Valerie Alaba

VALERIE ALABA CUSTOMER SERVICE LEADER WORK EXPERIENCE Foundever (Sitel) Team Leader CONTACT -- 4A1 Bado Dangwa Street, Cresencia Village, Baguio City, Philippines ABOUT ME Dedicated customer professional with service extensive experience in delivering exceptional support. Skilled at building rapport with clients and maintaining high customer satisfaction. Specializes in quality, speed, optimization. enhancing and process Passionate service standards about and resolving issues effectively. EXPERTISE Team Leadership and Development Customer Experience Management Performance Metrics and Analysis Conflict Resolution Process Optimization Training and Mentorship Communication and Collaboration Adaptability and Problem-Solving EDUCATION 2002 UNIVERSITY OF BAGUIO Bachelor of Science in Computer Science LANGUAGE English (Fluent) 2008 - 2023 Boosted Retention: Developed tactics to boost customer loyalty and revenue. Enhanced Satisfaction: Analyzed feedback to negotiate solutions and resolve escalated complaints. Team Empowerment: Trained and mentored teams, boosting productivity and service quality. Leadership Development: Trained team leads and mentored trainees to achieve certification. Process Optimization: Streamlined communication and implemented improvements for better efficiency. Effective Supervision: Led high-performing teams to resolve billing, medical claims, and disputes. Performance Monitoring: Monitored metrics, enhancing efficiency and maintaining standards. Recognized Excellence: Achieved top team lead status for client satisfaction and results. Campaign Management: Successfully handled multiple campaigns with notable impact. Foundever (Sitel) Customer Service Quality Analyst 2007 - 2008 Monitor Quality: Evaluate customer interactions to ensure compliance with standards. Provide Feedback: Offer constructive feedback and coaching to agents. Drive Improvement: Identify and implement process improvements. Report Insights: Prepare detailed quality metrics and trend reports. Support Training: Assist in creating training materials based on quality assessments. Ensure Compliance: Maintain adherence to company policies and industry regulations. Foundever (Sitel) Customer Service Representative 2005 - 2007 Recommended and implemented effective solutions by critically analyzing and resolving customer issues, prioritizing urgent matters for quick resolutions. Documented interactions and collaborated with teams to ensure seamless support and efficient problem-solving. AD Tyres Customer Service Representative 2023 - 2024 Streamlined return processes for quick resolutions, enhancing customer satisfaction and loyalty. Collaborated cross-functionally to optimize issue resolution and improve overall efficiency.