Sheridan Lim Esguerra

Mobile: 0917.571.2116​

E-mail: [email protected]

WORK EXPERIENCE

June 2018- Until present

Tech Project coordinator

• Handles project financials to ensure project is within the budget. Deliverables reporting and follow up task to different resources to ensure success of project
• Assist project manager in delivering project requirements base on the methodology .
• Ensured general company policies and procedures was followed

May 2015-May 2018

Fraud Supervisor

• Handled a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved
• Took Escalation calls and complaints.
• Ensured general company policies and procedures was followed
• Provided Floor Support
• Assisted in the interview for new hires

• Sent to the US for training and launch of new LOB

June 2014 – May 2015

Team Manager (AT&T Uverse)

• Handled a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved
• Handled bottom quintile of the non-performing agents to help and coach them on opportunities in technical support.
• Took Escalation calls and complaints.
• Ensured general company policies and procedures was followed
• Provided Floor Support
May 2013 – June 2014 ​Supervisor (Comcast)

• Handled a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved
• Handled bottom 25% of the non-selling agents to help and coached them on opportunities in selling.
• Took Escalation calls and complaints
• Ensured general company policies and procedures was followed
• Provided Floor Support
• Handled a training class when West Billing moved to Central Billing
September 2010 – February 2013 ​Team Lead(T-Mobile USA)

• Handled a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved
• Undertook formal quarterly performance reviews  and one-on-one  weekly meetings with each agent, ensuring objectives  were continuously reviewed and linked to KPI’s
• Took Escalation calls and complaints
• Ensured general company policies and procedures was followed
• Provided Floor Support
• Attend Calibrations (Internal and External).
• POC for operation if OM was on leave / Rest day
• Handled a training class to help out the training team
• Undergone recruitment interviews to ensure the representatives are fit for the account.
• Became a Training Assistant to help out the representatives as early as training to be well adjusted to the program.
• Has been tapped to help out T-Mobile Mezza for 1 month, solely focusing on TL development like proper coaching and team handling
May 2009 – September 2010 ​Team Manager (Capital One – MAA)

• Handled a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved
• Undertook formal quarterly performance reviews  and one-on-one  weekly meetings with each agent, ensuring objectives  were continuously reviewed and linked to KPI’s
• Took Escalation calls and complaints
• Ensured general company policies and procedures was followed
• Provided Floor Support
• Handled Staffing and RTA duties. Generate Absenteeism report and monitor schedule adherence.
• POC for operation if OM was on leave.
• Facilitated a culture of open and honest two-way communication, ensuring key message are cascaded to all team members, encouraging feedback and sharing of ideas/best practice
• Attend Calibrations (Internal and External).
 

May 2007- May 2009 ​Quality Analyst (Capital One – MAA)

• Monitor Agents’ calls to maintain accounts quality of service and provide Analysis.
• Coach agents regarding their calls and give feedback.
• Create reports for operations to help them in coaching their associates
• Facilitate calibrations sessions with clients to discuss calls listened to from all sites.
• Attend Team Meetings and clarify any questions coming from agents
• Roll out updates and ensures that agents comply.
 

May 2006- May 2007 ​Customer Service Representative (Capital One – MAA)

• Maintain Performance Metrics
• Deliver Quality Calls and High Sales
• Up sell Products such as PAY and CRIwhilst activating their credit card.
 

TRAININGS

• Coaching in the zone training
• Coach (Blitz)
• Coach 101 and 102
• Coach Certification
• Variance Based Management
• Associate SKEP (skill, knowledge and enhancement plan)
• Setting Effective and Achievable Goal
• Managing AHT and Service Level
• Managing Schedule Adherence
• Action Planning
• Time Management
• Managing Team Metrics
• Queue Management
• Instant Coaching
• Induction Process
• Red Zone & Intervention
• 10 Second Quality Offense

– Program/project methodology, release management, ideation, PMQA

EDUCATIONAL ATTAINMENT

Elementary: ​Makati Hope Christian School, 1999

High School:​Makati Hope ChristianSchool, 2003

College: ​University of the East, 2007

SKILLS AND PERSONAL STRENGTHS

• Computer Literate; Microsoft Office
• Well rounded in the fields of Telemarketing, Customer Service & Inbound Sales, Troubleshooting and Billing.
• Fast- Learner & can work and converse wellwith people
• Can work well with minimal supervision.
• Goal oriented / results driven
• Command & Leadership capabilities