Arvie P.
Senior Customer Service and Operations Team Leader
Open to offersNew to PlatformAbout
Arvie P. is a dedicated Operations Team Leader and Workforce Management Coordinator with over six years of expertise in the customer service sector. At Allied Fusion, Inc., Arvie successfully leads a team of 15-20 agents, maintaining an impressive 90% Customer Satisfaction (CSAT) score through effective coaching and performance reviews. Demonstrating proficiency in Workforce Management (WFM), Arvie excels in schedule management, real-time monitoring, and staffing coordination. His commitment to operational excellence is evidenced by his track record in KPI management, quality assurance, and process improvement. Arvie's educational background includes a Bachelor of Business Administration with a focus on Management Accounting and a Certification in Professional Education. Arvie transitioned from Enflux Solutions, Inc., where he applied his skills to medical sales, to his current role where he drives team success and operational efficiency.
Experience
Team Leader
Allied Fusion, Inc. · 2021 — PresentOversee the daily operations of a team consisting of 15–20 agents, focusing on achieving Attendance, CSAT, and Retention targets. Facilitate coaching sessions, performance reviews, call audits, and quality monitoring. Create action plans aimed at enhancing agent performance and improving the customer experience. Prepare reports related to operations and support workforce management initiatives, while being cross-trained in Workforce Management (WFM) functions such as schedule administration and workforce tracking.Senior Agent / SME
Allied Fusion, Inc. · 2020 — 2021Provide assistance to agents dealing with escalated customer issues, offer process guidance, and manage operational documentation. Contribute to performance tracking efforts, monitor attendance, and handle administrative reporting.Customer Service Representative
Allied Fusion, Inc. · 2019 — 2020Support customers with managing subscriptions, addressing billing inquiries, and resolving account-related issues, while consistently delivering high-quality customer service.Medical Sales Representative
Enflux Solutions, Inc. · 2015 — 2019Market medical products and cultivate robust client relationships to meet sales goals.Supervisor / Scholar
JPLCV Foundation · 2010 — 2010Manage daily operations, coordinate workflow, and monitor employee performance.
Skills & Expertise
Education
- Bachelor of Business Administration, Major in Management AccountingSt. Louise de Marillac College · 2010 — 2010
- Certification in Professional EducationCebu Roosevelt Memorial Colleges · 2010 — 2010
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