Glaiza M.

GLAIZA MARICEL G. PINGAL is a results-driven BPO professional with over 10 years of experience in customer service, training, and operations support, specializing in team leadership, quality assurance, and performance improvement. She has a proven track record of handling escalations, coaching agents, and driving team success across telecommunications, retail, financial, and hospitality accounts. Her experience as a Trainer at Alorica Philippines and [24]7.ai Philippines equipped her with strong skills in facilitating training programs, evaluating performance, and preparing agents to meet and exceed key performance indicators such as AHT, CSAT, and QA scores. She has consistently partnered with Team Leaders and operations teams to improve productivity, identify performance gaps, and implement effective coaching strategies. Throughout her career, she has also served as a Subject Matter Expert, providing floor support, resolving complex customer concerns, and guiding team members to deliver high-quality service. Glaiza is highly skilled in call monitoring, root cause analysis, and process improvement, with advanced proficiency in Microsoft Office and Google Workspace. She is recognized for her strong communication, leadership, and decision-making abilities, as well as her capacity to thrive in fast-paced, high-pressure environments. A graduate with High Honors from Abuyog Academy and a Photojournalism awardee, she also holds a Lead Training Certification from TELUS International Philippines (2019). With her solid foundation in both operations and training, she is well-prepared to take on Team Leader or Quality Assurance roles and contribute to organizational growth through effective people management and continuous improvement initiatives.