Olivia Elena Carganilla

Olivia Elena B. Carganilla B11 L2X Fencing St, St.August Homes Biñan Laguna-- WORK EXPERIENCE Assistant Manager January 2014 – Present EXL Service Manages and support a team and their performance (a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service. Develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction. Coach each advisor for a minimum coaching session per week, documented. Complete the weekly coaching report Deliver a coaching support plan for an advisor below required level of performance. Team Leader January 2012 – December 2014 British Telecom – Firstsource Solutions Limited Manages and support a team and their performance (a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service. Develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction. Coach each advisor for a minimum coaching session per week, documented. Complete the weekly coaching report Attend at least one monthly calibration session Deliver a coaching support plan for an advisor below required level of performance. Assistant Team Leader February 2012 – November 2014 eBay UK – Sutherland Global Services Manages and support a team and their performance (a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service. Develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction. Coach each advisor for a minimum coaching session per week, documented. Complete the weekly coaching report Attend at least one monthly calibration session Deliver a coaching support plan for an advisor below required level of performance. Company Name : Sutherland Global Services Position Title: SME Date Joined: 2011 Date left: February 2012 Company Name : Sutherland Global Services Position Title: Customer Service Associate Date Joined: October 2009 Date left: February 2012 Company Name : Jollibee Food Incorp. Position Title: Duty Manager Position Level: Supervisory Date Joined: February 2005 Date left: September 2007 PERSONAL INFORMATION Age: 31 yrs. OldDate of Birth : 24 March 1986 Nationality : FilipinoMarital Status: Single