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Diogenes E. — Mid-Level Customer Service Team Leader from Philippines

Diogenes E.

Mid-Level Customer Service Team Leader

Philippines 2-3 years
Open to offersNew to Platform
Languages
English
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About

Diogenes E. is a seasoned Customer Service Representative with over six years of experience at Concentrix, where he excelled as a Team Leader. Known for leading cross-functional teams across email, voice, and chat support channels, Diogenes consistently exceeded KPIs through effective Leadership & Team Management and robust Process Improvement strategies. He conducted coaching sessions to enhance performance and engagement, managing escalations with a focus on timely resolution and quality assurance. As a Senior Advisor and Subject Matter Expert, he guided both new hires and seasoned staff in case handling, providing crucial operational support. His technical background, with a Diploma in Industrial Technology specializing in HVAC from Bohol Island State University, bolstered his troubleshooting skills, contributing to his success in customer experience management.

Experience

  • Team Leader

    Concentrix · 2019 — Present
    Managed cross-functional teams to provide support via Email, Voice, and Chat while consistently meeting and exceeding KPIs. Conducted coaching sessions, team meetings, and huddles for agent development and engagement. Addressed performance issues and escalations, ensuring timely resolutions. Performed data analysis and conducted performance reviews to identify gaps and drive process improvements.

  • Senior Advisor | Subject Matter Expert

    Concentrix · 2019 — 2019
    Provided support to new hires and experienced agents through case handling and process guidance. Managed complex and escalated customer issues while monitoring agent performance, including queue and aux adherence. Served as a liaison between agents and leadership for operational support.

  • Customer Service Representative

    Concentrix · 2018 — 2019
    Delivered email and chat support to customers and partner agents, addressing payment-related concerns and handling complex cases. Executed urgent and high-priority tasks assigned by leadership while maintaining strong performance across various metrics.

Skills & Expertise

Customer ServiceAccount ManagementCall CenterCustomer Service RepresentativeItalian Speaker

Education

  • Diploma in Industrial Technology Major in Refrigeration and Air Conditioning
    Bohol Island State University · 2011 — 2014