Joluis Gunda
Senior Account Specialist
Summary
Highly-performing professional with more than 5 years of experience delivering high-impact work in the BPO industry. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high-priority goals. Committed to lifelong learning and going extra mile to contribute to facilitate continuous improvement.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Senior Account Specialist
TDCX
11.2023 - Current
- Provide excellent support experience to customers via all relevant communication channels. Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs.
- Streamlined account management processes for increased efficiency and productivity.
- Reviewed account activity to assess financial status and evaluate discrepancies.
Team Leader
Concentrix
10.2022 - 03.2023
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Service Representative
Sykes
12.2021 - 09.2022
- Open customer accounts by recording account information and maintains customer records by updating account information. Assisted with payment and payment plans.
Senior Quality Evaluator
Concentrix
03.2021 - 09.2021
- Reports and monitors Quality Performance of the program. Share actionable insight including corrective ways on how to improve performance.
- Performed root cause analysis to identify and resolve defects, improving quality standards.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
Product Ready Trainer
Concentrix
11.2020 - 03.2021
- Support the transition of trainees from training to production, ensuring competency levels meet business needs. Facilitate training of New Hires and product update in support to client programs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Customer Service Advisor
Concentrix
12.2019 - 11.2020
- Answer incoming calls and inquiries of customers. Provide accurate and complete information about the program, it’s products and services.
Education
Bachelor Science - Civil Engineering
University of Eastern
Philippines01.2018
Skills
- Knowledgeable with Stripe API
- Knowledgeable with Stripe and its products (Payments, Billing, Invoicing, and etc)
- Knowledgeable with Microsoft Excel and Word
Proficient in Communication Skill
Timeline
Senior Account Specialist
TDCX
11.2023 - Current
Team Leader
Concentrix
10.2022 - 03.2023
Customer Service Representative
Sykes
12.2021 - 09.2022
Senior Quality Evaluator
Concentrix
03.2021 - 09.2021
Product Ready Trainer
Concentrix
11.2020 - 03.2021
Customer Service Advisor
Concentrix
12.2019 - 11.2020
Bachelor Science - Civil Engineering
University of Eastern