Open to opportunities

Juan Niño Miguel Ygoña

@juanniomiguelygoa

Message

Senior Team Lead with expertise in operations and team management.

Philippines

Message

What I'm looking for

I seek a role that allows me to leverage my leadership skills and drive team success in a dynamic environment.

I am a dedicated Senior Team Lead with extensive experience in managing teams and driving performance across multiple programs. My journey in the customer service industry has equipped me with the skills to implement effective coaching strategies that enhance customer experience and operational efficiency. I take pride in my ability to collaborate with clients to refine program strategies, ensuring service excellence at every level.

Throughout my career, I have successfully overseen day-to-day operations, resolved escalated issues, and achieved key performance metrics. My leadership has been recognized by senior management, and I have consistently driven successful outcomes for my teams. I am passionate about fostering a positive work environment and empowering my team members to excel in their roles, which I believe is crucial for achieving organizational goals.

Experience

Work history, roles, and key accomplishments

Senior Team Lead

ECE Consulting Group

Sep 2023 - Nov 2024 (1 year 2 months)

Led and managed teams across three key programs, driving performance and enhancing customer experience. Collaborated with clients to refine strategies, ensuring operational efficiency and service excellence. Oversaw daily operations, resolved escalated issues, and achieved key performance metrics.

Team Leadership Coaching Client Management Operations Management Strategic Planning Performance Metrics Process Improvement Communication Problem Solving

Customer Service Team Lead

ECE Consulting Group

Apr 2022 - Sep 2023 (1 year 5 months)

Served as the primary contact for team members, addressing concerns and resolving conflicts. Managed complex customer interactions and conducted onboarding sessions. Analyzed performance metrics and provided actionable feedback to enhance team productivity.

Conflict Resolution Customer Satisfaction Team Management Onboarding Performance Analysis Training Communication Leadership Compliance

Quality Analyst

ECE Consulting Group

Jul 2021 - Apr 2022 (9 months)

Conducted analysis of customer interactions to identify trends and gaps impacting satisfaction. Provided targeted feedback and coaching to employees, ensuring adherence to quality standards and driving improvements across departments.

Data Analysis Quality Assurance Coaching Performance Metrics Process Improvement Communication Team Collaboration Training Development

Customer Service Representative

ECE Consulting Group

Nov 2019 - Jul 2021 (1 year 8 months)

Engaged with customers to understand their needs and provide personalized solutions. Handled inquiries across various sectors, ensuring timely resolution and maintaining customer satisfaction. Recorded interactions and collaborated with teams for service delivery improvements.

Customer Engagement Problem Solving Communication CRM Systems Sales Compliance Team Collaboration Time Management

Research Analyst

Sourcescrub, Inc. dba Fair Research Center

Jun 2019 - Nov 2019 (5 months)

Maintained and updated business logs and databases, ensuring data accuracy and integrity. Conducted audits and synthesized data from various sources to support decision-making and track market trends.

Data Entry Data Analysis Market Research Database Management Reporting Time Management Problem Solving

Education

Degrees, certifications, and relevant coursework

Silliman University

Bachelor of Business Administration, Business Administration

2015 - 2019

Graduated with a degree in Business Administration, Major in Management. The program provided a comprehensive understanding of business principles, management strategies, and organizational behavior, equipping me with the skills necessary for effective leadership and decision-making in various business environments.