Ivy Czarina Sena
Operations Supervisor
Quezon City
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Teleperformance Malaysia
02.2025 - Current
- Team lead of 13 agents.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Customer Service Subject Matter Expert
Teleperformance Malaysia
12.2024 - 02.2025
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Mentored junior team members, contributing to their professional growth and development.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Success Specialist
Teleperformance Malaysia
10.2023 - 12.2024
- The Customer Success Specialist (CSS) will respond to customer requests, manage concerns, and provide specific information based on the inquiries received via inbound chat and email channels.
- Provide timely support to customers through available communication channels, including inbound chat and email.
- Process payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times.
- Proactively support customers to mitigate the risk of damage to the client's brand and customer loyalty.
- Identify and escalate priority issues through appropriate channels as needed.
- Work harmoniously with other team members to identify better ways of working, and promote a culture of continuously improving the customer support experience.
- Adhere to the policies and procedures set by the company and client. Attention to detail.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
Operations, Supervisor
Conduent Philippines
09.2022 - 10.2023
- Company Overview: Conduent is a business process services company.
- Team Lead of 15-17 agents responsible to their learning and development.
- Monitoring of scores and do one on one coaching or group meeting whichever is needed and helpful.
- Responsible in case escalation related to technical concerns raised through chat.
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that KPIs are met.
- Provides end to end solution to customers.
- Conduent is a business process services company.
Operations, Supervisor
Teleperformance Philippines
05.2022 - 09.2022
- Team Lead of 10 to 13 agents responsible for their learning and development.
- Monitoring of scores and doing one-on-one coaching or group meetings, whichever is needed and helpful.
- Responsible for case escalation related to hotel reservation concerns raised through a call.
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that KPIs are met.
Sales Trainer
Teleperformance Philippines
06.2021 - 05.2022
- Responsible for facilitating training class from foundation, product specific and nesting training. We also support experienced employees to improve their performances.
Operations, Supervisor
Teleperformance
11.2020 - 06.2021
- Team Lead of 10 to 13 agents responsible for their learning and development.
- Monitoring of scores and doing one-on-one coaching or group meetings, whichever is needed and helpful.
- Responsible for case escalation related to billing and accounts concerns raised through calls.
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that KPIs are met.
Operations, Supervisor
Teleperformance
02.2018 - 11.2020
- Team Lead of 10-13 agents responsible to their learning and development.
- Monitoring of scores and do one on one coaching or group meeting whichever is needed and helpful.
- Responsible in case escalation related to technical concerns raised through call.
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that KPIs are met.
Customer Service Representative
Teleperformance
08.2017 - 02.2018
- As a call center representative, I worked with a team over 300 people located in different sites in Metro Manila and in Cebu. Responsible for answering inbound customer call locally and internationally. My Daily activities are including:
- Answering approximately 40 inbound calls per day in a friendly and courteous manner
- Gathering details needed for customer's flight booking in accordance with Data Privacy.
- Providing the available flights in every destination and offering best package that will fit to their needs.
- Processing travel funds and educate customer about flight restrictions.
- Providing information on additional promotion and services.
- Following the conversational script and keep the customers call under 15 minutes.
Customer Service Representative
Teleperformance
04.2015 - 08.2017
- As a call center representative, I worked with a team over 150 people and responsible for answering inbound customer call, My Daily activities are including:
- Answering approximately 120 inbound calls per day in a friendly and courteous manner
- Discussing the updated status of member's savings.
- Providing service to customers regarding financial or house loan like inquiries and updated status of application
- Educate customers about different Circulars of Government related to their housing loan in respectful way.
- Following the conversational script provided by Pag-ibig Fund and keeping the customers call under 10 minutes.
Education
Associate - Computer Technologies
Sta. Isabel College
10.2008
High School - undefined
Caloocan High School
03.2004
Skills
- Leadership
- Time management
- Interpersonal skills
- Problem-solving
- Teamwork
- Staff supervision
- Performance monitoring
- Operations management
- Root-cause analysis
- Employee development
Personal Information
- ID Number: P1652269C
- Religion: Catholic
- Date of Birth: 26-10-1988
- Nationality: Filipino
Trainings And Seminars Attended
- JUMP Training, 2017-06-01, Passed
- Supervisor Foundation Training, 2018-02-01
- Effective Coaching Workshop, 2018-06-01
- Mental Awareness Workshop, 2019-03-01
- NTDC, 2021-06-01
- Gamification Training, 2021-08-01
- PPT Course Workshop, 2022-03-01
Awards
- Top Supervisor, Teleperformance, Philippines,
2019-07-01, 2nd Quarter of 2019
- Top Supervisor, Teleperformance, Philippines,
2019-10-01, 3rd Quarter of 2019
- Top Supervisor, Teleperformance, Philippines,
2019-01-01, 4th Quarter of 2019
- Top Supervisor, Teleperformance, Philippines,
2021-01-01, Month of January
- Top Trainer, Teleperformance, Philippines,
2021-12-01, Month of December
- Top Supervisor, Conduent Philippines,
2023-05-01, Month of May - July, 2023
- Top Agent, Teleperformance Malaysia,
2024-05-01, Month of May - October, 2024
Certification
Top Nesting Supervisor - Cluster Kausalya
Timeline
Top Nesting Supervisor - Cluster Kausalya
05-2025
Operations Supervisor
Teleperformance Malaysia
02.2025 - Current
Customer Service Subject Matter Expert
Teleperformance Malaysia
12.2024 - 02.2025
Customer Success Specialist
Teleperformance Malaysia
10.2023 - 12.2024
Operations, Supervisor
Conduent Philippines
09.2022 - 10.2023
Operations, Supervisor
Teleperformance Philippines
05.2022 - 09.2022
Sales Trainer
Teleperformance Philippines
06.2021 - 05.2022
Operations, Supervisor
Teleperformance
11.2020 - 06.2021
Operations, Supervisor
Teleperformance
02.2018 - 11.2020
Customer Service Representative
Teleperformance
08.2017 - 02.2018
Customer Service Representative
Teleperformance
04.2015 - 08.2017
High School - undefined
Caloocan High School
Associate - Computer Technologies
Sta. Isabel College
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