AMAlmonds Magsino
@almondsmagsino
Experienced team lead with a focus on customer service excellence.
PhilippinesWhat I'm looking for
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
Team Lead/Operations Supervisor
Concentrix Philippines
Mar 2018 - Present (7 years 3 months)
Managed and guided a team of customer service and technical support representatives to meet performance targets. Ensured efficient daily operations, monitored key metrics, and fostered a high-performance culture while maintaining service quality and compliance.
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.
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.
Technical Support
Convergys Philippines
May 2017 - Present (8 years 1 month)
Managed incoming calls regarding software, subscription, tax computation, and other technical or account information concerns.
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
JUJOSE 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.
ICInterface Computer College
Undergraduate Study, Computer Science
1996 - 1997
Studied Computer Science at Interface Computer College. This period likely focused on foundational computing principles.
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.
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
Location
PhilippinesAuthorized to work in
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