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Actively looking·38 yrs old6 yrs exp
Cilecidad R. Alarcon
Philippines38 years old·Actively looking for jobs
Verified TalentProfessionalSenior TalentLeadership ExperienceClient-Facing ExpertVerified CVPortfolio ReadyAvailable NowIdentity Confirmed
Expected rate
$6 – $10 / hr
Full-time
Phone Number
Available after invite
Email Address
cel••••••••••••@•••••.com
Profile Created
May 2, 2026
Earliest Availability
Immediate
Current Location
Palayan City, Nueva Ecija
English Level
Professional
About Cilecidad
Results-driven BPO Team Leader with over five years of experience in customer service operations, process improvement, and team leadership. Proven ability to exceed KPIs, streamline workflows, and foster high-performance team cultures. Adept at conflict resolution, knowledge management, and leveraging AI tools for enhanced operational efficiency.
Skills
Microsoft OfficeExcelPowerPointGoogle WorkspaceWordPressHubSpotCRMCanvaTrelloAsanaOpenAIChatGPTGeminiClaudeZendesk AI
Experience
- As a BPO Team Leader, Cilecidad managed and led teams of 20-25 customer service representatives across voice, chat, and email channels from October 2024 to January 2026.
- This role involved coaching and mentoring agents through regular 1:1 sessions, providing feedback, and conducting performance reviews to foster a positive and high-performance team culture, ultimately improving engagement and retention.
- Prior to this, Cilecidad served as a Lead-CS Associate, consistently exceeding KPIs and maintaining excellent service level agreements.
- Earlier roles included Subject Matter Expert and Resolution Specialist, where Cilecidad focused on complex escalations, policy clarifications, knowledge management, and root cause analysis for issue resolution.
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