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Michelle C. — Senior Team Lead Call Center Operations from Philippines

Michelle C.

Senior Team Lead Call Center Operations

Philippines No experience yet
Open to offersNew to Platform
Languages
English
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About

Michelle C. is a seasoned professional with a substantial background in Call Center Operations, having honed her expertise through various leadership roles in this domain. She served as an Assistant Manager for Operations at Concentrix, where she managed operational responsibilities for Aetna - Member Services, ensuring optimal staffing, training, and problem resolution. As a Team Leader at Convergys, Michelle enhanced the quality performance of service representatives for Blue Cross of Ohio through targeted coaching. Her tenure at VXI Global Holdings saw her guiding teams supporting Direct TV services through effective direction and mentoring. Presently, as a Sr. Team Lead at Concentrix, she oversees Razer Customer Service, focusing on real-time support, compliance, and fraud risk analysis. Her educational foundation includes a Bachelor's in English from Central Mindanao University. Michelle is recognized for her proficiency in Client Relations and Leadership, backed by various certifications, including Yellow and Green Belt Six Sigma.

Experience

  • Sr. Team Lead

    Concentrix · 2018 — Present
    Delivered real-time support for Back Office LOB by assigning cases, reviewing customer responses, and analyzing risk factors to enhance performance and reduce fraud risk. Oversaw internal compliance with company processes and managed mandatory training.

  • Team Leader

    VXI Global Holdings · 2016 — 2017
    Guided and mentored team members while providing coaching and counseling as needed to ensure effective team performance.

  • Assistant Manager for Operations

    Concentrix · 2010 — 2016
    Managed various operational aspects, including monitoring staffing levels, providing temporary coverage, training staff members, and resolving problems.

  • Team Leader

    Convergys · 2016 — 2016
    Focused on enhancing the quality performance of Service Representatives through call monitoring and individual as well as group coaching.

Skills & Expertise

CRMCall CenterCustomer ServiceContent CreationCustomer Service Representative

Education

  • Bachelor of Arts in English
    Central Mindanao University
  • Juris Doctor (Undergrad)
    Liceo De Cagayan University

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