Narciso Luigi Lucarini
About Narciso Luigi Lucarini
Narciso Luigi Lucarini is a Customer Care Team Leader at Newfold Digital, where he leads a team of Chat Support Specialists and produces detailed performance reports. He has a background in customer service and technical support, with previous roles at TDCX, Sykes Philippines, and Dreamscape Networks.
Work at Newfold Digital
Narciso Luigi Lucarini currently serves as the Customer Care Team Leader for Chat at Newfold Digital, a position he has held since 2020. In this role, he leads a team of 12-20 Chat Support Specialists, focusing on motivation and adherence to company guidelines. He conducts weekly team meetings that incorporate motivation, strategies, techniques, and training to enhance team performance. Additionally, he produces detailed performance reports on a daily, weekly, and monthly basis to track progress and ensure that key performance indicators are met.
Previous Experience in Customer Service
Before joining Newfold Digital, Narciso worked at TDCX as a Customer Experience Specialist for five months in 2019. He also held a position at Sykes Philippines as a Customer Service Agent in the financial sector from 2018 to 2019 for one year. His experience includes analyzing escalated case volumes daily to ensure service levels are maintained. He further developed his technical skills as a Technical Services Specialist at Dreamscape Networks from 2019 to 2020.
Education and Expertise
Narciso Luigi Lucarini earned a Bachelor of Science degree in Psychology from the University of San Carlos, where he studied from 2014 to 2017. His educational background provides him with insights into human behavior, which he applies in his leadership role within customer care. This knowledge supports his ability to motivate his team and manage customer interactions effectively.
Team Leadership and Performance Analysis
In his role as Customer Care Team Leader, Narciso emphasizes the importance of team motivation and adherence to company guidelines. He analyzes case volumes to ensure that his team meets key performance indicators. His focus on performance analysis and team dynamics contributes to the overall efficiency and effectiveness of the customer care department.