Teresa Mangila
@teresamangila
Dedicated BPO professional with 15 years of management experience.
NetherlandsWhat I'm looking for
With 15 years of experience in the BPO industry, I have honed my skills in various international campaigns, demonstrating a strong commitment to organizational growth and professional development. My journey began as a Customer Service Representative at Teletech Philippines, where I quickly learned the importance of customer satisfaction and operational efficiency.
Throughout my career, I have advanced to roles such as Workforce Senior Real Time Analyst, where I managed multiple campaigns for retail and financial sectors. My expertise in strategic real-time queue management and data interpretation has allowed me to optimize productivity and maintain accurate headcount numbers. I am now seeking a management position that will enable me to leverage my extensive experience while continuing to grow professionally.
Experience
Work history, roles, and key accomplishments
Workforce Real Time Analyst
Iqor Philippines
Feb 2023 - Present (2 years 4 months)
Currently performs real-time analysis and queue management for the T-Mobile campaign. Focuses on optimizing agent productivity and ensuring efficient BPO operations through strategic scheduling and data interpretation.
Specialist
Iqor Philippines
Jul 2022 - Jan 2023 (6 months)
Worked as a Specialist supporting the T-Mobile campaign. Handled specific account tasks and provided dedicated support for T-Mobile operations.
Workforce Senior Real Time Analyst
Sitel Philippines
Nov 2014 - Jul 2022 (7 years 8 months)
Managed real-time queues and optimized agent productivity across multiple retail and financial campaigns. Utilized data interpretation and strategic scheduling to maintain accurate headcount and handle downtime effectively.
Education
Degrees, certifications, and relevant coursework
Pamantasan Ng Lungsod Ng Pasig
Bachelor of Secondary Education, English
2004 - 2008
Completed a Bachelor's degree in Secondary Education with a focus on English. Studied pedagogical methods and English language arts.
Manggahan High School
High School Diploma, General Studies
2000 - 2004
Completed secondary education requirements. Focused on core academic subjects.
Tech stack
Software and tools used professionally
Availability
Location
NetherlandsAuthorized to work in
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