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I am a results-driven BPO professional with over 7 years of experience in customer service operations, agent coaching, and performance management. I currently serve as a Customer Service Team Leader, focusing on KPI monitoring, quality improvement, onboarding support, email management, and escalation handling. I am highly adaptable with strong interpersonal and communication skills, capable of mentoring teams, coordinating with cross-functional teams, and delivering reliable service excellence through proactive coaching and escalation resolution.…I am a results-driven BPO professional with over 7 years of experience in customer service operations, agent coaching, and performance management. I currently serve as a Customer Service Team Leader, focusing on KPI monitoring, quality improvement, onboarding support, email management, and escalation handling. I am highly adaptable with strong interpersonal and communication skills, capable of mentoring teams, coordinating with cross-functional teams, and delivering reliable service excellence through proactive coaching and escalation resolution.

Gicel Marris Lorilla Regala

Project Manager, Content Creator, Copywriter, +2

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I am a results-driven BPO professional with over 7 years of experience in customer service operations, agent coaching, and performance management. I currently serve as a Customer Service Team Leader, focusing on KPI monitoring, quality improvement, onboarding support, email management, and escalation handling. I am highly adaptable with strong interpersonal and communication skills, capable of mentoring teams, coordinating with cross-functional teams, and delivering reliable service excellence through proactive coaching and escalation resolution.…I am a results-driven BPO professional with over 7 years of experience in customer service operations, agent coaching, and performance management. I currently serve as a Customer Service Team Leader, focusing on KPI monitoring, quality improvement, onboarding support, email management, and escalation handling. I am highly adaptable with strong interpersonal and communication skills, capable of mentoring teams, coordinating with cross-functional teams, and delivering reliable service excellence through proactive coaching and escalation resolution.

Available to hire

I am a results-driven BPO professional with over 7 years of experience in customer service operations, agent coaching, and performance management. I currently serve as a Customer Service Team Leader, focusing on KPI monitoring, quality improvement, onboarding support, email management, and escalation handling.

I am highly adaptable with strong interpersonal and communication skills, capable of mentoring teams, coordinating with cross-functional teams, and delivering reliable service excellence through proactive coaching and escalation resolution.

Skills

Microsoft Office

CRM

Data Visualization

Experience Level

Microsoft Office

Expert

CRM

Intermediate

Data Visualization

Intermediate

Work Experience

Project Coach at Afni Philippines Inc.

April 1, 2022 - Present

Coaches and mentors agents to achieve productivity, quality, and compliance targets. Monitors individual performance using KPIs and QA metrics. Conducts regular coaching sessions and performance feedback. Supports training, onboarding, and nesting of new hires. Handles customer and agent escalations professionally.

Customer Service Representative at Alorica Teleservices Inc.

February 1, 2021 - March 1, 2022

Managed inbound and outbound customer service interactions; resolved billing, technical, and service-related concerns; maintained accurate customer documentation; consistently met quality and productivity KPIs.

Cashier Associate at Be Connected Management Services (Bench/)

April 1, 2017 - October 31, 2018

Performed cashier duties in fast-paced retail environments, processed transactions, and delivered friendly customer service.

Cashier Associate at Robinsons Supermarket Corp.

January 1, 2016 - June 30, 2016

Handled checkout operations, ensured accurate cash handling, and assisted customers with inquiries.

Cashier Associate at Super Shopping Market Inc.

August 1, 2015 - January 31, 2016

Managed cash register transactions and customer service in a retail setting.