Zelda A.
Senior Customer Service Operations Leader
Open to offersNew to PlatformAbout
Zelda A., based in Makati City, Philippines, is a seasoned Customer Operations & Service Leader with over 15 years of expertise in managing high-performing support teams through phone, chat, and email channels. Her role at Concentrix since 2013 has centered on enhancing service excellence, coaching leaders, ensuring compliance, and leveraging customer insights for operational and product advancements. Recognized for resolving complex escalations, she partners cross-functionally to drive customer satisfaction and business success. Zelda excels in KPI & Performance Management and Customer Experience & Quality Management, fostering a culture of continuous improvement and ownership. Throughout her tenure, she has maintained an impressive 85%+ CSAT for consecutive quarters and implemented operational improvements that uplift team productivity. Fluent in English, with foundational proficiency in Japanese, Zelda holds a Bachelor of Science in Nursing from La Consolacion College, demonstrating her versatile background and commitment to excellence.
Experience
Team leader – Customer Service Operations
Concentrix · 2013 — PresentLead and inspire customer service teams to provide consistent, high-quality support in voice accounts. Manage a team of over 15 customer service professionals, establishing performance targets and ensuring accountability for KPIs such as service quality and CSAT. Offer ongoing coaching and skills training to enhance product knowledge and communication capabilities. Monitor interactions and case handling to maintain service quality and efficiency across channels. Analyze customer feedback to identify areas for improvement and implement service quality enhancements. Oversee daily operations, including workforce planning and scheduling, while managing complex customer cases with a focus on compliance and customer-centric resolution. Collaborate with various teams to incorporate the Voice of the Customer into operational strategies.Customer Service Representative
Convergys Corporation Philippines · 2009 — 2013Provided high-quality customer support in a dynamic, multi-channel environment. Addressed complex customer issues utilizing analytical problem-solving and effective communication. Consistently achieved targets for quality, productivity, and customer satisfaction.Transition Team Leader
ConcentrixFacilitated the onboarding, training, and certification processes for new customer service employees across multiple channels. Ensured staff readiness through structured training focused on product knowledge, policies, customer interactions, and compliance standards.
Skills & Expertise
Education
- Bachelor of Science in NursingLa Consolacion College – Manila
- Associate in Health Sciences EducationFar Eastern University