Leslie King Baylon

Experience

• 

  TELUS International Philippines

  Dec 2008 - now

  - Lead, manage, and coach individuals to improve skillset and driveperformance through collaborative effort that encourages learning, growth,and teamwork.- Oversees the team with the following tasks: *Provide technical and developer support to customers using Cloud Platform products solutions and APIs *Ability to reproduce customer issues in order to efficiently provide a holistic fix *Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions *Work closely with internal support teams to improve cloud products at a senior level *Provide assistance and guidance to users through public forumsBig Data Shard - July 2021- - PresentNetworking Shard - March 2020 - June 2021 Show less - Lead, manage and coach individuals to improve skill set and driveperformance through collaborative effort that encourages learning, growth,and teamwork.- Oversees the team with the following tasks: *Handles the billing calculations for all GCP products, and provides both internal and external APIs for accessing billing information. *Determine validity of charges and provide adjustments as deemed necessary by following client guidelines. *Assists customers with payment concerns, invoicing, and cancellations Show less Monitor and analyze frontline agents’ calls, emails, or chats to helpoperations drive consistency through quality assurance and ensureexcellent customer experience to maintain client confidence and trust.- Audits at least 20% of closed cases on a weekly basis ad provides analysis ofcommon drivers based on client requirements and guidelines- Facilitates Quality huddle sessions and initiatives with operations to addressany challenges to drive performance- Participates in calibration sessions with the Client and Global Quality- Assurance team to ensure consistency and accuracy of audits- Provide training needs analysis for Learning Services to create trainingmaterials Show less

  • Team Leader- GCP Tech

    Mar 2020 - now

  • Team Leader - GCP Billing

    Nov 2017 - Feb 2020

  • Quality Assurance Analyst - GCP Billing

    Aug 2016 - Oct 2017

  • Quality Assurance Analyst - Sprint Collections

    Sept 2014 - Jul 2016

  • Resolutions Specialist - Telus Mobility

    Nov 2012 - Aug 2014

  • Customer Service Representative - Telus Mobility

    Dec 2008 - Oct 2012