Almonds MagsinoAM
Open to opportunities

Almonds Magsino

@almondsmagsino

Experienced team lead with a focus on customer service excellence.

Philippines

What I'm looking for

I am looking for a role that allows me to leverage my customer service expertise while offering opportunities for career growth and development.

I am a dedicated professional with extensive experience in customer service and technical support. Currently, I serve as a Team Lead and Operations Supervisor at Concentrix Philippines, where I manage a team of customer service representatives to ensure we meet and exceed performance targets. My role involves fostering a high-performance culture while maintaining service quality and compliance with client standards.

In addition to my supervisory responsibilities, I have also worked as a Quality Analyst, where I monitor and evaluate customer interactions to enhance service delivery. My background includes technical support for various home appliances, where I provide expertise and create content for our Knowledge Base. I am passionate about improving customer experiences and continuously seek ways to enhance operational efficiency.

Experience

Work history, roles, and key accomplishments

CP
Current

Quality Analyst

Concentrix Philippines

Mar 2018 - Present (7 years 3 months)

Monitored, evaluated, and improved the quality of customer interactions to ensure service delivery met client and organizational standards. Collaborated with operations and training teams to identify performance gaps and recommend improvements.

CP
Current

Technical Support/Representative Operations Support/ Technical Writer

Concentrix Philippines

Mar 2018 - Present (7 years 3 months)

Managed technical concerns for various home appliances via chat and email. Provided knowledge and expertise about account processes and created content for the Knowledge Base/Confluence.

IP

Customer Service/Sales Representative – Subject Matter Expert

Ibex Global Philippines

Jan 2016 - Present (9 years 5 months)

Managed incoming calls about account inquiries, customer complaints, or support issues. Provided knowledge and expertise as a Subject Matter Expert for a specific project.

Education

Degrees, certifications, and relevant coursework

JOSE RIZAL UNIVERSITY logoJU

JOSE RIZAL UNIVERSITY

Undergraduate Study, Computer Science

1997 - 1998

Undertook undergraduate studies focusing on Computer Science. The curriculum likely covered foundational concepts in programming and computing.

Interface Computer College logoIC

Interface Computer College

Undergraduate Study, Computer Science

1996 - 1997

Studied Computer Science at Interface Computer College. This period likely focused on foundational computing principles.

SA

SAN MIGUEL ACADEMY

High School Diploma, High School

1992 - 1996

Completed high school education at San Miguel Academy. The curriculum covered standard secondary education subjects.

MS

MASANTOL ELEMENTARY SCHOOL

Elementary School Diploma, Elementary School

1986 - 1992

Attended elementary school at Masantol Elementary School. Completed the foundational years of primary education.

Tech stack

Software and tools used professionally

Availability

Open to opportunities

Location

Philippines

Authorized to work in

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Almonds Magsino - Team Lead/Operations Supervisor - Concentrix Philippines | Himalayas