Open to opportunities

ChrisTopher Caina

@christophercaina

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Experienced team leader specializing in sales and customer service.

Philippines

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What I'm looking for

I seek a dynamic role that fosters growth, teamwork, and innovation.

With over 15 years of experience in customer service and sales, I have honed my skills in team leadership, quality assurance, and performance monitoring. My journey began as a Sales Closer at Epixtar, where I consistently exceeded sales targets, earning recognition as Agent of the Month multiple times. This early success laid the foundation for my career in operations and quality analysis.

As an Operations Team Leader at Telus International Philippines, I managed a team of 15, ensuring compliance with KPIs and delivering actionable coaching that improved agent performance. My role involved evaluating calls, conducting team meetings, and aligning team objectives with organizational goals. I take pride in my ability to foster a collaborative environment that drives results and enhances customer satisfaction.

Most recently, I served as a Lead Generations Team Leader at In-call Systems Inc., where I implemented strategies that increased first-call resolution rates by 15% within three months. My commitment to excellence and continuous improvement has been a hallmark of my career, and I am eager to bring my expertise in sales, negotiation, and team management to a new opportunity.

Experience

Work history, roles, and key accomplishments

Lead Generations Team Leader

In-call Systems Inc.

Jun 2024 - Jul 2024 (1 month)

Led a team in monitoring calls for quality assurance and coordinated daily activities to ensure smooth operations. Set team goals aligned with organizational objectives and provided actionable feedback that improved first-call resolution by 15%.

Quality Assurance Team Management Performance Monitoring Customer Service Data Analysis CRM Management Lead Generation Coaching Goal Setting

Operations Team Leader

Transcom Worldwide - Iloilo

Jan 2024 - Jun 2024 (5 months)

Managed a team of 15 to ensure compliance with KPIs such as NPS and net mobile sales. Conducted call monitoring and provided coaching feedback to ensure quality guidelines were met.

Team Management KPIs Quality Assurance Coaching Compliance Management Team Meetings

Operations Team Leader

Telus International Philippines

Apr 2021 - Jun 2023 (2 years 2 months)

Oversaw compliance and quality assurance for a team of agents. Evaluated calls and provided coaching to enhance agent efficiency while coordinating with management on quality updates.

Quality Assurance Compliance Monitoring Coaching Call Evaluation Team Coordination

Quality Analyst

Hinduja Global Solutions

Apr 2015 - Apr 2021 (6 years)

Evaluated calls for compliance and quality assurance, providing coaching to agents. Managed reporting for productivity and audits while serving as a Health Care Associate initially.

Quality Assurance Call Evaluation Coaching Compliance Monitoring Reporting Performance Analysis

Sales Closer

24/7 Customer Philippines

Jun 2009 - Jul 2013 (4 years 1 month)

Coached new agents and handled both outbound and inbound sales for mobile and broadband services. Achieved daily sales targets and recognized as Agent of the Month multiple times.

Sales Coaching Customer Service Outbound Sales Inbound Sales Performance Tracking

Sales Closer

Epixtar

Aug 2006 - Mar 2009 (2 years 7 months)

Handled various sales accounts including credit cards and subscriptions. Consistently reached monthly targets and excelled in both outbound and inbound sales.

Sales Customer Service Outbound Sales Inbound Sales Account Management

Education

Degrees, certifications, and relevant coursework

Olivarez College

Bachelor of Science, Hotel and Restaurant Management

Studied Hotel and Restaurant Management, focusing on the operational aspects of the hospitality industry, including food service, customer service, and management principles.