Kevin Alone Email & Phone Number | Resolution desk and escalations supervisor in advance technical support on new Apple and Android smartphones with knowledge on network and service impact. Adding leadership academy and business management certification training on handling a new team and new team leaders as assets to influence motivation and performance. Professional Experience CONVERGYS - CONCENTRIX │ Clark, Philippines Senior Team Leader (April 2017- Present) • Averaged 102% over-all site attainment quarterly by conducting escalation and resolution-finding training to subject-matter experts. • Led quality assurance on accurate resolution call calibration and call flows. • Used data-driven decision making and deep-dive analysis based on skill gaps and behavior trends of agents to performance. • Led the new resolution process for software bugs and fixes for any updates on new smartphones to network. Skills and Expertise • People Management Skills • Trend to Root-Cause Analysis Behavior Coaching Skills • Facilitation on new process improvements via Teams and Zoom • Catalyst at resolution-finding on product software issues and bugs • PowerPoint and Skill Transfer Materials Creator and Administrator • Extensive experience in Microsoft Office 365 • Excellent oral and written communication skills SUTHERLAND GLOBAL SERVICES │ Clark, Philippines Consultant: Collections Specialist, Technical Support and Customer Care (May 2015- January 2017) Outbound Calling (Collections) Customer Service, Technical and Billing Support (U.S. Genesis Financial Solutions) IQOR PHILIPPINES │ Clark, Philippines Subject Matter Expert and Collections Specialist (May 2013-January 2015) Inbound and Outbound Calling (Collections- U.S. Credit One Bank) Subject Matter Expert: Train and assist front-liners for quality enhancements and control. Supervisory queue and back-end audits: takes, monitors and reviews calls. Education Bachelor of Science in Business Administration Major in Business management (2020 - Present) HOLY ANGEL UNIVERSITY Angeles City, Philippines

Kevin Alone

Resolution desk and escalations supervisor in advance technical support on new Apple and Android sma...
Concentrix, Ayala Ave, Philippines

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Kevin Alone’s Email kevin.alone@concentrix.com

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Kevin Alone’s Location Concentrix, Ayala Ave, Philippines

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Work Experience

Concentrix Cvg

Team Lead Manager

Present

Concentrix

Team Lead Manager

2017-04-01 00:00:00 - Present

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Kevin Alone is located at
Concentrix, Ayala Ave, Philippines

Kevin Alone is a Resolution desk and escalations supervisor in advance technical support on new Apple and Android smartphones with knowledge on network and service impact. Adding leadership academy and business management certification training on handling a new team and new team leaders as assets to influence motivation and performance. Professional Experience CONVERGYS - CONCENTRIX │ Clark, Philippines Senior Team Leader (April 2017- Present) • Averaged 102% over-all site attainment quarterly by conducting escalation and resolution-finding training to subject-matter experts. • Led quality assurance on accurate resolution call calibration and call flows. • Used data-driven decision making and deep-dive analysis based on skill gaps and behavior trends of agents to performance. • Led the new resolution process for software bugs and fixes for any updates on new smartphones to network. Skills and Expertise • People Management Skills • Trend to Root-Cause Analysis Behavior Coaching Skills • Facilitation on new process improvements via Teams and Zoom • Catalyst at resolution-finding on product software issues and bugs • PowerPoint and Skill Transfer Materials Creator and Administrator • Extensive experience in Microsoft Office 365 • Excellent oral and written communication skills SUTHERLAND GLOBAL SERVICES │ Clark, Philippines Consultant: Collections Specialist, Technical Support and Customer Care (May 2015- January 2017) Outbound Calling (Collections) Customer Service, Technical and Billing Support (U.S. Genesis Financial Solutions) IQOR PHILIPPINES │ Clark, Philippines Subject Matter Expert and Collections Specialist (May 2013-January 2015) Inbound and Outbound Calling (Collections- U.S. Credit One Bank) Subject Matter Expert: Train and assist front-liners for quality enhancements and control. Supervisory queue and back-end audits: takes, monitors and reviews calls. Education Bachelor of Science in Business Administration Major in Business management (2020 - Present) HOLY ANGEL UNIVERSITY Angeles City, Philippines