Estrellita Moreno
Acting Supervisor
Singapore
Summary
Experienced professional with over 12 years of customer service expertise at M1 Singapore. Skilled in leading teams, managing workflows, and implementing performance improvement strategies. Exceptional in problem-solving, conflict resolution abilities, with a strong commitment to upholding high service quality standards.
Overview
12
12
years of professional experience
Work History
Acting Supervisor
Mobile One (M1 Limited Singapore)
8 2023 - Current
- Managed team of 15 agents, achieving 80% increase in productivity, efficiency and task completion.
- Executed outbound campaign project and achieved target of contacting 85% of customers.
- Developed staff skills through targeted training programs, resulting in 85% improvement in performance and increase growth opportunities.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks resulting in average of 95% of tasks being completed on time.
- Improved customer satisfaction by providing timely responses to inquiries, addressing concerns, and finding effective solutions, resulting in 60% increase in customer satisfaction.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in customer service field.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Customer Service Officer
Mobile One (M1 Limited Singapore)
01.2016 - 08.2023
- Implemented new training programs for junior customer service officers, leading to improved performance levels.
- Managed 85% escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Contributed to increased sales figures up to 50% by upselling products or services when appropriate during customer interactions.
Customer Service Officer
Mobile One (M1 Limited Singapore)
10.2012 - 01.2016
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Managed over 40 customer calls daily with positive attitude and focused on customer satisfaction.
- Assisted call-in customers with questions and orders.
Education
Bachelor of Science - Marketing
University of The East
Philippines 06.2000 - 2024.04
Skills
Leadership and Team Management
Process Improvement
Organizational Skills
Conflict Resolution
Performance Monitoring and Feedback
Problem-Solving and Decision-Making
Employee Motivation
Staff Management
Goal-Oriented
Training and mentoring
Leadership and Team Management
Projects
- 3G Cessation Outbound Campaign April 2024 - Jul 2024
- iPhone on Us Outbound Campaign Jun 2024 - Jul 2024
- Senior Campaign Retention program Jun 2024 - Jun 2024
Timeline
Senior Customer Service Officer
Mobile One (M1 Limited Singapore)
01.2016 - 08.2023
Customer Service Officer
Mobile One (M1 Limited Singapore)
10.2012 - 01.2016
Bachelor of Science - Marketing
University of The East
06.2000 - 2024.04
Acting Supervisor
Mobile One (M1 Limited Singapore)
8 2023 - Current
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