Johnry Marcos Ancheta

TEAM MANAGER Next Quote Administrative Support Services | November 2020 - March 2023 • Lead and managed cross-functional teams, including setting goals, assigning tasks, and monitoring progress. • Communicated project status, progress, and any issues to clients/partners. • Continuously monitored and evaluated team performance and provided feedback to team members. • Developed and maintained strong relationships with clients and team members.

QUALITY ASSURANCE ANALYST CNM BPO Solutions| June 2018 - October 2020 • Listened to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction • Collaborated with department heads to identify areas for improvement and implement changes.

ESCALATION SPECIALIST CNM BPO Solutions| February 2016 - June 2018 • Guided customers through menus while demonstrating thorough knowledge of the food, beverages and ingredients. • Resolved delivery issues and customer concerns fast while ensuring efficiency

ACCOUNT ASSOCIATE VXI Holdings B.V | June 2014 - Feb 2016 • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. • Handled all customer relations issues in a gracious manner and in accordance with company policies. • Determined customer needs by asking relevant questions and listening actively to the responses.

TECHNICAL SUPPORT EXPERT Synnex Concentrix Corporation| Aug 2013 - June 2014 • Answered an average of 60 calls per day by addressing customer inquiries, solving technical problems, and providing new product information. • Described products to customers and accurately explained details and care of merchandise. • Provided an elevated customer experience to generate a loyal clientele