Ryal Jaye Colocado
Auckland,Manuwera
Summary
Dynamic leader with a proven track record at Lycamobile-Lbos Philippines, enhancing customer satisfaction and team performance through effective call center strategies and employee training. Skilled in call monitoring and team coaching, I excel in driving quality assurance and KPI tracking, fostering a culture of continuous improvement and employee motivation. Focused Call Center Manager with over 10 years of experience in customer services. sales, retention and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Call Center Manager
Lycamobile-Lbos Philippines
Philippines
02.2015 - 03.2024
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- In charge of the entire Call Center Operations
Call Center Representative
Infinity Support
Philippines
02.2013 - 02.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Business Unit Manager
Summit Collections And Allied Services
Philippines
12.2006 - 02.2013
- Increased efficiency by implementing new business unit strategies and streamlining operations.
- Balanced risk management with strategic objectives to optimize overall business performance outcomes.
- Communicated regularly with executive leadership regarding progress updates, challenges, and achievement highlights within the unit.
- Identified growth opportunities by staying current on industry trends and competitive landscape insights.
- Drove continuous improvement initiatives by soliciting feedback from employees and conducting regular reviews.
- Monitored performance metrics regularly to identify areas for improvement and drive continuous progress.
- Strengthened organizational culture by promoting core values throughout daily operations.
Restaurant Supervisor
Ling Nam
Philippines
09.2006 - 12.2006
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Provided ongoing coaching for employees, nurturing professional growth opportunities within the organization.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
Education
Bachelor of Science - Entrepreneurship
Tarlac State University
PhilippinesSkills
- Call Center Customer Service
- Employee Motivation
- Complaint resolution
- Call Monitoring
- Call Center Operations
- KPI Tracking
- Process updates
- Coaching and Mentoring
- Staff Motivation
- Quality Assurance
- Training Management
- Team Leadership
- Team coaching
- Escalation Handling
Accomplishments
- Supervised team of 250 staff members.(LYCAMOBILE)
- Started as agent,promoted as Team Leader,then Operations Manager, and finally Call Center Manager
- Practicumer of the Year-BSBA ENTREPRENUERSHIP 2005-2006
Certification
- Basic Occupational Safety And Health Training - 2022
- Managing the Market for Satisfaction-2005
- Productivity Improvement-2005
Languages
English
Professional Working
Timeline
Call Center Manager
Lycamobile-Lbos Philippines
02.2015 - 03.2024
Call Center Representative
Infinity Support
02.2013 - 02.2015
Business Unit Manager
Summit Collections And Allied Services
12.2006 - 02.2013
Restaurant Supervisor
Ling Nam
09.2006 - 12.2006
Bachelor of Science - Entrepreneurship
Tarlac State University