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Flag of PHILIPPINES
taguig city, philippines
It's currently 4:20 PM here
Joined October 27, 2011
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Darrel U.

@darrelunabia

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Flag of PHILIPPINES
taguig city, philippines
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Will surely be ahead of any deadline.

My experience in the BPO industry for more than eight years servicing clients and customers from U.S. will surely be a big edge in translating jobs and accomplishing projects. Our priority is combined with client/customer and employee satisfaction which translates to great results.

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Experience

Customer Service Supervisor

Teleperformance USA (Sprint Mobile USA)
Jul 2007 - Apr 2013 (5 years, 9 months)
Managed a group of dynamic individuals for a US telco account specializing in inbound Customer Service. - Delivering client and company efficiency Target (COPC Trained) - Managing Teams Performance (Trained) - Delivering Outlier Management for non performing agents - Application of root cause analysis in identifying behaviors / opportunity. - Coaching via different approaches / techniques in keeping track of agents improvement. - Building strategic action plans with agents matching their i

Customer Service Representative

Teleperformance USA
Jul 2005 - Jul 2007 (2 years)
Handling inbound calls for Telco account (Sprint Mobile) in the U.S. - Perform systematic changes to client's account with billing, financial, troubleshooting and general inquiry. - Achieve client's goal particularly Customer Satisfaction and efficiency. - Mentor new agents coming in to the team. - Participate in group discussion where best practices are normally discussed. - Perform task delegated by Supervisor. - Escalate issues real time to supervisor or subject matter experts should

Education

BSCE

Polytechnic University of the Philippines, Philippines 2004 - 2006
(2 years)

Qualifications

COPC

Teleperformance USA
2010
Managing efficiency and Cost effectively which is a Win Win situation for the client and for the company.

Model of Innovation

Teleperformance USA
2009
- Awarded as a Model of "Innovation" being one of The Company values in Teleperformance. Recognition given because of strong commitment in coaching customer service representatives in different approaches and techniques while following the industry and client's standards.

Publications

My background in relaltion to this job

Darrel M. Unabia
My intensive experience in the BPO (Business Process Outsourcing) for more than eight years in just one company (Teleperformance USA / Sprint Mobile USA) proves the level of effort and dedication I put towards my work. I see opportunity in every difficulty which makes me think ahead of the others. My tenure as a Leader also is a continuous learning process to me where I learn and at the same time is share my thoughts and knowledge. In this job where I can expand my horizon, time will surely be a dear friend

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