Mariel Avic Gacita

Manager 1, Philtech Inc.

Safeway Philtech, Albertsons Companies Inc.

April 2022 - November 2024

• Managed team’s daily performance through coaching, feedback and effective communication
• Performed tasks to streamline organizational effectiveness
• Conducted monthly performance reviews to identify and address areas of opportunities 
• Contributed to the growth of the company by being successful as a team
• Successfully led a team with 18 agents ensuring adherence to quality standards, efficient process and excellent customer satisfaction

Operations Team Leader, Yahoo!

**Telus International Philippines **

July 2020 - March 2022

• Managed the day-to-day activities of my team
• Empowered team members with their skills to improve their confidence, product knowledge and communication skill
• Led daily touch bases for operational updates with clients and stakeholders

**Learning Services Specialist, Yahoo! **

**Telus International Philippines **

September 2018 - July 2020

• Spearheaded the new line of business and facilitated classes alongside with onshore clients 
• Developed and implemented learning strategies for the new program
• Streamlined the process to ensure the team’s productivity and client needs
• Evaluated trainees and organizational development needs, tracked and analyzed agents performance by tenure
• Designed and delivered e-learning courses, workshops, blasts and other upskilling courses
• Modified and presented training programs & rollouts to the team
• Facilitated training programs for agents and supervisors on new products or services, soft and sales skills or tool updates

**Quality Assurance Analyst, AOL TEC **

**Telus International Philippines **

October 2017 – September 2018

• Performed daily call monitoring and metric evaluation to ensure that program processes were followed accurately
• Identified possible improvements and ensured loopholes were fixed for a more effective goal
• Analyzed data reports to gauge true performance and subsequently improve functions for the company
• Collaborated with the training team to introduce possible courses and areas where agents require strengthening