Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Tina Gubio Volz

Tina Gubio Volz

Myrtle Beach,SC

Summary

Experienced with team leadership, training, and development. Utilizes strategic planning to drive team success and achieve goals. Track record of improving team morale and performance through effective communication and conflict resolution.

Overview

14
14
years of professional experience

Work History

Team Captain

Concentrix Philippines (Google-YouTube)
11.2020 - 07.2024
  • Acted as positive role model to set tone for program and enhanced leadership credibility with teammates and coaches.
  • Monitored individual performance metrics regularly, identifying areas for improvement while recognizing exemplary contributions from team members.
  • Ensured smooth operations by maintaining open lines of communication between team members and upper management.
  • Monitored and maintained team chemistry by continually reminding team members about common goal and common bond.
  • Challenged teammates to get better and work harder by constructively confronting negativity, pessimism and laziness.
  • Boosted team morale by organizing team-building activities and fostering a positive work environment.
  • Improved employee retention through mentoring, coaching, and providing constructive feedback.

Retention Team Lead

CSS Corp (JustAnswer)
03.2019 - 10.2020
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

Associate Manager

Sutherland Philippines (T-Mobile)
05.2018 - 03.2019
  • Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
  • Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
  • Mentored Team leads, contributing to their professional growth and skill development.
  • Enhanced team productivity by implementing efficient project management strategies.
  • Oversaw training and onboarding process for all newly hired employees within the program.
  • Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
  • Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.

Universal Hiring Manager/Operations Supervisor

Customer Contact Channels (T-Mobile)
06.2015 - 05.2018
  • Managed interview scheduling and facilitated communication with candidates throughout the hiring process.
  • Increased applicant quality by streamlining the hiring process and implementing a pre-screening system.
  • Collaborated with department heads to determine staffing needs and develop targeted recruitment strategies accordingly.

Quality Assurance Analyst

Customer Contact Channels (DTAG/HERTZ)
06.2014 - 06.2015
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.

Customer Service Representative/Help Desk Support Specialist

Customer Contact Channels (T-Mobile/DTAG/HERTZ)
05.2012 - 06.2014
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Inbound Customer Care/W/Inside Sales Representative

Times Telecome Philippines (Bell Mobility)
04.2010 - 05.2012
  • Answered customers' questions regarding products, prices, and availability.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Managed friendly and professional customer interactions.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.

Education

Master of Science - International Hospitality And Tourism Management

University of South Carolina
Columbia, SC

Bachelor of Science - Hotel and Restaurant Management

Aklan State University
01.2007

Secondary -

Melchor Memorial School
Ibajay, Aklan
01.2003

Elementary -

Fort Aguinaldo Elementary School
01.1999

Skills

  • Performance improvement
  • Multitasking
  • Coaching experience
  • Motivation techniques

Timeline

Team Captain

Concentrix Philippines (Google-YouTube)
11.2020 - 07.2024

Retention Team Lead

CSS Corp (JustAnswer)
03.2019 - 10.2020

Associate Manager

Sutherland Philippines (T-Mobile)
05.2018 - 03.2019

Universal Hiring Manager/Operations Supervisor

Customer Contact Channels (T-Mobile)
06.2015 - 05.2018

Quality Assurance Analyst

Customer Contact Channels (DTAG/HERTZ)
06.2014 - 06.2015

Customer Service Representative/Help Desk Support Specialist

Customer Contact Channels (T-Mobile/DTAG/HERTZ)
05.2012 - 06.2014

Inbound Customer Care/W/Inside Sales Representative

Times Telecome Philippines (Bell Mobility)
04.2010 - 05.2012

Secondary -

Melchor Memorial School

Elementary -

Fort Aguinaldo Elementary School

Master of Science - International Hospitality And Tourism Management

University of South Carolina

Bachelor of Science - Hotel and Restaurant Management

Aklan State University

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Tina Gubio Volz