Unit 5 J and P Apartments,
Crispina Avenue,
Pamplona Tres,
Las Pinas City 1740
Mobile:-
Home : -
Email:-Pedro Lazaro O. Pineda
Summary
• 13 years of solid supervisory experience • Handled Customer Service,
Financial, and Technical Support campaigns (both Voice and Email queues) • With strong performance management background • With strong analytical, problem-solving, and decision-making skills • Proficient in MS Office applications
Experience
May 2013 – present Stellar Philippines Quezon City, Phils
Team Leader (Vodafone DA)
Builds, coaches, and directs a team of employees into a highly responsive team that meets the required performance standards
Ensures agents are adhering to appropriate use of time-keeping tools
Reviews and communicates daily performance, quality and attendance reports at the individual and team level
Provides CSRs all the necessary tools needed to perform daily tasks
Monitors performance of CSRs on a daily basis, evaluates and documents their performance, and assists them in performing at peak levels
Provides CSRs with structured feedback on performance results
Drives program to meet / exceed stated metrics
Keeps Managers appraised at all times through the timely completion and submission of requested program reporting.
October 2012 – April 2013 Datacom Phils. Quezon City, Phils
Team Manager (Orcon NZ)
August 2010 – July 2012 Sitel Philippines Quezon City, Phils
Team Leader / Coach (New Zealand Telecom)
Top Team Leader / Coach for March 2012
Top Team Leader / Coach for February 2012
Top Team Leader / Coach for November 2011
Top Team Leader / Coach for October 2011
Top Team Leader / Coach for September 2011
Top Team Leader / Coach for August 2011
Top Team Leader / Coach for July 2011
April 2009 – Oct 2009 Convergys CorporationMakati City, Phils
Team Leader (AT&T Exchange by Mail)
Received Most Efficient Award for June 2009 for the lowest Team AHT and Team Transfer Rate
Oct 2007 – April 2009Sutherland Global ServicesMakati City, Phils
Program Supervisor (PayPal – United Kingdom)
Handled both Blended and Email Teams
Phone CSAT Champion for March 2008
Implemented Hearts and Kisses Training course for Email Only agents to improve their CSAT Scores
May 2007 – Oct 2007 Sutherland Global ServicesMakati City, Phils
Senior Agent / Subject Matter Expert (United Online)
Provided Level 2 Support for escalated calls from Level 1 TSRs via direct transfers and callbacks
Creates new articles and does updates and revisions of old articles in the KnowledgeBase System (ezCRM)
Nov 2006 – May 2007Sutherland Global ServicesMakati City, Phils
Technical Support Representative (United Online)
Handled United Online Accounts (NetZero, Juno, Bluelight)
Consistent performer in terms of AHT, PCCR, PCR and FCR
Sept 2004 – Dec 2004 Sykes AsiaMakati City, Phils
Customer Service Representative (MSN Internet Access)
Dec 2003 – Sept 2004Sykes AsiaMakati City, Phils
Customer Service Representative (MCI)
Education- University of the PhilippinesDiliman, QC
Bachelor of Science in Geography
Personal Info
Birthday: March 21, 1979
Civil Status: Married
Height: 5’9”
Weight: 150 lbs
Reference
Gevee Tingcang
Operations Manager, Stellar Philippines-
Juan Paolo Dilo
Training Manager, Meralco-
Peter Paul Irlandez
Software Development Team Leader, Stellar Philippines-
