Denyrel A.
Mid-Level Customer Service Team Manager
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About
Denyrel A. is a seasoned operations professional specializing in customer service management and process optimization across various industries. As a Customer Service Administrator at Sourcepass, they efficiently managed client calls and ensured smooth ticket transitions. Previously, as a Team Leader at Concentrix Philippines, Denyrel oversaw a team of agents, leading efforts to meet service quality metrics and implementing operational changes. Denyrel's role as an Appointment Setter at Your Prospector involved strategic cold calling to book appointments, meticulously synchronizing with client schedules. At Majorel Philippines and SYKES Asia, Denyrel demonstrated leadership as a Team Manager, streamlining procedures and supervising team performance. With strong skills in Microsoft Office, problem-solving, and a focus on enhancing customer satisfaction, Denyrel has proven adept at fostering team development and driving productivity initiatives.
Experience
Customer Service Administrator
Sourcepass · 2024 — 2026Handled incoming client calls, created support tickets, and directed them to the relevant departments. Managed ticket triage across various boards and conducted data entry tasks as required.Team Leader
Concentrix Philippines · 2022 — 2024Supervised a team of agents and ensured they addressed customer calls effectively. Provided coaching and motivation, assisted with disciplinary actions, and conducted briefings to keep agents informed of operational changes. Monitored service level standards and performed observations on agent performance.Appointment Setter / Virtual Assistant
Your Prospector - Bridge Profit · 2022 — 2022Engaged in Cold Calling to schedule appointments for US real estate agents and ensured client calendars were optimized. Maintained direct communication with client/loan officers to clarify additional tasks and fostered communication flow between team captains and management.Team Manager
Majorel Philippines · 2020 — 2021Supervised a team of agents and content moderators while attending training sessions for updates. Facilitated knowledge transfer regarding tools and workflow processes and assisted in developing efficient procedures. Ensured adherence to company policies and kept staff informed about operational changes.Team Manager
SYKES Asia Incorporated · 2019 — 2020Oversaw a team of E-Commerce Specialists and directly interacted with clients for product updates. Participated in meetings for knowledge enhancement and provided coaching for quality improvement. Supported Level 1 technical agents with order-related inquiries and managed employee incentive program tracking.E-Commerce Specialist
SYKES Asia Incorporated · 2018 — 2019Responded to customer emails regarding online orders and verified cancellations due to fraud. Managed bulk orders for partners and monitored shipments for returns and replacements. Processed refunds and price matching for customer queries while supporting technical agents with order issues.Technical Support Representative
SYKES Asia Incorporated · 2017 — 2018Addressed customer concerns through phone calls, emails, and chat. Provided necessary troubleshooting and warranty information while being the primary contact for supervisor concerns related to team performance.Team Lead Supervisor
Sutherland Global Services · 2013 — 2014Managed a team of 15 technical support agents delivering phone support. Ensured high-quality customer service standards and generated performance reports for clients.Technical Support Representative
Sutherland Global Services · 2012 — 2013Handled technical issues from international customers through phone support, providing second-level troubleshooting and ensuring customer satisfaction while meeting call goals.
Skills & Expertise
Education
- Bachelor of Science in Communication ArtsUniversity of Perpetual Help System Laguna
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