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Key Success Attributes Juvy continues to demonstrate a consistent presence in the queue, managing a steady volume of interactions and maintaining the core operational workflows required for the role. With an Average Handle Time (AHT) of 102.76%, Juvy remains within a narrow margin of the <100% target, suggesting a fundamental understanding of call-handling expectations and a baseline ability to process customer inquiries with reasonable speed. This proximity to the goal indicates that with minor adjustments to call control, Juvy has the potential to bring this metric back into a passing status while maintaining a professional pace. Areas of Opportunity and Development Needs The primary area for development is improving case ownership and technical independence, as indicated by a Transfer Rate of 27.12% against the <25.77% target. This variance, combined with the slight overage in AHT, suggests that interactions are taking longer than the allotted time without reaching a definitiv...
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LUCIS RITCHE G. TAN Team Lead Candidate | Cross-Skill Specialist II | Peer Coach 📍 Minglanilla, Cebu, Philippines | 📞 0932-934-6248 | 📧 tnlucio2k11@gmail.com --- 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. --- 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 --- PROFESSIONAL EXPERIENCE Cross-Skill Specialist II / Peer Coach December 2017 – Present Led and coach...
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