Seeking opportunities for growth, collaborative environment where I can contribute meaningfully, and alignment with my values and interest. Additionally, I value a supportive workplace culture that fosters both personal and professional development.
Lance Samaco
@lancesamaco
BPO Leader | TechSupport, Billing, Sales & Security | 14 yrs of Exp w/ 9 yrs in a Leadership Role
What I'm looking for
• Total of 14 Years of BPO experience, 9 years of which are in a Leadership role
• Experience in both written and verbal methods of communication with customers with solid background in technical support, billing, sales, and security.
• Above average skills in Microsoft Office applications including advanced Excel, Sharepoint, Power Automate, Power Apps, and Power-BI
• Passionate with data science and analytics with skills in programming tools like Python, and SQL, as well as data visualizations such as Power-BI
• Experienced in handling teams consisting of frontline employees and data analysts.
Experience
Work history, roles, and key accomplishments
Operations Manager
Concentrix
Aug 2020 - Sep 2023 (3 years 1 month)
• Handles 8-10 Team Leaders and 4-5 Data Analysts
• Manages stakeholders both within the company and with US Based clients by representing the company in business reviews
• Improve operational processes, systems, and best practices
• Coach and provide feedback to team leaders to align towards business goals • Perform quality controls and monitor KPIs
• Conducts monthly performance reviews
Team Leader
Concentrix
Mar 2014 - Aug 2020 (6 years 5 months)
• Handles 15-20 Agents
• Empowers team members with skills via weekly coaching and feedback to improve confidence, product knowledge, and communication skills
• Create a pleasant working environment for the team through various engagement activities for agent retention.
• Conduct training to team members and establish action plans to maximize agents' full potential to achieve goals
Subject Matter Expert
Concentrix
Mar 2012 - Mar 2014 (2 years)
• Supports the entire program/line of business by assisting agents with their questions and concerns
• Conducts teachback sessions with agents to transfer knowledge to better achieve company goals
• Ensures accuracy of information provided to agents by fact-checking and validation
• Handles escalated calls from agents
• Creates and establishes reportings based on the programs needs.
Sales Representative
Concentrix
Apr 2011 - Mar 2012 (11 months)
• Experience in both written and verbal modes of communication in Sales
• Sells products and services to prospective customers
• Overcome objections by using solid arguments to upsell
• Reach and exceeds monthly sales quota by performing cost-benefit analysis with future customers
Technical Support Representative
Concentrix
Apr 2010 - Apr 2011 (1 year)
• Experience in both written and verbal communications in technical support • Experience in a Telecommunications company assisting customers with issues with internet, phone, and/or cable services.
• Assists customers with billing concerns and provides necessary adjustments when warranted
• Ensures all KPIs are achieved by providing excellent customer service to all customers.
Technical Support Representative
Teletech
Apr 2009 - Dec 2009 (8 months)
• Experience in a Telecommunications company assisting customers with issues with internet, and phone
• Ensures all KPIs are achieved by providing excellent customer service to all customers.
Education
Degrees, certifications, and relevant coursework
Lance hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
Skills
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