Aegis People Support (Teleperformance)Team Lead, Bilingual
Nov. 2005 - May. 2010Makati-1 of only 3 points of contact of over 17 team leads of a sales, collections, retention account
-Point of contact assigned to mentor team lead trainees in their first 1-5 month learning period as a team lead
-1 of only 4 team leads to handle over 600+ seasonal agents of a sales implementations account covering training, hiring and recruitment task, coaching and mentoring, conducting quality feedback
-Headed the development and implementation of sales strategies and incentives for the same account to recognize agent efforts
-Implementations account supervisor for the bilingual arm of Readerโs Digest in the Philippines
-Strong background in quality, process improvement, coaching & mentoring, organizing, hiring and recruitment, sales, customer service, collections, chat, retention
-Over 3 years of experience as a seasoned Team Lead for both English/Spanish points of contacts
-Handled 16 bilingual representative for a sales, collections, retention and customer service account coincidentally an implementations account
-Demonstrated ability to create a new batch of dedicated sales agents 100% of whom are newbie in the sales and contact centre industry toppling the then dedicated team in terms of sales and revenue
-Exceeded the revenue per minute goal for the sales team handled
-Conducts quality evaluations for agents in the English&Spanish points of contact on top of the administrative duties assigned to team leads
-Attended various relevant courses to better implement call centre task like presentation for clients, time management, workforce management, appraisal writing, coaching and mentoring to name a few
-Devised a retention program to help combat attrition
-Most commended sales representative -Touted as the "Lifetime Warranty Queen" for having sold the most number of lifetime warranties for a sales account -promoted to a team lead trainee post in less than a year with the first call center experience and went on to handle other responsible roles in the company