Leah Rose Taborada
Talamban, Cebu City,Cebu
Summary
Customer service professional with 6+ years of experience, including three years in leadership roles. Proven ability to manage teams, drive performance improvements, and deliver exceptional customer support. Skilled in coaching, team development, and optimizing processes to enhance both service quality and efficiency. Committed to creating a positive work culture and continuously improving the customer experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Performance Development Coach L2 | Viome
ePerformax Contact Center and BPO
01.2024 - Current
- Track the performance of my agents through key performance indicators (KPIs) such as cNPS, Efficiency, and quality.
- Provide regular feedback to agents, conduct one-on-one coaching sessions, and provide training to improve performance and skills.
- Identify underperforming agents and take corrective actions, which may include additional training, counseling, or disciplinary measures.
- Listen to calls to evaluate the quality of service provided by agents. Ensure agents adhere to company policies, processes and protocols.
- Develop and enforce quality standards to ensure a consistent and high level of customer service across the team.
- Use call recordings and reports to identify trends, areas for improvement, and training needs.
- Handle Escalated Calls - manage and resolve escalated customer complaints or complex issues that agents are unable to handle.
- Ensure that customer interactions are handled efficiently, professionally, and to the satisfaction of the customer.
- Suggest and implement changes to improve customer service processes and enhance the customer experience.
- Facilitate Quality calibration with the client
- Plan and coordinate training sessions for new hires and ongoing training for existing agents to improve skills and knowledge.
- Create and update training materials, manuals, and guidelines to ensure consistency in training delivery.
- Facilitate effective communication of new products and processes to the team by conducting regular pre/post shift huddles.
Performance Analyst | Viome
ePerformax Contact Centers and BPO
06.2022 - 12.2023
- Evaluate contacts, create action plans, run quality reports, facilitate calibrations, conduct huddles, handle service recovery, and manage escalations.
- Provide real-time feedback to the teammates.
SME | Viome
ePerformax Contact Centers and BPO
- Monitor live calls, evaluate contacts, provide assistance to the teammates, and respond to customer concerns on social media.
Customer Experience Specialist | Viome
EPerformax Contact Centers & BPO
06.2020 - 11.2021
- Utilized product knowledge to assist customers, documented interactions, addressed inquiries, resolved issues, and managed social media accounts.
Customer Service Representative | DHgate.com
EPerformax Contact Centers & BPO
- Handled buyer requests, resolved complaints, and delivered customer service via phone, chat, and email.
- Handled customer inquiries about order status and disputes.
Education
Bachelor of Science in Airline Management -
Cebu Aeronautical Technical School
2018
Bachelor of Science in Business Administration - Major in Marketing Management -
University of San Jose - Recoletos
2014
Skills
- Excellent English communication skills
- Customer Service Orientation
- Tech savvy
- Professional telephone demeanor
- Problem-Solving Skills
- Service standard compliance
- Account management
- Leadership and Team Management
- Multitasking Ability
- Problem-Solving and Decision-Making
Certification
- AList Award: Perfect attendance (no lates or absences) from April to June 2024.
- ePIC (Exceptional Performance Is Celebrated) Award: Recognized for flexibility, dedication, and willingness to take on new challenges.
- AList Award: Perfect attendance (no lates or absences) from January to March 2024.
- AList Award: Perfect attendance (no lates or absences) from April to June 2023.
- Max (Maximum Performance) Award: Acknowledged for leading the development, creation, and implementation of a project that significantly contributed to the company's success (January 2022 to January 2023).
Timeline
Performance Development Coach L2 | Viome
ePerformax Contact Center and BPO
01.2024 - Current
Performance Analyst | Viome
ePerformax Contact Centers and BPO
06.2022 - 12.2023
Customer Experience Specialist | Viome
EPerformax Contact Centers & BPO
06.2020 - 11.2021
SME | Viome
ePerformax Contact Centers and BPO
Customer Service Representative | DHgate.com
EPerformax Contact Centers & BPO
Bachelor of Science in Airline Management -
Cebu Aeronautical Technical School
Bachelor of Science in Business Administration - Major in Marketing Management -
University of San Jose - Recoletos
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