals. Attend meetings with clients to discuss the improvement of the program and other help needed. Also, I do coaching, performance action planning and career goal setting. As a team leader, I also do administrative functions w/c include time keeping, budget planning, rewards and recognition for the program. HR and recruitment functions such conducting interviews candidate for Customer Care Representatives.

After, Dell, I became part of Convergies and as Team Lead for Telstra account, my roles and accountabilities is pretty much then same with Dell. I lead 15 Care Reps. We work hand in hand with clients directly, meeting with them discussing metrics for the program and trending of numbers and quality to improve customer service. I perform administrative functions.