Yna Mendoza
@ynamendoza
Customer Support Team Leader at TeleTech Holdings Inc. who coached agents and monitored KPIs and SLAs across North America and EMEA.
PhilippinesWhat I'm looking for
At TeleTech Holdings Inc., I led customer support teams across North America and EMEA, coached agents, and monitored KPIs and SLAs. I also managed escalations and facilitated training.
At Keywords Studios, I provided player support through email and chat, investigated gameplay issues, and escalated technical bugs to development teams. I’ve also supported franchise operations at Empeno-Reyes Foods Corp. and developed AI productivity and digital workplace skills during my professional sabbatical.
Experience
Work history, roles, and key accomplishments
Provided global email and chat support, investigated complex gameplay issues, and escalated technical bugs to development teams.
Provided multi-channel phone, email, and chat support; processed order fulfillment and coordinated directly with warehouse operations.
Delivered inbound customer support, resolved complex customer inquiries, documented interactions, and consistently met target KPIs.
Team Leader / Technical Support
TeleTech Holdings Inc.
Jan 2015 - Dec 2019 (4 years 11 months)
Led customer support teams across North America and EMEA regions; coached agents, monitored KPIs/SLAs, managed escalations, and facilitated training.
Operations Assistant
Empeno-Reyes Foods Corp.
Jan 2012 - Dec 2015 (3 years 11 months)
Supported multi-unit franchise operations, quality assurance audits, staff training, facility inspections, and direct customer service.
Education
Degrees, certifications, and relevant coursework
Asian Institute of Computer Studies
Computer Science, Computer Science
Pursued a Computer Science degree with a major in Information Technology.
Tech stack
Software and tools used professionally
Facebook Ads
Google Cloud Platform
Salesforce
Oracle
DocuSign
Zoho Mail
Workday
Dropbox
Unity
Facebook Pixel
Slack
Microsoft Teams
Zendesk
Babel
Ubuntu
iOS
Windows
Windows 10
PayPal
Google Workspace
Microsoft Office 365
Trello
Asana
Notion
Microsoft Excel
Discord
Zoom
Webex
Canva
Google Ads
LinkedIn Recruiter
Vimeo
Power BI
Microsoft 365
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
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