JOHN LEO ATIENZA

Team Leader
PROFILE
I’d been a Customer Service
Representative for 6 months on Macy’s
Omni channel. Then I was given an
opportunity to be an Acting Team Leader
in FTD for a seasonal account for a month
and able to hit the incentives and metrics
for my team. After FTD I remained an agent
in Macy’s Omni Channel until July 2019
before I got promoted as a Subject Matter
Expert in Macy’s Omni Channel. I was also
given an opportunity to be an Acting Team
leader in Macy’s before the account's
sunsets for 2 weeks. Then I was transferred
to Grubhub and up to present I am a Team
manager in Grubhub Place and pay.
I’ve been a Team Manager for 3 years now
and have been hitting all our metrics
consistently for the past 2 years including
CSAT, AHT, Quality, BTP, Service Level, and
Absenteeism.
I’ve been a Virtual Assistant for 3 months in
upwork as part-time doing random tasks
given to my clients.
I’ve been a Real Estate Agent for 9 months
in a local realty in our province. We are
selling units from different subdivisions as
well as land.
CONTACT
PHONE:
09358147693
EMAIL:
Jlatienza436@gmail.com
HOBBIES
Travel
Watch Movies
Listen To Music
Workout
Freedive
EDUCATION
Batangas State University – JPLP Malvar Campus
Bachelor of Civil Engineering Technology
June 2014 – June 2018
WORK EXPERIENCE
Alorica Customer Service Representative
September 2018 – July 2019
Take phone calls, assist customers and satisfy them, hit the KPIs CES, Quality,
CSAT, CP60, and other metrics.
Alorica Subject Matter Expert
July 2019 – May 2020
Hourly score update for the site running CES, Call listening with agents and
coaching sessions, take escalation calls, Daily EOD Report of the team, Daily
spot-check, giving updates to the team, Motivate and oversee the team to hit
those goals, plot lost hours in spectrum.
Alorica Team Manager
July 2020 - Dec 2023
Staffing management, EOD report, Game plan, Performance Review, editing of
time sheet, taking escalation calls, giving updates to the team, Quality
Evaluation, uploading coaching summary in CFR tool, Call listening with agent,
coaching sessions, creating incident reports, and hitting the KPIs for the team.
Upwork Virtual Assistant (Part-time)
Nov 2021 - Feb 2022
Inbound and outbound sales selling the product of the client Data Entry random
tasks given my client Social Media Manager Facebook, Instagram, Linkedin,
Trello, and many more. Case Manager answering calls for claimants doing
Appointment Setup, and Skip Tracing to find claimants through skip tracing tools.
Real Estate Agent (Part TIme)
Jan 2023 - Sept 2023
Social Media posting, Talking with potential buyers, Tripping of the buyer on the
actual unit, Explaining the details of the unit and the mode of payment.
SKILLS
● Coaching agents
● General virtual assistant
● Social Media Manager
● Appointment Setter
● Answering Customer Service Calls inbound and outbound
● Microsoft Excel, word, outlook and powerpoint
● Business Review with client
● Take escalation calls
● Team Management