Leila Cueto
Lipa City, Batangas-- -
WORK EXPERIENCE
Team Leader
Alorica, Philippines Inc.
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Lipa
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April 2014 to Present
I handle a minimum of 15 agents in my team for a US Retail account. I meet with each CSR weekly to review performance, provide direction and following week's goal setting. I facilitate daily agent coaching and development sessions and project planning. I also participate in client related activities like calibration sessions.and project planning. I provide agent support via handling escalated calls. I also use my customer service skills to diffuse irate customer and escalate calls to management or client if necessary.
Unit Manager
ADVANCED CONTACT SOLUTIONS, INC
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Lipa
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February 2011 to February 2012
I handle a minimum of 4 Team Leads in my Cluster. I maintain up-to-date employee files and documentation and manage Program specific Performance Standards ( ex. AHT, QA, CS etc). I manage Financial implication of attrition, staffing and Attendance by maintaining Program Specific goals. I am also in charge of Weekly Team manager scorecard for review with the Program Manager.
Team Manager
ADVANCED CONTACT SOLUTIONS, INC
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Lipa
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June 2008 to February 2011
I handled a minimum of 15 agents for a US Health Care account. I review each agent's performance per week and per month. I go over 1 on 1 with CSR on the 1st day that they work to have an in-depth discussion in goal setting. I also ensure that CSRs review their pay and report for any errors. I review attendance sheet and fill out any necessary term forms
Product Trainer
ADVANCED CONTACT SOLUTIONS, INC
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Lipa
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January 2006 to June 2008
I am responsible for training a minimum of 30 people in a class. I conduct Product training for a US Health Care account. I make sure that every Trainee will be skilled in Customer Service, Call handling, Product and systems navigation. I am responsible for giving attention to each agent's communication skill for them to be able to clearly communicate and discuss pertinent information with customers before they are released in the Production floor.
Outbound Sales Representative
ICT Group
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Pasig
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June 2004 to January 2006
I am responsible for taking calls on an Outbound setting (making use of a Dialer) to promote and Up-sell an Insurance for a US Credit Card account. I make sure that Customers fully understand the Product and agree to its Terms and Conditions. I answer inquiries related to the Product and make sure it is a Quality Sale.
I was a consistent Top Seller and is always on the Top 1 to 5 spot in 12/12 months from 2004 to 2006.
I am on the Top 10 most awarded employee by the Quality dept. month over month.
EDUCATION
BS Medical Technology
Centro Escolar University
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Manila
June 1990 to March 1994
LINKS
https://www.facebook.com/leila.cueto.7
AWARDS
Power of Service Award (POSA) - Regional Winner
January 2012
An Award given by the CEO of Alorica , Mr Andy Lee, to recognize Top performing employees on all Alorica sites around the Globe.
CERTIFICATIONS/LICENSES
Professional Civil Service Licensure Exam- Passer
November 1999 to Present
