I am a results-driven Customer Service Professional with over 10 years of experience in customer relationship management and operations leadership. Skilled in analyzing key performance indicators such as CSAT, FCR, and AHT, identifying operational bottlenecks and implementing data-driven solutions to improve efficiency and customer satisfaction.
I hold a track record in mentoring and training agents, designing effective onboarding programs, and developing training materials that elevate team performance. My career progression from Customer Support Representative to Operations Assistant Manager demonstrates strong leadership, adaptability, and expertise in managing high-performance teams.
I hold a Bachelor of Science in Information Communication Technology degree from the University of San Carlos and is certified in Lean Six Sigma (Yellow Belt). I was recognized as *Best Trainer of the Year (2020)*, combining my technical knowledge, operational management skills, and excellent communication to drive organizational success.
