Joselito Miranda Email and Phone Number
Accomplished Freelancer with Extensive Leadership and Industry ExpertiseWith over 7 years of dynamic leadership experience, I bring a wealth of strategic insights, goal-oriented action plans, and an impressive track record to the freelancing landscape. My journey within the fast-paced BPO industry has cultivated a deep understanding of efficient organizational practices, fostering accountability, and enabling me to thrive as a proficient leader.Core Competencies:Leadership Excellence: Leveraging a diverse background, I have successfully directed multiple teams and orchestrated action plans to achieve targeted goals. My ability to navigate high-pressure environments and lead by example has consistently yielded exceptional results.Industry Mastery: Spanning 3 years, my immersion in e-commerce, affiliate marketing, customer support, billing, and technical support has refined my strategic mindset. My hands-on involvement across these domains has endowed me with a comprehensive understanding of industry dynamics and best practices.Technology Acumen: Proficiency in Google Data Studio, Google Suite, Zendesk, Gorgias, and Rich Panel empowers me to harness technology as a tool for optimizing processes and driving unparalleled performance.Key Achievements:Pioneered the establishment of technical support for virtual reality devices, overseeing 3 lines of business (Chat, Email, Outbound) and supervising a team of 33 Level 2 Technical Support Representatives.Spearheaded continuous evaluation of processes and procedures, consistently identifying innovative strategies to enhance operational efficiency, customer satisfaction, and stakeholder value.Demonstrated excellence in training and mentoring, enhancing team members' skill sets through multifaceted customer service strategies. I employ gamification, empowerment, trust-building, and other methods to foster growth and motivation.Value Proposition:Adept at designing and implementing work procedures aligned with company and departmental standards, optimizing efficiency, and ensuring adherence to strategic directives.Recognized for establishing a comprehensive knowledge base for a newly launched product, empowering global support, and enabling experts with the tools they need to excel.Ensure seamless support by equipping experts with appropriate training and resources to excel in their roles.Devote considerable effort to cultivating and sustaining a high-quality work environment, motivating team members to consistently deliver their peak performance.
Espresso Displays
View- Employees:
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Customer Support ConsultantEspresso Displays Feb 2023 - Present
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Team LeaderLtvplus Jul 2020 - Nov 2022Walnut, California, United States• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction• Create better modes of operations to make customer service easier for both team members and customers• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes• Observe the performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their loose ends. Also, take disciplinary measures against any team members who are found wanting• Provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through the division of labor• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards• Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work. -
Team LeaderIqor Feb 2018 - May 2020Philippines, Sta. Rosa• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes).• Drives continuous improvement through trend reporting analysis and metrics management.• Offers new ideas and suggestions for improvement.• Identifies and implements new practices and processes that are “best in field".• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.• Confers with reporting manager on complex or unusual situations.• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.• Ensures 100percent adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.• Understands and embraces the business and call center operations strategic direction.• Performs other duties as assigned. -
Team LeaderConcentrix Jun 2015 - Jan 2018Region Iva - Calabarzon, Philippines• Provides daily direction and communication to experts so that chats are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provides statistical and performance feedback and coaching on a regular basis to each team member. • Writes and administers performance reviews for skill improvement. • Provides advice for experts who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensures experts have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Addresses disciplinary and/or performance problems according to company policy. • Prepares warnings and communicates effectively with experts on warnings and makes effective/appropriate decisions relative to corrective action as required. • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. • Shares continual responsibility for deciding how to manage the experts, ensuring calls are handled efficiently and effectively. • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. -
Senior Subject Matter ExpertConcentrix Mar 2014 - Jun 2015Region Iva - Calabarzon, Philippines• Provided support for Teir 2 TSR’s • Managed service level and productivity • Conducts up training and advanced troubleshooting workshop • Monitor tools and update the clients • Prepares, updates and implement new knowledge base • Performs testing and bug detection for the new tools • Generating daily reports for the overall team progress
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Tsr / SmeConvergys Jan 2011 - Aug 2013Nuvali• Provided support for the TSR's • Provided assitance for the transistion of new hires • Worked side by side with team leaders for assistance • Troubleshooting CITRIX application • Configuration, monitoring and maintainance of specialized system applications • Prepares, updates and implement new knowledge base for the new system resources • Performs testing and bug detection for the new tools before implementation• Generating daily reports for the over all progress of service level
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TsaFirstsource Solutions Limited Aug 2008 - Jan 2010Technical Support Associate• Designed circuits for verizon business• Flexible, was moved to different programs• Resolves conflict circuits among ds0 and ds1 equipments.
Joselito Miranda Skills
Joselito Miranda Education Details
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Rivanit931 -
Information Management -
Canossa Academy Calamba
Frequently Asked Questions about Joselito Miranda
What company does Joselito Miranda work for?
Joselito Miranda works for Espresso Displays
What is Joselito Miranda's role at the current company?
Joselito Miranda's current role is Dedicated Team Leader | Customer Service & Technical Support | Advocate of Collaborative Success | "If you want to go fast, go alone; if you want to go far, go together.".
What schools did Joselito Miranda attend?
Joselito Miranda attended Rivanit, Colegio De San Juan De Letran Calamba, Canossa Academy Calamba.
What are some of Joselito Miranda's interests?
Joselito Miranda has interest in Ios, Blackberry, Troubleshooting, Android, Network Administration, Windows Phone.
What skills is Joselito Miranda known for?
Joselito Miranda has skills like Team Leadership, Project Management, Team Management, Network Administration, Customer Service, Eigrp, Network Security, Network Design, Voip, Mpls Networking, Ospf, Bgp.
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