Lianne San Andres

Lianne L. San Andres- |- OBJECTIVE To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges. I seek challenging opportunities where I can fully use my proven customer service skills for the success of the company. EXPERIENCE September 2016 February 2020 Concentrix Senior Customer Specialist Manage large amounts of incoming phone calls Build sustainable relationships and trust with customer accounts through open and interactive conversation Provide accurate, valid and complete information by using the right method/tools Handle customer complaints related to billing, device, and network issues and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Escalate when necessary February 2020 - June 2021 Concentrix Team Leader Handle team's escalated calls Conduct weekly Team Meeting Set clear team goals and KPIs Oversee day-to-day team's operation and performance Do regular performance evaluation Discover training needs and provide coaching Listen to team member's feedback and resolve any issues or conflicts EDUCATION 2015 Polytechnic University of the Philippines Bachelor of Science in Business Administration major in Marketing Management (BSBAMM) 2011 Sta. Anastacia San Rafael National High School With Honors 2007 Napolidan Elementary School Valedictorian SKILLS Problem-Solving, Decision Making, Customer Service, Interpersonal Skills, Leadership ACHIEVEMENTS & AWARDS Best in SPS Impact (2016), Best Agent (2016) Top Performer (2017), Rockstar Awardee (2017) Best Agent for DLTR (2018), Rockstar Awardee (2018) Best Agent for NCP7 (2019), Top Performer (2019), Rockstar Awardee (2019) Rockstar Awardee (2020) Top Performer (1st Quarter 2020) Top Performer (2nd Quarter 2020) Rockstar Awardee (2021) REFERENCE Michelle Gariguez - "Concentrix" Manager-