Oliver Malvar

I am a highly motivated and experienced customer service professional with a proven track record of success in developing and training agents. 

I have 3 years of experience as a team leader and team coach in the telecommunications industry, and I have been recognized as a top performer on multiple occasions.

In my previous role at TELUS International Philippines, I was responsible for leading a team of 8 agents who were responsible for providing customer support to T-Mobile customers in the United States. 

I successfully developed and trained my team to achieve their KPIs, and I was recognized as the Top 2 Coach for the month of October 2022 and the Top 3 Coach for the month of April 2023.

In my previous role at ALORICA Teleservices Inc.,I was responsible for managing a team of 19 agents who were responsible for providing customer support to Verizon prepaid customers in the United States. 

I successfully led my team to achieve their SLAs, and I was recognized as the Top Team Leader for the month of December 2020.

I am skilled in using a variety of CRM tools, including Citrix, Cisco, Slack, Jabber, Samson, Finesse, Avaya, and Grand Central. 

I am also familiar with root cause analysis and I am able to identify and address the underlying issues that are affecting customer service performance.

I am a hard worker and I am always willing to go the extra mile. 

I am also a team player and I am always willing to help others. 

I am confident that I can make a significant contribution to your company and help you achieve your customer service goals.

I am also proud to say that I have diligently worked on-site despite the enhanced community quarantine status that was proclaimed and took effect in the National Capital Region (NCR) due to the COVID-19 pandemic. This shows my commitment to my work and my dedication to providing excellent customer service.

I am eager to learn more about your company and the position you are hiring. I am confident that I have the skills and experience that you are looking for. Thank you for your time and consideration.