Princess Madizon Juego

I am a seasoned Customer Support and Team Lead professional with over nine years of experience supporting global customers and leading high-performing service teams in fast-paced environments. My background spans front-line customer service, technical and account support, and people leadership, allowing me to balance exceptional customer experiences with strong operational performance.

In my role at Movate Philippines Inc. (formerly CSS Corp), I handled customer inquiries across voice, email, and chat channels, providing clear guidance on website navigation, account management, billing concerns, cancellations, and refunds. I am known for my ability to resolve complex issues efficiently while maintaining empathy, professionalism, and adherence to defined workflows and SLAs.

As a Team Lead, I coached and mentored agents to consistently meet and exceed KPIs. I monitored attendance, adherence, queue performance, and service levels across multiple channels, ensuring optimal staffing and workload distribution. I conducted coaching sessions, performance evaluations, and quality reviews, documented results through scorecards and reports, and handled escalations with a solutions-focused approach. I actively contributed to Monthly Business Review (MBR) meetings, where I provided insights, suggested process improvements, and supported initiatives that enhanced both customer satisfaction and employee development.

I am highly proficient in CRM and support tools including Zendesk, Freshdesk, Kayako, and Five9, as well as Microsoft Office, Google Sheets, and Power BI for reporting and performance analysis. I also have experience leveraging AI tools to streamline workflows and improve efficiency. My strengths include leadership, communication, problem-solving, data-driven decision-making, and the ability to motivate teams in high-pressure environments.

I take pride in being dependable, adaptable, and growth-oriented. I thrive in roles where I can make a measurable impact—whether by improving customer outcomes, strengthening team performance, or optimizing support processes. I am always eager to learn, take ownership, and contribute to long-term organizational success.