With 17 years of experience in the BPO industry, Flor rose through the ranks as a project-hired technical support agent to a Senior Team Leader and Site POC for New Hire Development and Upskilling. She took the lead in performance management through targeted initiatives such as outliers’ development programs, hands-on training, and employee engagement activities. Flor worked hand in hand with Operation Managers to meet and go beyond client expectations. She has seen how customer service evolved from an ordinary phone-in inquiries to overall customer-focused experience making her a champion of Voice of Customers.
As an Operations Supervisor, her goal is to provide personalized and strategized solutions which will lead to excellent customer experience.
Name: Florentina M. Mallabo
Position: Operations Supervisor
Graduate Degree: BS Mass Communication
Languages Spoken: English
Industry Skills: Strategic Agility, Business Change Management, Data Analysis, Performance Management, People Development, Collaborative Leadership
Years in Industry -17 years in the BPO industry
Specialty within industry – Strong drive in excellent Customer Experience in Customer Service, Technical Support and advance Tech Help for Satellite TV and IPTV services, ESL Teaching Services, Telecommunication services
Personality – People-person, Analytical, Driven, Passionate, Reliable
Motivation – Provide the best life there is for my family.
Work mantra – Your level of success will seldom exceed your level of personal development because success is something you attract by the person you become. – Jim Rohn
BPO motto – Through collaborative work and true “malasakit”, we take care of our business which will allow us to take care of our employees and most importantly, our family.