MA.LENESSA DE REAL
LANGGAM, MACO, COMPOSTELA VALLEY PROVICE
MOBILE :--
SUMMARY OF PROFESSIO NAL QUALIFICATIONS
Experienced professional with high proficiency client interfacing.
Excellent problem solving, analytical, organizational and can work under pressure.
Highly passionate, motivated, results oriented, and collaborative.
EMPLOYMENT
January 2019– Present
Sutherland Global Service
Team Manager
Reports to the Account Manager
Manage a team of 10-15 new hire consultants
Conduct analysis through transaction monitoring, VOC analysis and coaching
to identify opportunities, develop action plans to improve team performance.
Provide real time support to individuals when needed.
June 2017 – December 2018
Sutherland Global Service
Associate Manager- CE
Reports to the CE Manager
provides reporting and high-level analysis of client-specific customer
satisfaction data
Reports customer satisfaction trends and other operational metrics on a
daily/weekly/monthly basis; produces monthly management reports
Interprets operational trends and makes recommendations for possible
improvement strategies based upon customer satisfaction trends by center, line
of business, etc.
Participate in the design and implementation of strategy programs/initiatives
on focus metrics
Builds relationships with on-site Operational teams to understand current
operational processes and identify possible gaps that may be contributing to
lower customer satisfaction results.
Handle a team of CE analysts and ensures proper communication and
development of the team
June 2009- June 2017
Sutherland Global Services
Quality Analyst
Reports to the Quality Manager
Audit calls to ensure that agents deliver the guidelines and meet the quality
standards set by the clients.
Create reports to be used by internal and external stakeholders for trending and
analysis.
Close coordination with operations and training to meet deliverables and ensure
quality.
Able to provide feedback to agents to ensure quality of service given and
improve performance
January 2008 – June 2009
Sutherland Global Services
Technical Support Rep
Reports to the Team Manager
Provides technical and Customer Service phone support for Norton product.
EDUCATION
[-]
University of Southeastern Philippines
Bachelor of Science in Biology
[- ] Maco National High School
High School Diploma
REFERENCES
Vijai Jeevagan- Director, CE-
James Jeffrey Bestes- Associate Manager, CE-
TRAININGS RECEIVED
Team Manager Training – December 2018
