Kimberly A.
Mid-Level BPO Team Leader
Open to offersNew to PlatformAbout
Kimberly A. is an experienced Team Leader specializing in the BPO sector, bringing over 5 years of expertise in customer service and operations management. Based in Olongapo City, Philippines, Kimberly has directly overseen team performance at Buwelo BPO Solutions, where she managed daily operations, ensured agent adherence to schedules, tracked KPIs such as AHT, CSAT, and FCR, handled escalations, and implemented process improvements. Her leadership involved onboarding new hires, conducting quality audits, and serving as a key liaison between the team, clients, and management. Skilled in the use of CRM systems (including Zendesk, Genesys, and Avaya), performance reporting, and call monitoring tools, Kimberly also has hands-on experience resolving customer concerns and maintaining compliance with strict quality standards. Her background spans industries such as online streaming and financial services, consistently focusing on efficiency and team development in fast-paced environments.
Experience
Team Leader
Buwelo BPO Solutions · 2021 — 2024Managed phone calls, emails, and SMS to deliver customer service. Oversaw daily operations to ensure agents met schedules, breaks, and targets. Monitored attendance and punctuality while addressing absenteeism or lateness. Assigned tasks and shifts to balance workload and resources. Tracked KPIs such as AHT, CSAT, FCR, and quality scores. Conducted evaluations and provided coaching to enhance individual and team performance. Onboarded new hires and organized skill enhancement sessions for existing team members. Monitored compliance with company policies and client guidelines while performing quality checks on communications. Suggested process improvements based on performance data and communicated updates to the team. Maintained documentation of performance records, attended to customer escalations, mediated team conflicts, and fostered team morale.Customer Service Representative
TaskUs · 2020 — 2021Provided support for an online streaming account by handling an average of 60 calls daily. Assisted customers with billing issues, device troubleshooting, and inquiries.Customer Service Representative
iQor Philippines · 2019 — 2020Handled approximately 80 calls per day for a credit card company, assisting customers with balance inquiries, information updates, and billing questions. Transitioned to a specialized team focused on payment collections for overdue accounts.
Skills & Expertise
Education
- Bachelor of Arts in CommunicationGordon College · 2013 — 2019
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