Jacquiline Nazarita
Customer Care Team Leader
City Of Manila
Summary
Accomplished leader with a proven track record at Alta Resources, adept in Customer Relationship Management and fostering teamwork. Enhanced team efficiency and customer satisfaction through innovative solutions and effective communication. Demonstrated ability to mentor for career growth, achieving significant improvements in service quality and employee engagement.
Overview
17
17
years of professional experience
Work History
Customer Care Team Leader
Alta Resources
Pasig City
11.2013 - Current
- Launched several programs in Manila site ranging from 30 to 500 employees.
- Coordinated cross-functional teams to resolve complex customer issues efficiently and effectively.
- Interviewed and hired new employees both for regular and seasonal positions.
- Championed change initiatives within department that led to increased employee engagement scores while improving overall workplace morale.
- Conducted regular performance evaluations to identify areas of improvement and provide constructive feedback.
- Assisted in development of departmental goals, objectives, and key performance indicators to measure success in delivering excellent service.
- Developed comprehensive training programs to equip new hires with essential skills and knowledge.
- Identified potential process improvements through data analysis, leading to increased team efficiency and better use of resources.
- Maintained positive work environment by fostering open communication and promoting teamwork among staff members.
- Utilized CRM software to track customer interactions and ensure prompt follow-up on outstanding issues.
- Supervised scheduling processes for efficient shift coverage while minimizing overtime costs.
- Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.
- Delivered exceptional coaching and mentoring to team members, resulting in enhanced skillsets and career growth opportunities.
- Led weekly meetings focused on continuous improvement initiatives that directly impacted team's performance and customer satisfaction levels.
- Established clear expectations for staff behavior by creating environment that emphasized accountability, integrity, and respect in all interactions both internally and externally.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies
Customer Support Specialist /Customer Service Subject Matter Expert
Alta Resources
Pasig City
01.2009 - 11.2013
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between company and its customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Technical Support Representative
Teleperformance
Pasig City
06.2007 - 01.2009
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
Education
Associate of Science - Associate in Business Management
Daniel B. Peña Memorial College Foundation
Tabaco City, Albay 03.2006 - 03.2006
High School Diploma -
The Sisters of Mary School
Santa Mesa, Manila 12.2003 - 12.2003
Primary School Diploma
San Roque Elementary School
Malilipot, Albay 04.2000 - 04.2000
Skills
Customer Relationship Management
Brand representation
Teamwork and Collaboration
Product and service knowledge
Decision-Making
Effective Communication
Organizational Skills
Data Management
Interpersonal Skills
Analytical Skills
Report Preparation
Timeline
Customer Care Team Leader
Alta Resources
11.2013 - Current
Customer Support Specialist /Customer Service Subject Matter Expert
Alta Resources
01.2009 - 11.2013
Technical Support Representative
Teleperformance
06.2007 - 01.2009
Associate of Science - Associate in Business Management
Daniel B. Peña Memorial College Foundation
03.2006 - 03.2006
High School Diploma -
The Sisters of Mary School
12.2003 - 12.2003
Primary School Diploma
San Roque Elementary School
04.2000 - 04.2000