Ma Kristelle Gallo

I am a reliable and performance-driven professional with almost 13 years of experience in customer support, team leadership, and process management. Throughout my career, I have built a strong track record of meeting and exceeding client goals, developing team members, and finding more efficient ways to get things done. I take pride in working with integrity, staying focused on quality, and creating a positive environment for both customers and colleagues.

In my role as a Team Leader at Concentrix, I lead a team of agents by setting clear goals, offering regular support, and recognizing top performance. I identify training needs and provide one-on-one or group coaching to help team members improve. My experience as an L2 Mentor at Convergys allowed me to act as the go-to person for complex customer issues, helping teammates resolve problems efficiently while providing regular feedback to support their growth.

My technical skills include customer service and technical support, process improvement and management, and technical troubleshooting. I am proficient in Microsoft Office 365 applications, Google Workspace, and CRM tools like Microsoft Dynamics 365. I am committed to continuous improvement and ensuring high-quality service delivery.