Katherine Aguirre
Petaling Jaya,Selangor
Summary
Seasoned Team Leader with a proven track record at Fujifilm Business Innovation Sdn Bhd, enhancing team productivity by 23% through effective coaching and technical support. Expert in call center operations and conflict resolution, adept at leading high-performing teams to exceed company objectives. Skilled in project management and customer service, demonstrating significant achievements in improving customer satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Team Leader
Fujifilm Business Innovation Sdn Bhd
Petaling Jaya,Selangor
04.2022 - Current
- Leading a team of 28 members in the support center for our Australian customers, providing technical hardware assistance while overseeing their performance and development.
- Developed and implemented strategies to enhance team productivity, resulting in a 23% increase in remote resolution.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Monthly collaboration with the OPCO to see team progress and develop strategic plans to carry out the company's set goals and objectives successfully.
Line Lead
IBM
Cyberjaya, Selangor
05.2015 - 02.2016
- Manage a team of 10 members in the call center to support our Australia and New Zealand customers with their technical issues related to IBM and Lenovo products, such as laptops, desktops, and tablets.
- Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure the attainment of revenue goals and performance targets.
- Set daily targets and directions for the team members to follow, and guide the team in achieving team goals.
- Directed workflow, monitored progress, and ensured deadlines were met.
- Provides communication and follow-up to ensure agents are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions.
Team Lead
Electronic Science Corporation
Alabang Muntinlupa City
04.2013 - 09.2013
- Manage the team that supports system applications developed by the company from the food and retail sectors.
- Monitored team performance against targets, taking corrective action where necessary.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Supported the manager in developing plans for future projects, initiatives and objectives.
Education
Bachelor of Science - Major in Computer Science And Information System
Centro Escolar University
Mendiola Manila Philippines03-2002
Skills
- Call center operations
- Conflict resolution
- Coaching and mentoring
- Customer service
- Project management
- Technical support
Languages
English
First Language
Timeline
Team Leader
Fujifilm Business Innovation Sdn Bhd
04.2022 - Current
Line Lead
IBM
05.2015 - 02.2016
Team Lead
Electronic Science Corporation
04.2013 - 09.2013
Bachelor of Science - Major in Computer Science And Information System
Centro Escolar University
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