Contact
nrclaguna@gmail.com
09682018544
Cebu, Philippines
Education
2007 – 2009
University of San Carlos
Computer Software Engineering
Grade: College
Skills
- Problem Solving
- Microsoft Excel
- Workforce Management
- Operations Management
Niño Ruziel Laguna
Team Leader | Operations
About Me
As a Team Leader, I have successfully guided teams to meet and exceed performance goals through mentorship, effective workload distribution, and process improvements. As a Real-Time Analyst, I ensured operational efficiency by monitoring performance metrics, addressing variances, and collaborating with stakeholders to implement actionable solutions. Together, these experiences allow me to bring a comprehensive approach to team management and operational optimization, making me well-suited to contribute to the success of any company looking to improve both team performance and operational efficiency.
Work Experience
Jul 2022 – Present · 3 yrs 8 mos
The Virtual Hub Philippines
Team Leader
Responsible for managing and guiding a team of virtual assistants to deliver exceptional support and meet performance goals. This role involves overseeing daily operations, providing mentorship, and ensuring high-quality service delivery. I monitor productivity, address challenges, and collaborate with clients and stakeholders to align team efforts with business objectives.
- Supervise and support a team of virtual assistants to ensure task completion and quality standards.
- Monitor performance metrics, provide feedback, and implement improvement plans.
- Act as a point of escalation for complex issues, offering resolution and guidance.
- Coordinate workload distribution and ensure adherence to deadlines.
- Foster a collaborative and productive team environment through training, coaching, and motivation.
Feb 2021 – Jul 2022
24-7 Intouch
Real Time Analyst
- Monitor real-time performance data, including call queues, agent activity, and service levels.
- Analyze and resolve service level issues, taking corrective action as needed.
- Communicate with operations teams to address adherence discrepancies and optimize agent productivity.
- Provide timely updates and reports to stakeholders on performance metrics and adjustments.
- Collaborate with scheduling and forecasting teams to align real-time management with long-term plans.
- Identify trends and anomalies, offering recommendations for process improvements.