Samuel Sunga Principe
Pasig City,Metro Manila
Summary
Lead Assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage administrative and clerical functions, scheduling, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.
Overview
17
17
years of professional experience
Work History
Senior Team Leader
Acquire Asia Pacific
10.2019 - Current
- Perform team members tasks which includes: Data Entry of basic customer information; validation through data research from public records, evaluate customer's credit report, credit history, review bank statements and underwrite bank statements to mitigate risks prior approving the loan application from businesses who would like to borrow money
- Set clear team goals and delegated tasks and set deadlines.
- Provide coaching and training to team members and disciplinary sanctions as necessary
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Produced weekly, daily and monthly activity reports and forecasts.
- Performance review with key stakeholders
- Maintained database systems to track and analyze operational data.
- Scheduling and forecasting
Executive Level, Groupdesk Team Leader
Philippines Air Asia
07.2019 - 10.2019
- Created a documented process flow to streamline and standardize the process of the Groupdesk Team
- Created a database for reporting to generate trends, and manage team's productivity
- Automated process steps by creating canned email replies to most common inquiries
- Manage the Groupdesk Team's performance by creating a scorecard with targeted key performance indicators
- Provide feedback and coaching to team members
- Delegate tasks and plan the daily operations priority
Operations Team Leader
Process Synergy Inc
05.2015 - 07.2019
- Communicate goals to team members
- Assessing team performance and providing feedback to team members
- Assisting with hiring and training employees
- Assisting with the daily operation
- Provide customer service functions including taking escalated calls
- Provide regular process and company updates through team huddles
Quality Analyst
Transcom Worldwide Philippines
01.2013 - 05.2015
- Supported several programs from various industries such as Telecommunications Company, and Consumer Electronics
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Lead calibration sessions with operations, call-listening sessions to identify behaviors and opportunities
- Perform daily call audit to agents and identify areas for improvement and ensure adherence to the Quality Guidelines
- Provide disciplinary memo to non-compliant agents
Quality Specialist
NCO Teleservices Inc
04.2011 - 09.2012
- Supported a US Telecommunications company as a Quality Specialist
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Promoted adherence to quality standards by educating personnel on quality control.
Quality Assurance Analyst
ICT Group / Sykes Enterprises Inc
10.2007 - 03.2011
- Supported various lines of business from Customer Service to Collections for both US and Canada customers
- Listen to call recordings from agents and provide ensure adherence to the Quality Guidelines
- Mentored and coached team members on QA topics and strategies.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Lead calibration sessions, Quality meetings with new-hires
Customer Service Representative
ICT Group / Sykes Enterprises Inc,
03.2007 - 10.2007
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Science - Computer Science
St Chamuel College
03.2003
Skills
- Team Development
- Delegation
- Conflict Resolution
- Risk Management
- Goal Setting
- Shift Scheduling
- Documentation and Reporting
- Coaching
Timeline
Senior Team Leader
Acquire Asia Pacific
10.2019 - Current
Executive Level, Groupdesk Team Leader
Philippines Air Asia
07.2019 - 10.2019
Operations Team Leader
Process Synergy Inc
05.2015 - 07.2019
Quality Analyst
Transcom Worldwide Philippines
01.2013 - 05.2015
Quality Specialist
NCO Teleservices Inc
04.2011 - 09.2012
Quality Assurance Analyst
ICT Group / Sykes Enterprises Inc
10.2007 - 03.2011
Customer Service Representative
ICT Group / Sykes Enterprises Inc,
03.2007 - 10.2007
Associate of Science - Computer Science
St Chamuel College
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