Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Edcel Lopera

Queen City

Summary

Driven by a commitment to excellence, I leveraged coaching and mentoring at Concentrix to enhance team performance, fostering a culture of continuous improvement. My expertise in customer focus and performance monitoring led to significant efficiency gains and heightened customer loyalty, embodying a results-oriented approach with tangible achievements in employee development and customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

TEAM LEAD

CONCENTRIX
08.2021 - 10.2023
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

SUBJECT MATTER EXPERT

Ibex Global Solutions
08.2019 - 07.2021
  • Mentored junior team members, contributing to their professional growth and development.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.

Customer Service Representative

Alorica
01.2018 - 12.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Science - NURSING

OUR LADY OF FATIMA UNIVERSITY
ANTIPOLO CITY

High School Diploma -

MAYAMOT NATIONAL HIGH SCHOOL -1st Honorary Mention
ANTIPOLO CITY
06.2015

BALAYBUAYA ELEM SCHOOL - VALEDICTORIAN
PANGASINAN
04.2011

Skills

  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring
  • Performance Improvement
  • Employee Evaluation

Accomplishments

  • Supervised team of 82 staff members. (Changed every 8 weeks

Certification

  • ROOT CAUSE ANALYSIS, FISCA - 2024
  • Certified Coached (Leadership Excellence & Development Certified , CNX- 2023
  • CONCENTRIX PROJECT OVERALL TOP TEAM LEADER 2023
  • YOU ON THE RISE - Global Leadership Training


Timeline

TEAM LEAD

CONCENTRIX
08.2021 - 10.2023

SUBJECT MATTER EXPERT

Ibex Global Solutions
08.2019 - 07.2021

Customer Service Representative

Alorica
01.2018 - 12.2018

Bachelor of Science - NURSING

OUR LADY OF FATIMA UNIVERSITY

High School Diploma -

MAYAMOT NATIONAL HIGH SCHOOL -1st Honorary Mention

BALAYBUAYA ELEM SCHOOL - VALEDICTORIAN

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Edcel Lopera