Angeline Lorenzo

Customer Service Supervisor

Collins Aerospace

Jul 2024 - Current (2 years 1 month)

Supervise a team of customer service analysts to ensure consistent, high-quality delivery. Developed and established the KPI in line with the goals set. Resolve escalated issues from customers, cross-functional teams, and management. Conduct team meetings and coaching sessions to foster performance and career development. Monitor support interactions for quality assurance, using insights to identify training gaps and customer pain points. Serve as the department contact for cross-functional projects and process enhancements. Collaborate with HR on performance management, promotions, and employee relations. Produce regular performance reports to identify trends and areas for improvement. Additionally, while data entry may seem non-relevant,

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Customer Service Shift Leader for Travelperk

Yngen Datacom

Aug 2022 - Jul 2024 (2 years)

Supervise the performance and development of 10 customer care team leaders across all shifts Manage KPI metrics: CPH, CSAT, AHT, SLA compliance and resource capacity Conducted weekly coaching and strategic planning at the team level Point of contact for operational concerns and escalations Supported recruitment and workforce planning, including retention and attrition management Led shift performance reviews and skip-level meetings Performance data analysis, interpretation, and reporting to higher management through site weekly performance review Spearheaded new projects: built two special task teams, established and monitored their KPIs, and ensure that these are being met through performance management Serves as one of the leads for all e

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Customer Service Team Leader

Yngen Datacom

Jul 2021 - Jul 2022 (1 year 1 month)

Supervised the performance and development of 15 customer care agents Monitored attendance, productivity, and daily performance metrics. Delivered coaching, QA evaluations, and performance improvement plans. Handled client escalations and Slack communications; supported agent-level recruitment. Facilitated training and documentation of internal performance reports.

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Customer Service Agent

Yngen Datacom

Jan 2020 - Jan 2025 (5 years 1 month)

Provided B2B support via email and calls for hotel, flight, and train bookings. Resolved Tier 1 customer concerns and coordinated escalations as needed. Ensured client satisfaction and adherence to KPIs and service standards.

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ESL Teacher

Jan 2018 - Jan 2019 (1 year 1 month)

R

R&D Specialist

Jan 2017 - Jan 2018 (1 year 1 month)

C

College Instructor

Jan 2013 - Jan 2016 (3 years 1 month)

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