MIKO D. VILLAMOR
M.L Quezon Highway, Pusok
Lapu-Lapu City-
PROFESSIONAL EXPERIENCE
Team Leader
The Results CX - Mactan Newtown, Lapu-Lapu City| July 2021 – September 2023
Provides direct supervision of a team with 15 associates
Handle all escalation calls to resolve the concerns and complaints
Set expectations, analyze and manage Key Performance Indicators (KPI), monitor schedule adherence, and motivate performance
Facilitate huddles, meetings and trainings
Provides coaching, skill drills, development and two-way feedback to motivate a high performance and productivity
Managing Retention
Attend Operations Manager and Client calibration session
Report daily, weekly and monthly individual and team performance
Acting Team Leader/Coach
The Results CX - Mactan Newtown, Lapu-Lapu City| December 2019 – July 2021
Handled 7 associates or a newbie in Grad School
Monitor associates for quality assurance
Handle all escalation calls to resolve the concerns and complaints
Addressing Knowledge gap
Facilitate huddles, meetings and trainings
Provides coaching and skill drill sessions
Ensure newbies are fully equipped before endorsing to production team
Customer Service Representative / Technical
The Results CX - Mactan Newtown, Lapu-Lapu City| October 2016 – December 2019
Follow authentication process/Verify account information
Build a foundation of trust through open and interactive communication
Provide an accurate, valid and complete information with Document ID/Ticket ID
Troubleshoot non-working service
Do an extra mile in resolving service concern/issue
Require a sense of urgency
Offer products that suits to the customer's needs and always provide options
Do sales
EDUCATION
LARMEN DE GUIA MEMORIAL COLLEGE
Mandaue City, Cebu
Bachelor of Science in Secondary Education (Major in English) 2017 – 2018
CHARACTER REFERENCES
Mr. Jeson M. BatonMichelle Ybanez
Operation Manager Senior Operation Manager
The Results CX – Mactan Newtown The Results CX – Mactan Newtown
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