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.
Looking for a job
Lance Samaco
@lancesamaco
BPO Leader | TechSupport, Billing, Sales & Security | 14 yrs of Exp w/ 9 yrs in a Leadership Role
PhilippinesWhat 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
Looking for a job
Location
PhilippinesAuthorized to work in
Salary expectations
720k-960k PHP
Social media
Job categories
Skills
PythonSQLProject ManagementSalesData AnalysisCustomer ServiceCustomer SuccessExcelAccount ManagementPostgreSQLCustomer SupportProblem SolvingData ScienceOperations ManagementCoaching And DevelopmentPerformance ReviewsStakeholder EngagementSupportEscalation ManagementMentoring CoachingStaff TrainingTechnical SalesTeam LeadershipStakeholder ManagementKPI AnalysisLeadership CoachingSales TeamTech SalesSales KPIsSales Objection HandlingSales QuotaTechnical SupportTechnical Support OperationsTechnical Customer Service
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