Marhil Alaan
Team Leader/Supervisor
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
3
3
years of professional experience
Work History
Team Leader
Wipro
01.2022 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Escalation Lead
Wipro
09.2021 - 01.2022
- Spearheaded initiatives aimed at reducing the overall number of escalated cases by addressing root causes and implementing preventive measures where possible.
- Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.
- Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Streamlined escalation processes for faster resolution times, leading to increased customer satisfaction ratings.
- Resolved escalated customer issues by implementing effective problem-solving strategies and providing efficient solutions.
Education
Bachelor of Arts - English Language And Literature
Surigao Del Norte State University
Surigao City, Surigao Del Norte Philippines 04.2001 -
High School Diploma -
Saint John's School
Bacuag, Surigao Del Norte Philippines 04.2001 -
Skills
Coaching
undefinedAccomplishments
TOP Team Lead for the month of January 2024 on Premier LOB
TOP Team Lead for the 3rd Quarter in 2023 on Premier LOB
TOP Team Lead for the month of September 2023 on Premier LOB
TOP Team Lead for the month of August 2023 on Premier LOB
TOP Team Lead for the month of July 2023 on Premier LOB
TOP Team Lead for the month of April 2023 on Premier LOB
TOP Team Lead for the month of July 2022 on International LOB
TOP Team Lead for the month of June 2022 on Domestic LOB
Wall of Fame QA for the month of February FY2021
Top 1 Agent for the month of November, December and January FY2020
Top 2 Agent for the Month of December 2019
Timeline
Team Leader
Wipro
01.2022 - Current
Escalation Lead
Wipro
09.2021 - 01.2022
Bachelor of Arts - English Language And Literature
Surigao Del Norte State University
04.2001 -
High School Diploma -
Saint John's School
04.2001 -
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