Team Leader responsible for the day-to-day activities of the Manila CEC Office and Team.

Headed the evaluation of the company Knowledge Base and Learning aids review, implementing a systematic KB improvement process delivering 95% of all company-related client and internally focused based documentation.

Liaised with Senior Management recommending process improvement, refining OfficeProcedures, and streamlining Team accountability and tracking.

In-depth analysis of SLA target shortfalls with the recommended course of action for improvement where applicable.

Monitoring and mentoring of staff to maintain a positive outlook, affirmative, positive corporate culture, and awareness of company direction and growth opportunities.

Responsible for training new hires including onboarding, setting up training schedules, and creating and updating training materials to ensure they understand their roles.

Maintain staff timekeeping, making sure that everyone adheres to the assigned working hours preventing gaps or downtime with our counterpart Team in Barcelona CEC Office.

General management of reports including the preparation of the Team's monthly results/performance, ticket overviews, SLA analysis, and review,

hospital catalogs, etc.

Providing fair, constructive, and timely feedback toward performance expectations and goals to staff.

Providing customer support and training to medical operators, hospital staff, and remote experts on a remote assistance solution for medical environments.