LEAH S. BELANDO
TEAM LEADER/QUALITY LEADER
Pasig City,CO
Summary
Dynamic Team Leader with expertise in customer service, quality assurance, and operations management across BPO and hospitality sectors. Led teams in performance coaching, conflict resolution, and delivering exceptional customer experiences through voice, email, and chat support. Known for strong leadership and adaptability that drive operational success.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Team Leader
Tenet Healthcare
2026.01 - Current
- Lead a team of 18 agents to consistently achieve 100%+ productivity targets and maintain service quality scores above 95%.
- Conducted weekly one-on-one coaching sessions, improving team performance metrics by 15% within the first quarter.
- Maintained 98% operational efficiency while fostering a positive team environment, contributing to a measurable reduction in agent attrition.
Quality Leader
Sagility
2025.01 - 2026.01
- Conducted real-time call monitoring and provided actionable feedback to agents, driving a reduction in error rates.
- Maintained quality standards and supported continuous process improvement to achieve high client satisfaction scores.
- Monitored customer interactions across voice, email, and chat channels to ensure adherence to quality standards and compliance requirements.
- Managed analyst productivity and resolved ATR-related concerns, improving team response times and efficiency.
Team Leader
Sagility
2022.01 - 2025.01
- Ensured team members consistently met productivity and quality standards.
- Coached and motivated associates to improve overall performance and engagement.
- Resolved conflicts, supervised daily operations, and supported shift management.
- Assisted in meeting and exceeding contractual service obligations.
Customer Service Representative
Sagility
2018.01 - 2022.01
- Delivered high-quality customer service while maintaining efficiency metrics.
- Handled inbound and outbound customer calls professionally.
- Provided English communication support through email, written correspondence, and chat.
Receptionist, Server & Cashier
Mama Lou’s Italian Kitchen
2017.01 - 2018.01
- Provided excellent customer service in a fast-paced restaurant environment.
- Managed cashiering duties and payment processing.
- Handled customer inquiries and complaints via phone and email.
Receptionist, Server & Cashier
Casa Verde
2016.01 - 2017.01
- Assisted customers with inquiries and dining concerns.
- Processed payments accurately and efficiently.
- Maintained excellent guest relations and service quality.
Education
Associate Degree - Hotel and Restaurant Services
Asian Institute of Science and Technology
2016-01
High School - undefined
Sarah Jane Ferrer High School
2014-01
Skills
- Leadership & Team Management
- Customer Service Excellence
- Performance Coaching
- Quality Assurance Monitoring
- Conflict Resolution
- Critical Thinking & Decision Making
- Time Management
- Email & Chat Support
- Inbound & Outbound Communication
- Operational Support
Certification
HIPAA Compliance Training - HIPAA Training.US 07/2026 - 07/2027
Timeline
Team Leader
Tenet Healthcare
2026.01 - Current
Quality Leader
Sagility
2025.01 - 2026.01
Team Leader
Sagility
2022.01 - 2025.01
Customer Service Representative
Sagility
2018.01 - 2022.01
Receptionist, Server & Cashier
Mama Lou’s Italian Kitchen
2017.01 - 2018.01
Receptionist, Server & Cashier
Casa Verde
2016.01 - 2017.01
High School - undefined
Sarah Jane Ferrer High School
Associate Degree - Hotel and Restaurant Services
Asian Institute of Science and Technology