Kathrine George Gutierrez
3161-F National Rd., Gun-ob,- | - |-
Objective
Goal-oriented individual seeking a position as Team Lead in order to apply leadership and management skills to motivate team members and increase productivity.
Skills & Abilities
7/10 on Microsoft Excel Proficiency. Create Monitoring sheet with Excel and Macro. Create Standard Data Base and Report File for faster and accurate data analysis.
Experience
team lead [24]7 customer philippines
august 2016 – January 8 2016 (contractual/project based)
Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports.
Manages team performance providing coaching and feedback, documenting results, counseling and mentoring.
Responsible for intraday and daily performance monitoring.
Take escalation calls or requirements for supervisory assistance or support in resolving customer’s issues.
Serves as subject matter expert
Communicates any new requirements, changes, updates on all support related information as well as company information.
team lead CRM Works Asia
June 2015 – June 2016
Manages Sales and Offline Team’s Performance.
Monitor Calls and provide feedback and coaching to improve the team’s performance
Provide daily, weekly and monthly reports directly to clients
Report Specialist eziconnect phi
april 2014 – april 2015
Extract Data and provide report directly to client (excel, pdf, etc.)
Perform daily, weekly or monthly analysis and present findings along with areas identified that there is room for improvement.
Work closely with managers or other department heads, making sure that they understand the data provided and know how to best address any issues my analysis uncovers.
QA ANALYST WIPRO BPO
FEBRUARY 2012 – april 2014
Monitor calls and provide coaching and feedback to improve agent and team’s performance
Familiarize process and procedures of a specific account and provide training, if necessary, to improve agent and/or team’s performance.
Provide weekly and monthly report to management
Is involved in weekly client calls to discuss team’s quality performance and provide solutions on how to maintain/improve the team.
Provide support to all operational teams and support them in quality initiatives.
Conducted process training for 3 batches.
CREDIT MANAGEMENT ADVISER WIPRO BPO
OCT 2008 – FEBRUARY 2012
Make outbound calls to business clients to collect payment for Telecommunication services.
Assigned as one of the Preferred Credit Controller for High-Value Accounts.
Cross-skilled to different type of queues
escalations adviser teletech phils.
november 2007 – june 2008
Receive calls and address customer issues/complaints.
Market researcher western wats phil.
march 2006 – april 2007
Conducts phone surveys to Business and Households.
education
Cebu institute of technology, n. bacalso ave., cebu
bachelor of science in industrial engineering
References
marcel del los santos, sr operations manager
[24]7 customer philippines- |-
karen chiva, hr manager
crm works asia-
jeyson salandron, manager
eziconnect-
al john chiong, operations manager
telstra, cebu city (immediate supervisor | wipro)
(WIPRO BPO-
