Mylene S.
Mid-Level Customer Care Operations Team Leader
Open to offersNew to PlatformAbout
Mylene E. is an accomplished operations manager with significant tenure at Ttec Customer Care Management, formerly Teletech, located in Mataas na Lupa, Lipa City, Batangas. Her career trajectory within the company culminated in her role as Senior Team Leader from June 2022 to July 2024, where she excelled in creating strategic plans, managing financial metrics, and ensuring optimal staffing levels to meet program requirements. Previously, from 2017 to 2022, she led her team in daily operations, focusing on KPI monitoring and performance evaluations. Her earlier contributions as a QSS/SME included support for frontliners and assisting with technical calls. Mylene also has a solid foundation in customer and technical support roles, addressing broadband and internet issues from 2007 to 2012. Her career began as a Store Supervisor in the food service industry, managing daily operations at M & H Corporation (HenLin) and Shakey’s Pizza Restaurant. Throughout her diverse career, Mylene has demonstrated expertise in strategic planning, financial metrics management, and team leadership.
Experience
Senior Team Leader (Ops Management)
Ttec Customer Care Management (previously Teletech) · 2022 — 2024Developed strategic plans to achieve organizational goals. Oversaw financial metrics, including staffing ratios, incentives, and time management. Ensured appropriate staffing levels to align with program needs and KPIs while evaluating effectiveness and efficiency.Team Leader
Ttec Customer Care Management (previously Teletech) · 2017 — 2022Managed the daily operations of the team, which included monitoring KPIs, schedule adherence, and overall performance. Facilitated team development through coaching sessions and huddles. Assessed teammates' strengths and weaknesses, while also creating performance reports and documenting client feedback.QSS/ SME
Ttec Customer Care Management (previously Teletech) · 2012 — 2017Supported frontliners by addressing technical and operational issues. Handled supervisor calls related to technical matters. Managed agent queues, focusing on ACW, HOLD time, and adherence to breaks. Assisted team leaders with various reports, tracked overtime, and communicated system issues to the Realtime team.Technical Support/ Customer Support Representative
Ttec Customer Care Management (previously Teletech) · 2007 — 2012Provided exceptional customer service by addressing inquiries, billing concerns, and sales. In the technical support capacity, ensured resolution of broadband and internet-related issues. Met client metrics and adhered to scheduled shifts while reporting system issues in real-time.Store Supervisor
M & H Corporation (HenLin) · 2004 — 2007Oversaw daily operations to ensure excellent customer service and high order quality. Maintained operational cleanliness and efficiency from opening to closing, while preparing staff schedules.Store Supervisor
Shakey’s Pizza Restaurant · 2002 — 2002Monitored daily operations and ensured the delivery of exceptional customer service. Maintained the quality of orders and cleanliness of the restaurant while managing overall operations.
Skills & Expertise
Education
- Bachelor of Science major in Computer ScienceLipa City Colleges · — — 2004
Interested in this professional?
Sign in as an employer to save this profile or invite Mylene S. to a job.
Sign in as an employer