I have extensive experience in business analysis and team leadership within the customer service sector. My roles have included managing reporting, attending client meetings, and supervising call center operations. I'm adept at coaching and motivating teams to meet performance metrics and deliver excellent service.
10
Skills
$7
Per Hour
Lead / Principal
Experience
1mo
On Platform
I have extensive experience in business analysis and team leadership within the customer service sector. My roles have included managing reporting, attending client meetings, and supervising call center operations. I'm adept at coaching and motivating teams to meet performance metrics and deliver excellent service.
Location
Baguio City, Philippines
Experience
Lead / Principal
Rate
$7/hr
Status
Available for Work
Member since
Jun 1, 2026
Business Analyst Associate Manager
Concentrix
October 2022 – December 2025
Supported both new and existing clients in automating and providing reporting needs. Supervised reporting issues, provided resolutions, and attended client meetings.
Team Leader
Concentrix
January 2015 – September 2022
Launched new customer service LOB covering inbound calls and emails. Supervised call center associates, coached for performance improvement, and ensured KPIs were met.
Team Officer in Charge
Concentrix
October 2021 – December 2021
Coached team members in achieving both key and secondary metrics. Monitored team performance and communicated updates.
Retention Specialist Senior Support
Concentrix
October 2013 – October 2014
Assisted Team Lead in achieving metrics and led in absence of Team Lead. Handled escalations and trained agents on updates and selling techniques.
Retention Specialist
Concentrix
July 2012 – July 2013
Met key result areas for save rate and quality. Improved customer service and handled inquiries and tech support via multiple channels.
Associate Trainer
Concentrix
October 2010 – June 2012
Trained new hire agents and provided updates on service and selling techniques.
Customer Service Representative
Concentrix
February 2008 – September 2010
Supervised inbound sales team and implemented sales management strategies to exceed targets.
Medical Representative
Isopharma
May 2001 – September 2007
Promoted pharmaceutical products and managed relationships with medical personnel and pharmacies.
Documentations Clerk and Ticketing Officer
Aboitiz One
May 1999 – May 2001
Monitored delivery of parcels and assisted customers with shipping needs.
BSC Commerce/Marketing
Saint Louis University
1999
Interests include playing musical instruments and attending live volleyball games.
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