Johmar De Guzman

5A Gladiola St. Doña Manuela Subd. Las Piñas City--Johmar De Guzman Professional Summary Team Leader for over 7 years in the BPO industry, with experience in teams handling Healthcare Services (Inbound/Outbound, Voice/Non-Voice), but can easily adapt to any type of LOB. Skills & Abilities Supervision and Training Change Management Performance Metrics Computer-savvy Staff Development MS Excel Proficient Team leadership Call Monitoring/QA Experience Arriva Medical, Taguig City June 2013 – November 2017 Managed 9 to 32 employees  Initiated operations improvements to improve overall call center productivity Met or exceeded service and quality standards every review period Prepared reports and communication for senior management Defused volatile customer situations calmly and courteously Designed curriculum and provided on-hands instruction for basic Excel APAC Customer Services, Muntinlupa City January 2006 – August 2009 Managed a team of 15-20 Provider Services Employees, along with a special task group of 10 doing offline work Oversaw the career development of the team Supervised basic and product training of new hires Interviewed potential hires Contributed in providing ideas for streamlining the department processes Education De la salle university – college of saint benilde, Bachelor of arts in multimedia arts SEminars Change Management Management Styles