Romel Arroyo Amelanan
Team Leader
Kuala Lumpur
Summary
I manage performance and behavior and initiate, plan, and execute projects.
Overview
10
10
years of professional experience
10
10
Certifications
Work History
Team Leader
TDCX MY
Kuala Lumpur
2019.06 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
Team Leader
[24].ai
Makati City
2015.02 - 2019.06
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Representative
[24]7.ai
Makati City
2013.07 - 2015.02
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Bachelor of Arts - English Literature
La Carlota City College
La Carlota City, Negros Occidental 2001.04 -
Certificate in Teaching Program - Education
Pasig Catholic College
Pasig City, Philippines 2001.04 -
Skills
Staff education and training
Account management
Client Service
Sales expertise
Employee Evaluation
Performance improvement
Daily workflow improvement
Critical Thinking
Attention to Detail
Decision-Making
Organization and Time Management
MS Office
Written Communication
Certification
White Belt
Timeline
Team Leader
TDCX MY
2019.06 - Current
Team Leader
[24].ai
2015.02 - 2019.06
Customer Service Representative
[24]7.ai
2013.07 - 2015.02
Bachelor of Arts - English Literature
La Carlota City College
2001.04 -
Certificate in Teaching Program - Education
Pasig Catholic College
2001.04 -