Summary
Overview
Work History
Education
Skills
Trainingandseminarsattended
Timeline
Generic
Lemuelle Marasigan

Lemuelle Marasigan

Santo Tomas

Summary

A highly experienced employee, who has demonstrated the ability to lead diverse teams of professional to new levels of success in a fast paced environment, proven ability to successfully analyze an organization’s critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues and improving customer service offerings.


Overview

22
22
years of professional experience

Work History

Operations Officer

Results-Cx
02.2020 - Current
  • Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
  • Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
  • Increased response to unit reports and challenged management to quickly respond to and act on reports.
  • Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
  • Interfaced with department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.

Operation Supervisor

TCL Online Services Inc.
01.2019 - 01.2020
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Team Leader/Supervisor

TELEPERFORMANCE
12.2012 - 09.2018
  • Promoted to Team Leader position to train and supervise 15 to 20 customer service representative
  • Foster an environment in which customers will enjoy high level of customer service and employees are motivated to deliver top performance
  • Elevated performance of Online Faults Team in terms of customer satisfaction
  • Received good customer commendations after a week of re-launching Online Faults Team on live
  • Special Recognition for Outstanding Customer Satisfaction for exemplary performance rendered for month of April 2012, awarded personally by Chairman Catherine B
  • Livingstone of Telstra
  • Coach agents on strengths and opportunities
  • Monitor and listen to sample calls to evaluate best practices to share in the team
  • Do group development or T Time huddle to get insight of each team members on how we will improve team performance
  • Send KPI result regularly to boost confident and build awareness to each members on where they are on their metrics
  • Highlighting positive performance of each team members to motivate them on providing excellent customer service
  • Send end of day, week to date and month to date report to our assistant call center manager regarding productivity of each team members

Marketing Supervisor

M.R. Trading LLC
06.2009 - 06.2011
  • Directed 30 employees and managed sales, inventory and cost controls
  • Maintained high standards of service and sanitation to customer and complied with Carre Four UAE regulatory guidelines

Store Supervisor

Robinsons Handyman Inc.
08.2007 - 05.2009
  • Directed 60 store employees and managed sales, inventory and merchandise display
  • Coordinate with store concessionaire regarding sales movement and merchandising of their products

Assistant Manager

East Alpha Network Inc.
03.2005 - 07.2007
  • Develop and maintain organizational strategies, operational efficiencies and proposals for improving profitability
  • Conduct daily sales meeting to sales team to provide targets and strategic plans on hitting company’s goals and targets

Administrative Assistant

National Bureau of Investigation
04.2003 - 01.2005
  • Perform general office duties such as organizing and maintaining documents, files and records
  • Schedule and coordinate various administrative matters such as travel requirements, meetings, cash advances, etc

Education

Bachelor of Arts - Mass Communication

Far Eastern University
03.2003

Skills

  • Customer Service Management
  • Administrative skills Management
  • Complaint Handling & Resolution
  • Front-End Supervision
  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service

Trainingandseminarsattended

  • 2012, New Supervisor's Training, Teleperformance, Edsa, RCA for Supervisor, Teleperformance, Edsa
  • 2013, Teleperformance Operational Procedures and Standards (TOPS) for Supervisor, Teleperformance, Edsa
  • 2014, Managing Team Performance, Teleperformance, Edsa
  • 2020, 5 C's of Customer Service
  • 2022, Customer First! The effective customer service

Timeline

Operations Officer

Results-Cx
02.2020 - Current

Operation Supervisor

TCL Online Services Inc.
01.2019 - 01.2020

Team Leader/Supervisor

TELEPERFORMANCE
12.2012 - 09.2018

Marketing Supervisor

M.R. Trading LLC
06.2009 - 06.2011

Store Supervisor

Robinsons Handyman Inc.
08.2007 - 05.2009

Assistant Manager

East Alpha Network Inc.
03.2005 - 07.2007

Administrative Assistant

National Bureau of Investigation
04.2003 - 01.2005

Bachelor of Arts - Mass Communication

Far Eastern University

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Lemuelle Marasigan