Julie Ann Tenerife
Pasig,Metro Manila
Summary
Accomplished Customer Support and Team Lead at Sitel Philippines Inc., adept in team management and escalation handling. Enhanced service delivery by streamlining processes and fostering collaboration. Knowledgeable in Microsoft Word and Excel, with excellent communication skills. Successfully improved KPIs and customer satisfaction, demonstrating strong problem-solving abilities and proactive engagement.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Team Lead
Sitel Philippines Inc.
Eton Cyberpod, Quezon City
08.2024 - 09.2025
- Developed proficiency in customer service software to enhance response efficiency.
- Assisted in resolving customer inquiries and issues through effective communication skills.
- Collaborated with team members to share knowledge and improve service delivery.
- Handles Highly escalated cases such as chargeback to minimize disputes and lost sales
- Provides feedback to the team members to ensure alignment and improve KPIs.
- Supported training initiatives for new team members on best practices in customer support.
- Engaged with customers proactively to ensure satisfaction and loyalty towards services offered.
- Monitored customer feedback to identify areas for service improvement.
POC - Email Support (UK Account)
Sitel Philippines (now Foundever)
Eton Cyberpod. Corinthian, Quezon City
07.2013 - 05.2024
- Worked well in a team setting, providing support and guidance in handling Email concerns
- Assisted with day-to-day operations, working efficiently and productively with all team members. Directly working with Operations managers and clients
- Attended business review with the clients (reviewing the team;s performance and scores, seeing recommendations for call drivers
Customer Support Representatives (Email)
Sitel Philippines Inc. (now Foundever)
Eton Cyberpod, Corinthian, Quezon City
05.2016 - 09.2023
- Resolved customer inquiries through effective communication and problem-solving techniques (troubleshooting and repair set-up) through email
- Streamlined ticketing process to enhance response times and improve customer satisfaction.
- Managed escalated issues, ensuring swift resolution and maintaining positive relations.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Education
High School Diploma -
Bato Rural Development High School
Bato, Catanduanes04-2008
Skills
- Team management
- Escalation handling
- Teamwork and collaboration
- Multitasking and organization
- Problem-solving abilities
- Knowledge in Microsoft (Word and Excel)
- Excellent communication Skills (verbal and written)
Certification
Certificate in White Belt SIgma
Timeline
Customer Support Team Lead
Sitel Philippines Inc.
08.2024 - 09.2025
Customer Support Representatives (Email)
Sitel Philippines Inc. (now Foundever)
05.2016 - 09.2023
POC - Email Support (UK Account)
Sitel Philippines (now Foundever)
07.2013 - 05.2024
High School Diploma -
Bato Rural Development High School