Erikca Quilang
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Infosys BPM Ltd.
11.2018 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Team Lead
Arvato Corp.
07.2014 - 11.2018
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Education
No Degree - Bachelor of Science in Secondary Education
University of Northern Philippines
Philippines03.2003
Skills
- Reading Comprehension
- Understanding Customer Needs
- Complaint Escalation
- Customer Data Confidentiality
- Process Transactions
- MS Office Proficiency
- Station Preparation
- Email Etiquette
Timeline
Assistant Manager
Infosys BPM Ltd.
11.2018 - Current
Team Lead
Arvato Corp.
07.2014 - 11.2018
No Degree - Bachelor of Science in Secondary Education
University of Northern Philippines
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