Laureana P.
Mid-Level BPO Team Leader
Open to offersNew to PlatformAbout
Laureana A. is a seasoned BPO Professional based in General Santos City, Philippines, with a notable career in telesales and team leadership. Over three years as a Telesales Representative, she consistently outperformed monthly lead-generation and conversion quotas through her expertise in consultative selling, objection handling, and customer rapport-building. Her tenure as a Team Leader at JCON BPO highlights her skills in data analysis, workforce management, and quality assurance, leading to a significant 15% reduction in team Average Handle Time while enhancing employee satisfaction and retention. Previously, as a Customer Retention Specialist at Concentrix, Laureana proactively engaged with at-risk accounts to avert churn, analyzed customer feedback for strategic improvements, and demonstrated product value to clients. Her educational background includes a Bachelor in Elementary Education from Golden State College.
Experience
Team Leader
JCON BPO · 2022 — 2024Tracked daily metrics and KPIs such as Average Handle Time and Customer Satisfaction. Provided coaching and development through 1-on-1 meetings and feedback to enhance agents' communication and technical skills. Handled escalations by taking over calls or chats when necessary and managed agent schedules and daily operations.Customer Retention Specialist
Concentrix · 2020 — 2022Monitored at-risk customer accounts, engaged in regular check-ins, and addressed complaints by negotiating solutions. Processed cancellations or renewals while collecting and analyzing customer feedback to inform cross-functional teams. Educated clients on product features to enhance their value and compiled data on retention metrics and customer behavior.
Skills & Expertise
Education
- Bachelor in Elementary EducationGolden State College · 2016 — 2019
- High School DiplomaA. G. Busano Sr. High School · 2010 — 2014