Estephanie T.
Mid-Level BPO Operations Supervisor
Open to offersNew to PlatformAbout
Estephanie T. is an experienced Operations Supervisor with a strong background in the BPO and manufacturing industries, holding progressive leadership positions at Concentrix and Transcom Worldwide. Over four years, she has led teams of 12-16 members, focusing on achieving demanding performance targets and refining team management processes. Her responsibilities included supervising team operations, utilizing Root Cause Analysis (RCA), conducting performance tracking, and delivering detailed weekly reports. Estephanie also has hands-on expertise in dispute resolution and complaint management, particularly in handling escalations for UK Telco accounts and resolving customer issues. With a Bachelor of Science in Accountancy, she effectively combines analytical skills with operational leadership to deliver results within client guidelines.
Experience
Team Leader Supervisor
Concentrix · 2022 — PresentDirected a workforce of 12-16 members by closely monitoring operations and ensuring adherence to procedures as well as Key Performance Indicator (KPI) targets. Produced weekly performance reports for team meetings and applied coaching techniques and RCA methodology to support agent improvement. Managed timecard submissions, supervised performance tracking, and addressed underachievers to meet client guidelines.Team Leader
Transcom Worldwide · 2021 — 2022Oversaw a team of 15 individuals by managing daily supervision, conducting observations, and delivering personalized 1:1 coaching to facilitate improved results. Consistently met performance indicators as outlined by client standards and developed action plans focused on maximizing team output.CEO Team
Transcom · 2020 — 2020Collaborated with the CEO Team to address Talk Talk complaints through outbound calls and resolved customer issues that exceeded 30 days in age. Prioritized both customer and client well-being by managing complaint resolution efforts.Bereavement Officer
Transcom Worldwide · 2020 — 2020Managed bereaved customers' accounts in the back-office department, completing Change of Ownership processes and account closures per family requests. Communicated updates on account ownership through letters and emails.OFCOM Case Manager
Transcom · 2019 — 2020Handled OFCOM complaints as a 3rd escalation layer of support, resolving various issues using effective communication and corrective actions.Customer Service Manager
Transcom Worldwide · 2017 — 2019Managed the UK Telco Account (TalkTalk) by overseeing customer service and billing calls and performing outbound calls to address customer concerns. Implemented solutions to support customer satisfaction within the telco account.Customer Service Representative
Transcom Worldwide · 2016 — 2017Handled customer inquiries and support tasks for the UK Telco Account by managing service and billing calls to address client needs.Admin Staff/Encoder
PSRC Market Research Incorporated · 2015 — 2016Maintained coded storage for information collected during interviews and streamlined paperwork processes. Developed a mapping system to improve productivity for field interviewers in identifying data collection areas.
Skills & Expertise
Education
- Bachelor of Science, AccountancyRizal Technological University
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