Lovilla D.Gacosta
Blk1 Lot5 Golgotta St. ACM Homes Phase3, Brgy. Alapan 1-A, Imus, Cavite
Mobile No.:-
Email Address:-
CAREER OBJECTIVE
Seeking a position that will take advantage of my acquired skills and customer service experience to ensure high-quality performance, while positively influencing company operations and results
WORK EXPERIENCE
TaskUs (2019 – 2020)
Job Title: Team Leader (September 2019- January 2020)
Responsible for people development and alignment of goals to meet client targets.
Ensure that calls, chats and emails are handled with a sensitive approach towards SLA.
Responsible for the over-all performance management, but not limited to coaching, feedback, documentation of results and mentoring.
Responsible for taking escalation calls, chats, email or any supervisory assistance on the production floor
Communicate expectations to employees and provide timely updates.
Active involvement in the Quality and operational functions of the team.
Stay current on internal work processes, policies and procedures.
Sykes Asia Inc. (2013 – 2019)
Job Title: Team Leader (March 2016- August2019)
Handled NPS Clinic for almost 2 yrs.
Responsible for people development and alignment of goals to meet client targets.
Ensure employee satisfaction.
Responsible for the over-all performance management, but not limited to coaching, feedback, documentation of results and mentoring.
Responsible for taking escalation calls or any supervisory assistance on the production floor
Communicate expectations to employees and provide timely updates.
Customer Service Representative (2013 – 2016)
Identify and assess customer’s needs to achieve satisfaction.
Meet or exceed client metric obligations.
Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure solution.
EDUCATIONAL BACKGROUND
Professional Training Academy – Executive Certificate in International Kitchen Skills and Operations
SKD Academy – Certificate in Culinary Arts
Our Lady of Fatima University – Bachelor of Science in Nursing (undergraduate)
TRAININGS and CERTIFICATIONS ATTENDED
Coaching for the Win
Coaching 1&2
Leadership Essentials
Excel 1.0 Training
Data Analytics 1&2
Root Cause Analysis
Team Leader Academy
PERSONAL QUALIFICATIONS
Knowledgeable in MS Office applications (PPT, Excel, Word)
NPS/CSAT Rockstar
Strong leadership skills
Highly motivated and proactive individual
Ability to work under pressure, prioritize work & lead the team.
