TDCX Holdings Pte. Ltd. · Full-time
Jan 2024 - Nov 2024  | Full-time | 11 Months
26F Robinsons Cyberscape Gamma, Ruby and Topaz Road, Ortigas Center, Pasig City

Team Manager (E-commerce Account)

• Led a team of 15 agents (2 months) focusing on performance and customer satisfaction.

• Supported operations (9 months) in data analysis, reporting, and process improvement.

• Prepared performance reports for Weekly Board Reviews using Excel and PowerPoint.

• Analyzed performance metrics and provided actionable insights.

• Served as SME, handling escalations, coaching, and ensuring process consistency.

VXI Global Solutions, LLC · Full-time
Apr 2023 - Dec 2023  | Full-time | 9 Months
Quezon City, National Capital Region, Philippines · On-site

Account Escalation Supervisor (E-commerce Account)
Apr 2023 – Dec 2023 · 9 mos

• Managed escalated customer concerns with a focus on aftersales and logistics.

• Collaborated with the client’s internal team to prevent monetary losses and complaints.

• Improved customer retention through effective issue resolution.

• Awarded Top 1 Associate for exceptional performance.

Ibex Global Solutions (Philippines), Inc
Jan 2017 - Mar 2023 | Full-time | 6 yrs. 3 mos
Mandaluyong, National Capital Region, Philippines · On-site

Team Manager (Technical Account)
Dec 2022 - Mar 2023 · 4 mos

• Referred to GoDaddy by Operations for technical expertise and high aptitude in tech.

• Managed a tech support team, overcoming absenteeism and adapting to team challenges.

• Focused on NPS as the primary KPI, gaining insights into leadership values and challenges.

Team Manager (Financial Account)
Dec 2021 - Dec 2022 · 1 yr 1 mo 

• Led a diverse team of Gen X, Millennials, and Gen Z agents, adapting leadership style to meet their unique needs.

• Shared expert knowledge and provided guidance, helping the team achieve strong performance in a short time.

• Ensured team members had the necessary resources and support, including proper pay, leave policies, and feedback.

• Fostered a culture of growth, trust, and high performance by treating agents as disciples and mentoring them for success.

Subject Matter Expert (Financial Account)
Sep 2021 - Dec 2021 · 4 mos

• Assisted CSRs with inquiries and escalated customer concerns, ensuring timely resolution.

• Managed demanding customers by providing expert solutions and maintaining high customer satisfaction.

• Took supervisory calls when escalated by CSRs, handling complex issues that required immediate attention.

• Collaborated closely with cross-functional teams to resolve customer issues promptly and efficiently.

Navigator Product Support (DAP)
May 2020 - Aug 2021 · 1 yr 4 mos

• User Acceptance Tester (UAT): Primarily responsible for testing programs developed by the tech team, ensuring they met business requirements and quality standards. Conducted rigorous testing to identify issues and verify program functionality.

• Data Analyst: Leveraged tools like Google Analytics and Google Studio to analyze data, generate insights, and create comprehensive reports for internal teams and clients. Contributed to decision-making with data-driven insights.

• Business Analyst: Worked closely with clients to identify process changes, document requirements, and coordinate improvements. Acted as a liaison between technical teams and clients to ensure project goals were met efficiently.

• Digital Adoption Platform (DAP) Exposure: Gained hands-on experience with Whatfix, a leading Digital Adoption Platform, enhancing my understanding of user experience and digital transformation initiatives.

• Cross-functional Collaboration: Collaborated with various teams to deliver successful projects that aligned with organizational goals, contributing to enhanced operational performance.

• Career Growth: Transitioned from CSR to a multifaceted role, expanding expertise in tech, data analysis, and business strategy.

Customer Service Specialist (Financial Account)
Jan 2017 - Apr 2020 · 3 yrs 4 mos