Carmen B.
Junior Customer Service Team Leader
Open to offersNew to PlatformAbout
Carmen B. is an accomplished Team Leader with extensive experience in the BPO industry, where she has excelled in corporate communications and data analysis. From Jun 2013 to Nov 2024, she progressively advanced at TaskUs, from Teammate to Team Leader. As a Client Analyst, Carmen led the strategic alignment of campaign objectives and KPIs, crafting performance measurement frameworks that facilitated data-driven optimizations. Her role involved creating reports for stakeholder insights. Later, as Team Leader, she was pivotal in ensuring team adherence to company policies and quality standards, while also serving as the primary channel of communication for updates and process changes. Her educational background includes a Bachelor of Science in Dental Medicine from Centro Escolar University. Carmen's expertise is further validated by her recognition as Best Team Leader in both 2022 and 2024.
Experience
Team Leader
TaskUs Inc. · 2022 — 2024Delivered leadership by overseeing performance while focusing on team well-being, fostering a supportive environment for achieving operational targets. Ensured adherence to company policies, client-specific procedures, and quality standards among team members. Functioned as the main point of communication for updates, process changes, and new product information, while addressing and resolving conflicts or interpersonal issues within the team.Client Analyst
TaskUs · 2019 — 2021Led the alignment of campaign objectives and Key Performance Indicators (KPIs) with the client’s business goals, and created performance measurement frameworks to enable data-driven optimization strategies. Developed reports and presentations to communicate insights and recommendations to stakeholders. Conducted detailed data-driven analyses on campaign performance.Teammate
TaskUs · 2013 — 2019Evaluated recurring customer concerns to uncover systemic issues, ensuring customer satisfaction with their inquiries. Maintained advanced proficiency in operational Knowledge Base documentation and training updates, facilitating accurate and reliable execution across all communication channels, including call, email, and chat.Special Agent
w@hs · 2011 — 2012General Virtual Assistant
Lifebushido · 2007 — 2012Special Agent
kgb Philippines · 2011 — 2011Customer Service Representative
Sykes Asia, Inc. · 2007 — 2009Customer Service Representative
HTMT Inc. · 2004 — 2006Account Executive / Accounting Clerk
Chase Advertising Inc. · 1996 — 2002
Skills & Expertise
Education
- Bachelor of Science in Dental MedicineCentro Escolar University · 1986 — 1989
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