Demkirl V. Email & Phone Number

Central Visayas, Philippines

• Introduction to Service catalog as part of BAU onboarding for newly allocated clients• Customer Service Experience Management• Stakeholder Management• Project Planning for improvements• Continuous data mining, analysis, and recommendations for improvement• Administrative task of updating critical information in internal trackers for portfolio management• Service coordination of escalated incidents, service requests, billing disputes, and delivery issues• Inventory management and hygiene check of circuits• Proactive recommendation of improvement plans, in coordination with Solutions Architect, Assurance, and problem management team (where applicable)

▪ Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.▪ Demonstrated knowledge of company's mission, purpose, goals, and the ability to help employees successfully achieve them.▪ Prepared and coached team members in project and program readiness standards and professional and moral development.▪ Appraise and develops staff.▪ Establish best practices for the Work From Home - Messaging and shares proactively to other leaders.▪ Effectively assign tasks to team members to optimize productivity.▪ Mentored lower performing team members to raise expected company metrics.

▪ Manage and motivate the quality performance of a team of up to 20 CareBay (new hire) customer service associates through effective coaching.▪ Trained new team members.▪ Work towards and implement best practice.▪ Report and distribute management information highlighting areas for improvements and those of concern and opportunity.▪ Consistently meets and exceeds daily team performance goals with attention to detail.▪ Piloted Greenfield Project for the cluster, an initiative to drive program efficiency and resolve performance variation.▪ Manage agents handling Telstra complaints calls by establishing complaint handling processes.

▪ Tracked and managed escalated ombudsman complaints of the program.▪ Does RCA and help create action plan for team leads and support staffs to execute.▪ Floor support for consultants.▪ Worked tirelessly to resolve customers' problems to their satisfaction, which resulted in a loyal customer base and increased company's positive reputation.

▪ Consultant in Telstra powered by Teletech who handled multi skilled demands (MSC,Mobile Assura, Prepaid, and Postpaid▪ On 6th month, transferred to Recovery team – front liners for complaint utterance calls.

▪ Handled airline reservations and hotel bookings (US domestic and international).▪ Responsible for preparing, completing, and processing all forms with regard to allcustomer account information, ensuring all information was accurate and recorded, andmaking changes to the database as necessary.▪ Provided assistance to customers in order to complete sales transactions accurately andefficiently.