joie





LUCIS RITCHE G. TAN


Team Lead Candidate | Cross-Skill Specialist II | Peer Coach


📍 Minglanilla, Cebu, Philippines | 📞 0932-934-6248 | 📧 tnlucio2k11@gmail.com



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PROFESSIONAL SUMMARY


High-performing operations professional with 7+ years of experience in contact center operations, cross-skilling, and peer coaching. Proven people leader with hands-on experience leading teams, driving KPI performance, and executing change initiatives. Recognized as a Blue Chip Awardee (Q2 2025) with consecutive Exceeding annual ratings (2024 & 2025). Ready to step into a Team Lead role with immediate impact.



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CORE TEAM LEAD COMPETENCIES


Team Leadership & People Management


KPI Management (AHT, Quality, Engagement)


Coaching, Feedback & Performance Action Plans


Attendance, Discipline & Accountability


Change & Technology Adoption


Stakeholder Communication & Escalation Handling




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PROFESSIONAL EXPERIENCE


Cross-Skill Specialist II / Peer Coach


December 2017 – Present


Led and coached frontline agents to consistently meet operational KPIs and quality standards.


Conducted one-on-ones, performance reviews, and targeted coaching interventions.


Supported daily floor operations, risk mitigation, and issue escalation.


Partnered with leadership on process improvements and change rollouts.




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LEADERSHIP & CAREER DEVELOPMENT


LEAP Program – Cohort 2025 (April 2025 – Present)


Selected for enterprise leadership pipeline program focused on execution and people leadership.


Led a team of 18 Customer Service Specialists (CSS) during LEAP stint, managing performance, engagement, and attendance.




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TECHNOLOGY & CHANGE LEADERSHIP


Point of Contact (POC) – Technology Adaptation (2025)


POC for EVEE engagement and OCS adaptations.


Led roadshows and enablement sessions to drive adoption and engagement.


Collaborated with stakeholders to address gaps and improve utilization.




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PERFORMANCE & RECOGNITION


🏆 Blue Chip Awardee – Q2 2025 (Cross-Skill Specialist II)


⭐ 2025 Year-End Rating: Exceeding – Business Results, Client/Customer/Stakeholder, Teamwork & Leadership


⭐ 2024 Year-End Rating: Exceeding – Business Results, Client/Customer/Stakeholder, Teamwork & Leadership




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TRAINING


HMM Coaching | HMM Career Management | HMM Team Management | HMM Presentation Skills | HMM Diversity, Inclusion & Belonging



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Internal posting – References available upon request.

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