Krystel Lahoylahoy

Wipro Digital Operations and Platforms

• Team Lead
• Jul 2018 - Present · 3 yrs 11 mos
• I am responsible for guiding and developing a group of content moderators in a back office setting. I make sure that all goals are met. I carefully analyze data and motivate people with an aligned vision.

OPSIFY

• Team Lead
• Nov 2016 - Jun 2018 · 1 yr 8 mos
• I handle multi skilled agents from chat, email to voice support. Ensuring the client’s visions are all in place. I support individual agents and do data analysis for coaching and development purposes.

UnitedHealth Group

• Customer Service Representative
• Jul 2015 - Aug 2016 · 1 yr 2 mos
• We take monthy payments and help our clients understand their billing statements depending on the provisions of their insurance package.

Convergys

• Call Center Representative
• May 2013 - Sep 2014 · 1 yr 5 mos
• I am responsible for answering the questions of the customers regarding billing disputes and general questions concerning their credit card accounts, providing excellent service & customer satisfaction to gain more promoters for stronger business.

Qualfon

• Account Supervisor
• Jul 2010 - Jan 2013 · 2 yrs 7 mos
• Ensuring terms and conditions of employment and job descriptions are all in place. Most of all supporting individual agents, developing & coaching them to be more efficient. Also involved in recruiting new agents.
• Call Center Representative
• Jun 2008 - Jun 2010 · 2 yrs 1 mo
• Started as a technical support representative. Eventually taking managerial and supervisory calls or escalated calls that needs extra handling and expertise.