RICKY JADE BARBOSA
Summary
- Goal Oriented and Quality oriented that is focused on client needs. Has a thorough knowledge of teamwork and very particular in the vision of the company/client goals.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Successful Cafe Personnel leading, training and motivating employees to consistently exceed targets. Delivers exceptional service to every guest as head of high-performance team dedicated to top-notch customer relations. Competent in business management, marketing and inventory control.
- Handle all types of customer service requirements with excellent analytical, schedule management and document preparation skills. Effectively handle needs of 50 or above number customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.
Overview
7
7
years of professional experience
Work History
Team Leader
ECCO SHOES PACIFIC PTY LTD
02.2023 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Administrative Officer/Kitchen Supervisor
Michelle Esclavilla-Salar (Proprietor)
08.2021 - 06.2022
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Requisitioned and ordered ingredients, food and other supplies to maintain optimum inventory.
- Scheduled and received beverage and food deliveries, thoroughly checking delivery contents to verify product quantity and quality.
- Resolved and investigated complaints regarding service and food quality to prevent loss of business.
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
Performance Development Coach Level 2
Eperformax Contact Centers and BPO
08.2018 - 07.2021
- Experienced in handling Offline Teammates whether chat or email, Phone Teammates and Back-office group
- Extensive experience with back office working on cases specifically to Listing Practices, Infringement and Prohibited items
- Provided coaching session to each teammate to make sure that performance is addressed and set of SMART action plans are being performed
- Supervised team to make sure they answered questions knowledgeably and thoroughly
- Supervised outbound team to ensure they followed scripts and protocols while showing courtesy at all times
- Did spot-checks listening in on calls to make certain teams follow provided scripts
- Ran monthly goal contests with rewards
- Motivate the team to meet bimonthly and monthly goals set by the clients
- Interacted with clients to answer queries or raise concerns when need to in order to provide the best service to customers
Performance Analyst Level 2
Eperformax Contact Centers and BPO
07.2016 - 07.2018
- Reviewed and audited contacts either this be by email, phone and chat interactions along with reviewing and investigating customer survey responses for the account
- Facilitated calibration/group sessions regarding our quality program
- Identified areas of opportunities and reinforcements made by an agent to develop and improve the overall quality of the customer's experience during the interaction
- Took care of the overall quality of the customer interactions, making improvement recommendations to the Quality head and monitors and ensures that the result is achieved.
Education
Bachelor of Science Commerce Major in Management Accounting -
Saint Paul School of Professional Studies
Palo Leyte, 6501Bachelor of Science Commerce Major in Management Accounting -
Saint Paul School of Professional Studies
Palo Leyte, 6501Diploma in Hospitality Management
Kingsford International Institue
03.2025
Certificate IV in Kitchen Management
Kingsford International Institute
Surry Hills, NSW03.2024
Skills
- Key Performance Indicators (KPI)
- Staff Training
- Daily Workflow Improvement
- Inventory Accuracy
- Sales Tracking
- Standard Operating Procedures Maintenance
- Event Preparation
- Sanitation Control
- Cafe Operations Management
References
- Ty Bellingham, Betel Leaf Executive Chef0451 188 033
- Atty. June Carlota, Solicitor & Barrister at High Court of Australia, 0414 692 059
- Chelsea Gonzales , Ecco Multi-site Manager 0413 139 721
Trainings And Skills
- Global communications Trained ePerformax May 2014-July 2014
- Feedback and Teaching Tool (T.I.E.R - Teach, Interact, Evaluate and Review) ePerformax Contact Center and BPO, August 2016
- C.O.A.C.H Trained and Certified (Communicate, Observe, Assessment, Council and Hold Accountable) ePerformax Contact Center and BPO, June 2017
- Giraffe Communication (Non-violent Communication) ePerformax Contact Center and BPO, July 2018
- D.I.S.C (Personality Test and Approach) ePerformax Contact Center and BPO, August 2018
- Knowledge in: Microsoft Word, Excel, PowerPoint, Outlook, Agent Desktop, COACHing Model Tool, VoC Qualtrics, Medallia, NICE, Verint.
- Language Skills: Good English communication skills both in oral and written form.
Personal Information
- Age: 30 years old
- Gender: Male
- Religion: Roman Catholic
- Citizenship: Filipino
- Date of Birth: 02/26/92
Timeline
Team Leader
ECCO SHOES PACIFIC PTY LTD
02.2023 - Current
Administrative Officer/Kitchen Supervisor
Michelle Esclavilla-Salar (Proprietor)
08.2021 - 06.2022
Performance Development Coach Level 2
Eperformax Contact Centers and BPO
08.2018 - 07.2021
Performance Analyst Level 2
Eperformax Contact Centers and BPO
07.2016 - 07.2018
Bachelor of Science Commerce Major in Management Accounting -
Saint Paul School of Professional Studies
Bachelor of Science Commerce Major in Management Accounting -
Saint Paul School of Professional Studies
Diploma in Hospitality Management
Kingsford International Institue
Certificate IV in Kitchen Management
Kingsford International Institute
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