Ma. Veronica Rose Macaslang

Ma. Veronica Rose Macaslang TEAM LEADER Trece Martires City , Cavite-- linkedin.com/in/veronicagerezmacaslang PROFILE Organized Team Leader establishes a favorable connection, inspires trust, and leads teams to achieve organizational objectives. Strong facilitator with experience working with co- management and top-level leadership across departments. Excellent mentor and trainer. SKILLS Technical Support Problem Solving Client Service Leadership WORK EXPERIENCE TEAM LEADER – TECHNICAL Foundever (Sykes) March 2018- Present Oversee daily activities of agents, ensuring productivity, adherence to processes, and making sure that the team morale stays high. Positioned as the go-to person for customer-related issues, as well as administrative and customer-related concerns. Track metrics like quality scores, average handle time, and customer satisfaction to evaluate both individual and team performance. Provide ongoing training, feedback, and support to help team members improve their skills and stay aligned with company goals Conduct regular audits and reviews to maintain service standards and identify areas for improvement. Address and resolve team conflicts or escalations to maintain a positive and productive work environment. Serve as the communication bridge between upper management and frontline staff, sharing updates, feedback, and performance Project Onboarding Specialist Sykes Asia Inc July 2017 - February 2018 Play a vital part in the effective start and execution of new projects or accounts inside our company. Make sure that everything goes smoothly from the planning to the execution stages by assisting with important process implementation, cooperation, and communication Communicating effectively, attention to detail, and proactive problem-solving skills will be essential in driving the success of our startup initiatives. Facilitate the onboarding process for new clients or accounts, ensuring a seamless and positive experience. Regularly update project stakeholders on progress, identifying and mitigating potential risks and roadblocks. TEAM LEADER - CUSTOMER SERVICE Sykes Asia Inc June 2016 -July 2017 Works hand in hand with the HR Sourcing Team regarding conducting the final interview for the successful candidate. Leads and manages a team of agents in the execution of call center operations activities (taking calls, addressing customer issues/complaints, placing sales orders and bills and payments) Provides positive and constructive feedback on what individual team members need to do in order to attain their target. Handles escalation calls from agents, exercising understanding on whether or not individuals are capable of handling complex customer calls also includes Supervisor escalation calls Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates. TECHNICAL SUPPORT REPRESENTATIVE TELCO Sykes Asia Inc December 2014 - - June 2016 Handled Voice account for TELCO Company then pioneered as Chat Agent. Assist the customer regarding Internet DSL connectivity which includes setting up modem, routers and wireless connectivity. Must ensure to provide customer assistance regarding Pending Order Translated complex technical issues into digestible language for non-technical users. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Identified potential sales and cross-selling opportunities in course of delivery of support services. TECHNICAL SUPPORT REPRESENTATIVE TELCO Teleperformance April 2013 - November 2014 Handled a TELCO Account Provided Tier 1 support to non-technical internal users through desk-side support services. Maintains a calm demeanor and handles or diffuses consumers who are not satisfied with the service Exercises sound judgment within the scope of empowerment and acts in the best interest of both the customer and company.. Makes recommendations to customers that are relevant to their requirements and promotes Clients products and services. (Upsell) TEAM LEADER - TELCO Teletech September 2011- March 2013 Oversee, inspire, and grow a group of telecom specialists. Encourage a culture of cooperation and positivity within the team to encourage efficient communication and knowledge exchange. Track team performance in relation to service level agreements (SLAs) and key performance indicators (KPIs). Make certain that team members treat internal and external stakeholders with the utmost professionalism. Take ownership of escalated calls with customers with complex Technical issues. TECHNICAL SUPPORT REPRESENTATIVE TELCO Teletech February 2006- September 2011 Provide 1st level of resolution to customers through effective troubleshooting for DSL Service which consist of setting up modem, routers, wireless connection and even Email client set-up. Pioneer agent who handles Security Suite and Game Player software which includes installation and troubleshooting. Pioneer as a Network Specialist Representative who answers the question through calls and chats support from Frontline Agents (resolve critical issues in difficult customer situations). Diagnose and correct network/software/hardware problems that are highly complex in nature. Pioneer as Supervisor Escalation Specialist who accepts endorsements from Frontline Supervisors regarding Escalation which require immediate resolution. Interface with internal and external customers on a daily basis. Effectively communicate with other Teletech and the Client's Departments when appropriate to resolve customer issues. Extensive knowledge regarding Client's Internal Process Ability to multi-task and Ensure Individual and Team Goals, Objectives are met on a daily basis