Eduard R.
Mid-Level Technical Support Team Lead
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Eduard R. serves as a Senior Team Lead in Technical Support at PSI-LLC, fostering exemplary support services to SaaS clients. His role involves leading and mentoring a technical support team, guiding them through performance feedback to maintain high service quality. By monitoring team performance against SLA targets, he boosts overall customer satisfaction. Coordinating with cross-functional teams ensures the swift resolution of complex technical issues while driving support efficiency through strategic implementation of best practices. Prior to this, at Alorica, Eduard managed a team in a Technical Customer Support center, focusing on application support and hardware troubleshooting for a US telecommunication client. His tasks included resource management, trend identification, and training oversight, all contributing to increased customer satisfaction and reduced resolution times. Earlier, at The Results Companies, Eduard supervised Line Number Portability and Technical Support teams, where he enhanced agent performance through developmental coaching and ensured optimal client-defined performance levels. His tenure in these roles showcases a blend of technical management, customer service optimization, and strong leadership, underpinned by his educational foundation in Office Administration from the Polytechnic University of the Philippines.
Experience
Senior Team Lead, Technical Support
PSI · 2021 — PresentIn this role, I oversee the Technical Support team, ensuring high-quality service delivery to SaaS clients. Responsibilities include leading and mentoring support representatives, monitoring team performance metrics to meet SLA targets, and coordinating with cross-functional teams to address complex technical issues. I also implement best practices for support efficiency, analyze trends for training opportunities, and create Knowledge Base articles for clients and staff.Team Manager
Alorica · 2019 — 2021As a Team Manager, I supervised a Technical Customer Support team, focusing on multiple computer applications and client software and hardware troubleshooting. I managed a team of 15-20 representatives, monitored phone queue activities, and handled TSR scheduling and time-off requests. Identifying call volume trends and conducting workload planning were also key tasks, alongside reporting on TSR statistics and ensuring adherence to defined policies.Supervisor, Line Number Portability, Customer Service and Technical Support
The Results Companies · 2016 — 2019In the role of Supervisor, I provided support to Call Center Agents and aimed to exceed performance targets. This included managing a team of over 10 agents, coaching them on call center performance and customer service, and documenting account resolutions. I maintained updated knowledge of products and procedures and ensured motivational techniques were in place to support team morale. Additionally, I conducted call monitoring and coaching to ensure high service levels.
Skills & Expertise
Education
- Bachelors in office administration major in Medical TranscriptionPolytechnic University of the Philippines · — — 2011
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