Dagny Dominique Po

About Dagny

I support clients by ensuring their customers receive consistent, high-quality service that aligns with the client’s brand and KPIs. I focus on understanding the client’s goals—whether it’s customer satisfaction, retention, or sales—and translate those into daily team actions like coaching, performance tracking, and process improvement. I also maintain open communication with stakeholders through regular updates, reports, and feedback sessions to make sure expectations are met or exceeded. In terms of markets, I have experience supporting customers from different regions such as America and Canada. I understand that each market has different communication styles, cultural expectations, and service standards, so I coach my team to adapt their tone, empathy, and approach depending on the customer profile. When working remotely, I stay structured and results-driven. I use tools like CRM systems, communication platforms, and performance dashboards to monitor productivity and quality. I make it a point to keep the team engaged through regular huddles, one-on-one coaching, and clear goal setting. I also prioritize accountability and trust by setting expectations, tracking metrics, and being accessible whenever the team or client needs support.

Skills

Experience

• In my recent roles, I’ve been working as a Team Leader in the BPO industry, where I handled a team of agents supporting customer service operations.
• My responsibilities included performance management, coaching, handling escalations, and ensuring we consistently met client KPIs such as SLA, AHT, CSAT, and quality scores.
• I also worked closely with clients through reporting and performance reviews.
• In terms of tools, I’m experienced with CRM platforms like Salesforce and Zendesk, workforce tools like Hubstaff or IEX, and communication tools such as Microsoft Teams, Slack, and Zoom.
• I also use Google Workspace and Excel for reporting, tracking performance, and analyzing trends to drive improvements.
• For achievements, I’ve successfully improved team performance by increasing CSAT scores and reducing AHT through targeted coaching and action plans.
• I’ve also helped develop agents into top performers and future leaders, and maintained consistent SLA performance for the team.
• In some cases, I’ve handled underperforming teams and brought them back to hitting targets within a short period.
• Regarding shift flexibility, I’m very comfortable working in different shifts, including night shifts, weekends, and holidays, depending on business needs.
• I understand the nature of the BPO industry is 24/7, and I’m fully adaptable to that setup, including remote or hybrid work environments.