Rocci Damole Email & Phone Number

CAREER SUMMARYPassionate people-leader with 8 years of experience in the BPO industry, with exposure to support roles and leadership, partner management and frontline assistance: Key strengths include:Ability to learn new things and pilot programs to successAttention to detail and resilience to changeMotivating and developing team members to the best of their capabilityEager to support operations through customer-centric and employee-driven leadership enabling and empowering frontline teams in providing impeccable customer service. Well-developed communication and problem-solving skills with the ability to resolve difficult situations under adverse conditions. Dedicated and Experienced in different lines of business which can be fully utilized to contribute to the company’s success WORK EXPERIENCEOCTOBER 2016 – PRESENTTEAM LEADER/ Telstra International Philippines Incorporated, CebuPlan, organize, empower and direct the team, providing the leadership required and enabling staff to resolve at source any internal and external customer conversations with superior service experience.Handled multiple lines of business from NBN Consumer, Small Business, Account Management, Consumer Sales and Work from Home Consumer Billing and SalesPiloted Account Management program supporting our customers with end-to-end resolution yielding to consistent resolution rate of higher than 82%Piloted Work from Home Consumer billing and sales work July 2020Part of the Brilliantly Connected Women promoting diversity and inclusionConsistent part of the top quartile performers across all functions as evidences by Brilliance and Top Team AwardsFEBRUARY 2015 – SEPTEMBER 2016CONSULTANT/ Telstra International Philippines Incorporated, CebuPulled-out from operations to support the team on process improvements activities and development of new hires 4 month in Consultant roleWas sent to Teletech Philippines Manila for 3 Months (MARCH 2016 – JUNE 2016) to train leaders and new hires for the opening of National Broadband Network Support as a new line of business under Telstra – Teletech PhilippinesConsistently part of the top 5 performersJune 2014 – january 2015SUBJECT MATTER EXPERTResponsible for 100% completion on frontline capability-building sessions targeting customer pain points and process and knowledge gaps Responsible in monitoring agent commitment-actions and to check full deployment and application of process and customer service improvementsAPRIL 2013 – MAY 2014CONSULTAN / Teleperformance Philippines - Cebu