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Glenn A. — Senior Call Center Supervisor from Philippines

Glenn A.

Senior Call Center Supervisor

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Glenn A. is a results-driven Call Center Supervisor with over 7 years of robust experience in customer service and team leadership, particularly in the dynamic BPO sector. Having worked extensively at The Results Companies, he effectively led customer service teams to consistently meet and exceed crucial KPIs such as customer satisfaction, productivity, and quality targets. His expertise in coaching, performance management, and call quality monitoring is proven by his ability to conduct regular coaching sessions, improve agent engagement, and deliver exceptional customer experiences. Glenn's strong leadership is evident in his management of daily operations, including attendance, scheduling, and real-time performance tracking, alongside managing process improvements for workflow optimization. Holding a Bachelor of Science in Hotel and Restaurant Management from De La Salle Lipa, Glenn adeptly handled escalations, customer inquiries, and provided conflict resolution, ensuring service excellence across various customer interactions. His proficiency in performance management also underscores his capability to maintain and align performance metrics with company standards.

Experience

  • Call Center Supervisor

    The Results Companies · 2021 — 2025
    Led a team of customer service agents to achieve KPIs for customer satisfaction, productivity, and quality. Conducted coaching sessions and performance evaluations to enhance agent performance, while also monitoring call quality and providing feedback for service improvement. Managed daily operations involving attendance, scheduling, and performance tracking. Implemented workflow process improvements and handled escalated customer concerns professionally. Provided exceptional customer service via phone and email, assisting with product information and account issues, and contributed to team success by meeting performance metrics.

  • Call Center Associate

    The Results Companies · 2018 — 2021
    Engaged in customer service excellence by efficiently addressing inquiries and resolving issues. Participated in performance management focused on KPIs, CSAT, and AHT. Contributed to ongoing training and development, enhancing product knowledge and communication skills. Actively involved in processes aimed at improving team performance and engagement.

Skills & Expertise

Call Center

Education

  • Bachelor of Science in Hotel and Restaurant Management
    De La Salle Lipa · 2007 — 2011