Janice A.
Senior Customer Service Team Leader
Open to offersNew to PlatformAbout
Janice C. A. is a seasoned professional with over 14 years of experience specializing in customer service, technical support, and team leadership across various industries such as financial services, telecommunications, and consumer electronics. Her career at Concentrix Philippines notably includes handling the American Express GNA account, where she advanced from a Customer Care Professional to a Team Leader OIC. In this role, Janice excelled in performance management, coaching, and process improvement, maintaining a consistent focus on exceptional customer experience and operational excellence. Her responsibilities involved leading a team, driving KPI success, and implementing process improvements to enhance customer satisfaction. Known for her expertise as a Subject Matter Expert, she supported complex inquiries and conducted training to boost team performance. Additionally, Janice has provided technical support for Comcast at The Results Companies, executing problem-solving strategies that improved first-call resolution rates. Janice holds a BSBA in Marketing Management from the Eulogio “Amang” Rodriguez Institute of Science and Technology.
Experience
Team Leader OIC
Concentrix Philippines · 2025 — 2026Managed a group of customer care professionals to ensure that performance targets and KPIs were consistently achieved. Offered coaching and performance feedback to enhance employee engagement and service quality. Worked with management to implement process improvements aimed at boosting customer satisfaction.Subject Matter Expert
Concentrix Philippines · 2023 — 2025Served as a resource for frontline staff, providing assistance with complex inquiries and escalated issues. Facilitated training sessions to promote skill development and enhance team performance. Aided leadership in monitoring compliance and quality standards.Team Leader OIC
Concentrix Philippines · 2022 — 2023Temporarily led team operations, ensuring smooth workflow and managing day-to-day activities. Supervised daily performance metrics and provided necessary guidance to team members.Subject Matter Expert
Concentrix Philippines · 2022 — 2022Provided expert support regarding policies and procedures, ensuring customer concerns were accurately resolved. Assisted with the onboarding and training of new team members.Customer Care Professional
Concentrix Philippines · 2022 — 2022Addressed customer inquiries with professionalism, effectively resolving issues while maintaining high satisfaction ratings.Customer Care Professional
Concentrix Philippines · 2021 — 2022Investigated and addressed fraud-related cases, ensuring adherence to company policies. Supported customers with debit balance inquiries, providing accurate billing and account assistance.Account Specialist
Concentrix Philippines · 2019 — 2020Managed customer accounts, offering solutions for billing, payment queries, and account-related concerns. Consistently met performance metrics involving call handling and issue resolution.Technical Support Representative
The Results Companies · 2018 — 2019Provided technical support for Comcast customers, troubleshooting connectivity and service-related issues. Delivered clear instructions and solutions, enhancing first-call resolution rates.CSR / Network Admin / VOC (Technical) / Service Coordinator
RAYCON Airconditioning & Refrigeration Services – Samsung Authorized Service Center · 2012 — 2018Coordinated service requests while managing customer relations for Samsung appliances. Handled technical documentation, network administration, and analysis of customer feedback.Cashier
Mightee Mart / SM Mall of Asia · 2010 — 2011Executed transactions with precision and provided excellent customer service.Collection Officer
Arquillo, Dela Cruz and Associate Law Offices · 2009 — 2010Oversaw collections and managed client accounts, ensuring timely payments and compliance with payment agreements.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Marketing ManagementEulogio “Amang” Rodriguez Institute of Science and Technology · 2008 — 2009
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