Open to opportunities

Rissa Lee Vicente

@rissaleevicente

Message

Detail-oriented operations manager with expertise in training and coaching.

Philippines

Message

What I'm looking for

I am looking for a role that fosters growth, values teamwork, and emphasizes employee development.

I am a detail-oriented operations manager with over 7 years of experience in customer relations. My expertise lies in training and learning delivery, where I have successfully facilitated onboarding and mentoring programs that enhance employee performance and organizational productivity. I am dedicated to improving customer service experiences through effective coaching and strategic planning.

In my previous role as an Operations Team Manager at Alorica, I analyzed customer service metrics to identify trends and develop strategies that increased efficiency and performance. I collaborated with team members to exceed goals and enhance client satisfaction rates, ensuring a high standard of service delivery. My commitment to excellence has been recognized with multiple awards, including Top Trainer at Alorica for two consecutive years.

Experience

Work history, roles, and key accomplishments

Operations Team Manager, Telco Account - Non-Voice - Live Messaging TSR

Alorica

Apr 2024 - Present (1 year 3 months)

Analyzed customer service metrics and KPIs to identify trends and develop strategies for increased efficiency and performance. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

KPI Tracking Data Analysis Performance Management Coaching Team Leadership Customer Satisfaction Process Improvement Strategic Planning Communication

Learning Specialist I Telco Account - Non-Voice CSR & TSR Live Chat

Alorica

Aug 2020 - Present (4 years 11 months)

Facilitated learning through demonstration lessons, onboarding, mentoring, and coaching new employees to improve their skills, knowledge, and performance effectiveness. Assessed student progress through ongoing evaluations and comprehensive technical documentation, adjusting instructional approaches as needed for optimal results.

Training Delivery Onboarding Mentoring Coaching Technical Documentation Instructional Design Performance Improvement Facilitation Employee Development Evaluation

Customer Service Representative II International Travel Account - Voice

Teletech

Apr 2018 - Present (7 years 3 months)

Managed the sale of airline tickets and handled changes in reservations, providing information on boarding aircraft, including flight delays and cancellations. Rescheduled flights using Global Distribution Systems like Amadeus, Sabre, and Airline ticketing portals.

Sabre Customer Service Flight Operations Problem Solving Communication

CSR International Travel Account | Voice

Teleperformance Philippines

Jul 2016 - Present (9 years)

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions, especially with flight reservations using Global Distribution System tools.

Customer Service Conflict Resolution Product Selection Order Management Client Relations Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

Nueva Vizcaya State University - Bayombong Campus

Bachelor in Secondary Education, General Science

Majored in General Science, gaining comprehensive knowledge in various scientific disciplines. Completed a four-year program focused on preparing for a career in secondary education.