Lorelyn A.
Junior Customer Service Supervisor
Open to offersNew to PlatformAbout
Lorelyn A. is a dedicated Operations Supervisor known for her extensive experience in customer service and adept team leadership. At The Results-CX in Lipa City, she has effectively managed a team of over 15 customer service representatives since December 2019, ensuring adherence to company guidelines and maintaining high service quality. Lorelyn excels in identifying opportunities for procedural improvements, providing daily coaching, and maintaining strong communication lines through team huddles. Her responsibilities also include monitoring calls, compiling reports on customer interactions, and preparing comprehensive performance summaries. Prior to her current role, she served as a Customer Service Representative for both The Results-CX and Convergys Phils., where she honed her skills in issue escalation and customer inquiry responses. Lorelyn's academic foundation in Business Administration with a major in Entrepreneurial Management from the First Asia Institute of Technology and Humanities supports her robust capability in report analysis and team motivation.
Experience
Operations Supervisor
The Results-CX · 2019 — 2025Oversees a team of more than 15 customer service representatives, ensuring compliance with company guidelines regarding service quality. Identifies and implements improvements in customer service procedures through daily coaching and counseling. Reviews interactions between representatives and customers, ensuring representatives are updated on product and service changes via team meetings. Collects data and prepares performance reports on customer inquiries and complaints, presenting summaries to management as required. Develops knowledge-based documents for frequently asked questions and performs additional related tasks.Customer Service Representative
The Results-CX · 2019 — 2019Handled incoming calls while addressing customer concerns and inquiries. Recognized and escalated issues to supervisors and performed additional assigned duties.Customer Service Associate
Convergys Phils. · 2018 — 2019Responded to customer inquiries through incoming calls, providing assistance with concerns. Engaged in upselling products and services, while also identifying issues for escalation to supervisors. Completed other assigned responsibilities as needed.Finance Department Intern
China Online Innovations Inc., -51Talk · 2016 — 2016Assisted in various tasks within the Finance Department during the internship.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Entrepreneurial ManagementFirst Asia Institute of Technology and Humanities · 2013 — 2017
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