Ma.Lourdes Jimenea C. Icawalo
#10 Stratus Street, Doña Pilar Village
Sasa, Davao City 8000
--PROFILE
Hardworking Team Leader who performs and delegates all multiple duties in a respectful
and professional manner. Exhibits fair and consistent approach to managing staff and
possesses seasoned abilities with identification of operational issues and the methods to
address them as well as strengths in mentoring. Seeking an opportunity to join a
progressive BPO company where one can utilize skills and expertise developed through 12
years of invaluable experience.
CORE QUALIFICATIONS and ACHIEVEMENTS
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Strong team-building skills
Able to effectively assess operational inefficiencies
Exceptionally talented at devising appropriate goals
Good knowledge of measurable tasks
LEAP Trained Support
Competent at social oral and written communication
Excellent goal tracking and report writing
Highly proficient in Microsoft Office (Word, Excel, PowerPoint)
Top Team Lead CVG (November 2015 – April 2016)
Consistent Top Agent (July 2018 – October 2013)
EDUCATION
Bachelor of Science Major in Nursing
University of the Immaculate Conception
WORK EXPERIENCE
Credit Repair Specialist/ Virtual Assistant
Retention/Customer Service Manager ( January 2019-December 2022)
Beckford Investments
● Credit Repair Specialist/ Virtual Assistant
● Retention Manager
● Beckford Investments
● Responsible for answering customer queries about credit repair and other company
services. Email, Voice and Chat
● Recruiting Team members needed for the business
● Processing credit repairs and disputes for clients.
Shopify Customer Service Email Support( January 2019-August 2022)
● Processing order entry and tracking fulfillment.
● Sending out/responding to customer emails about their orders.
● In charge
Customer Service Manager (November 2018-January 2019)
Templett Support
● Responsible for recruitment for all positions/vacancies needed by the company.
● Identify performance related issues, develop an action plan for improvement,
implement corrective action, up to and including termination of employment
● Handled customers’ questions, complaints and billing inquiries with the highest
degree of courtesy and professionalism, offered alternatives that are appropriate
with the objectives of retaining customers’ business, and identified/escalated
emerging product or customer dissatisfaction issues
● Recruiting Team members needed for the business
● Create product descriptions for products being sold
Human Resource Manager (June 2018- November 2019)
Smarty Had A Party
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Responsible for recruitment for all positions/vacancies needed by the company.
Conducts initial and final interview including background check.
Everyday supervision of the employees related to attendance and behavior.
Handled Eatgeek- created descriptions for restaurants who are currently subscribed
to the service
Team Leader (April 2016 – June 2018)
VXI GLOBAL HOLDINGS
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Responsible for the day-to-day supervision of a group of call center associates
including work and attendance monitoring in accordance with organization policy
and applicable legal requirements
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Effectively coach direct reports on sales and other "Key Performance Indicators"
(KPI) on a regular basis to ensure performance metrics are achieved
Conduct Team Meetings to ensure expedient communication of relevant information
and as an open forum for input. Schedule and organize team activities
Identify performance related issues, develop an action plan for improvement,
implement corrective action, up to and including termination of employment
Team Leader (August 2013 – April 2016)
Convergys Corporation
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Handled customers’ questions, complaints and billing inquiries with the highest
degree of courtesy and professionalism, offered alternatives that are appropriate
with the objectives of retaining customers’ business, and identified/escalated
emerging product or customer dissatisfaction issues
Project Based Account (January 2013- August 2013)
● Dialled for an outbound campaign to generate leads and sales
● Processed payments and subscriptions
Team Leader (October 2010-January 2013 )
Sycore Global Services
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Assisted card holders for their debit cards issues/concerns—disputing unauthorized
transactions, activating cards, providing transactions from their account. Giving the
best customer service to our cardholders and buyers.
Handled a dynamic team providing closed sales/ appointments.
CHARACTER REFERENCES
Emilen Palma Gil
Operations Manager
VXI Global Holdings
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Christian Ryan Dy
Team Leader
Convergys Corporation
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I certify that all of the information on and attached to this resume is true, correct, and made in good
faith.
Ma.LourdesJimenea C. Icawalo
