precious R.
Junior Client Services Manager
Open to offersNew to PlatformAbout
Precious Ruby A. is a Senior Team Captain at Boldr Inc. in Manila, with extensive experience in client services and people management within the customer support outsourcing industry. Since 2021 at Boldr Inc., she has led teams to meet client-specific KPI targets, managed attendance and staff concerns, and ensured comprehensive training for both Team Captains and team members. Her oversight has included coordinating with HR and senior management to support career development and quality improvement. In earlier roles, such as Customer Advocate and Customer Service Representative at TDCX, Concentrix, and Acquire Asia Pacific, she handled complex client requests, technical troubleshooting, and process escalations using platforms like Zendesk, Salesforce, and Gorgias. Her scope encompasses detailed data analysis, CRM management, and sustained logistics support, underscoring her contributions to both internal operations and smooth client communication in the BPO sector.
Experience
Senior Team Captain
Boldr Inc · 2025 — PresentIdentify and develop growth opportunities for Team Captains and team members. Monitor attendance and performance, escalating issues to HR when necessary. Provide feedback through coaching and conduct regular performance reviews. Ensure the team is trained to meet client needs and achieves specific KPI targets. Facilitate resource needs for team members and equipment. Collaborate with senior management on career path recommendations and training plans. Address client-related inquiries and issues, promote continuous improvement, and engage with the Client Experience Manager for value enhancement.Team Captain
Boldr Inc · 2022 — 2025Facilitate the growth and development of team members to support career progression. Monitor performance and attendance, providing timely feedback through coaching and performance appraisals. Work closely with HR on disciplinary matters. Ensure adequate training for team members to meet client requirements and achieve specific KPI targets. Relay issues to the Service Delivery Manager promptly and resolve complex client requests, focusing on opportunities for improvement and growth.Shift Lead
Boldr Inc · 2021 — 2022Supervise a team during assigned shifts, providing guidance and support to help achieve goals. Maintain quality assurance by implementing control procedures and addressing quality issues. Track performance metrics and take corrective actions as necessary. Facilitate the training and development of new and existing team members, encouraging a culture of continuous improvement. Ensure effective communication among team members and management, addressing operational challenges and overseeing helpdesk management.Customer Advocate
Boldr Inc · 2021 — 2021Engage with customers to deliver accurate information with professionalism and empathy. Provide responsive customer communication through various channels, including emails and social media, using platforms like Gorgias and Statusbrew. Collaborate daily with customer experience and fulfillment teams to resolve inquiries efficiently. Prioritize customer communications to ensure timely responses and escalate issues as needed, documenting and tracking problems for resolution while suggesting process improvements.Customer Service Representative
TDCX · 2019 — 2020Serve as the first point of contact for clients by addressing questions and resolving account issues. Ensure account security and assist with cancellation processes and refunds. Troubleshoot technical problems with customer electronics and appropriately manage client complaints to retain revenue.Customer Service Representative
Concentrix · 2019 — 2019Handle incoming calls and emails from customers to assist with travel reservations. Process cancellations, grant credits, and manage adjustments while addressing grievances and coordinating with suppliers for necessary changes.Telco Billing Specialist
Acquire Asia Pacific · 2015 — 2016Manage incoming client calls and address customer complaints. Facilitate credit processing, adjustment requests, and billing disputes.Customer Service Representative
Convergys · 2013 — 2015Respond to client inquiries via incoming calls, handle complaints, and process adjustments related to billing. Manage service upselling, subscription renewals, and cancellation requests while coordinating package exchanges.
Skills & Expertise
Education
- Diploma in Culinary and Pastry ArtsAcademy Asia School of Technology and the Arts · 2018 — 2019
- Hospitality and Cruise ServicesJ Palma Professional Institute · 2011 — 2013
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