REYNALDO A. HIDALGO

**** *. **** ****** ****

Unit 1010 Bldg 16

Las Vegas, Nevada 89147

Cellphone nos. 702-***-****

Email address: acfgk1@r.postjobfree.com

WORK EXPERIENCE

FEB. 8, 2013 - JULY 25, 2014 SENIOR OPERATIONS MANAGER

Infosys

Alabang, Muntinlupa City, Philippines

DSL/Inbound Technical Support and Service Desk

Accounts Handled: AT&T Uverse and Telstra

Global

1. Involves leading and delivering complex client engagements that

identify, design, and implement creative business solutions

2. Responsible for providing excellent customer service and determining

needs of the client

3. Implement and oversee the quality of deliverables, manage team

relationships effectively to ensure exceptional SLA and KPI

performance such as NPS,FCR,AHT, ASA and ABR

4. Establish operational objectives and work plans and conduct regular

meetings to improve productivity and efficiency

5. Strengthen operations management through design and audit end-to-end

performance management system

6. Acts as second level of escalation for end-users. Checks status of

level 1 escalations and drive closure

7. Partners with client (both internal and external) to increase

efficiency through automation process

MAY 5, 2012 - FEB. 7, 2013 SENIOR OPERATIONS MANAGER

PacificHub Corporation

Mandaluyong City, Philippines

Outbound Sales

Accounts Handled: Optus and Energy Australia

1. Development, implementation and oversight of outbound sales

programs.

2. Manage multiple telemarketing campaigns ensuring programs are

monitored, delivered in a timely

manner, hit or exceed budgeted SPH.

3. Provide support to internal customer service team on

sales/customer service cross sell efforts.

4. Conceptualize/develop the telemarketing strategy including

offers, scripting, campaign timing

process changes, etc.

5. Execute sales script development including tests.

6. Manage the implementation of continuous program improvements

including the development of

vendor standards.

7. Assist in the preparation of annual budgets and business

analysis.

8. Develop and oversee quality assurance process and standards.

9. Supports business development and implementation teams on all

third-party telemarketing

contract and pricing negotiations.

10. Lead outbound sales delivery and take responsibility for all

financial KPIs and SLAs.

OCTOBER 3, 2011 - MAY 3, 2012 ORDER TO CASH LEAD

Accenture, Inc.

Quezon City, Philippines

Finance and Accounting

Business-to-Business Collections

and Credit Management

Account handled: Panalpina

1. Review and analyze service level agreement to understand root causes

of poor collections and low productivity and efficiency of credit

management functions. Use data from call observations to create

quality improvement action plans to drive higher collections of

accounts receivable. Manage the efficient delivery of timely,

accurate and quality service to the clients' expectations by improving

work processes and instituting control plans on identified leading

metrics. Monitor and manage progress of SLAs.

2. Interact with clients through calls and email correspondence reporting

progress of open action items, design of robust action plans and help

needed to ensure efficient delivery of SLAs

3. Supervise collections team leads on timely submission of deliverables

including auditing coaching and training plans to maximize

capabilities of collectors meeting targets

4. Act as Operational Excellence focal to drive process improvement to

reduce costs and maximize speed, quality and productivity

JUNE 30, 2008 - October 2, 2011 OPERATIONS MANAGER

Accenture, Inc.

Mandaluyong City, Philippines

Accenture Contact Center Services

DSL/Inbound Technical Account

Account handled: AT&T Tier 1

JOB DESCRIPTION:

1. Manage and coordinate the integrated operational infrastructure of the

project. Participate in the development, implementation &

administration of unit policies, systems and procedures. Prepare

operational analyses and reports, and audits current procedures to

monitor and improve efficiency of operations. Manage the day-to-day

activities of one or more unit line functions as appropriate.

2. Identify issues affecting customer service and resolve them. Offer

people management skills within the team, setting performance

standards and proactively managing the development of staff to ensure

professional skills, motivation and customer service results.

3. Reduce unmanaged attrition by providing effective coaching and support

for individuals who are challenged with their metrics and performance,

while also and effectively managing out non performing agents. Reduce

absentee rate to below 5% by improving engagement within the program

and creating a comfortable working environment.

4. Provide feedback to improve performance. Ensure that timely coaching

is provided to each of the assigned 6 team leads on a weekly basis

focusing specifically on performance feedback

5. Meet deliverable requirements/service level measures/specific targets

as set by the client

6. Supervise assigned team of 6 Technical support team leaders and 6

subject matter experts/floorwalkers responsible for telephone based

DSL Customer Service real-time

7. Serve as mentor & coach to the team leaders on the floor and act as

2nd point of escalation on the floor to the assigned cluster in

resolving difficult customer situations

8. Have a high level of proficiency with regard to client's services,

policies, and site. Ensure timely, accurate and consistent delivery of

updates. Includes the dissemination of project specific information,

provided clarifications and guidelines to enhance

understanding/competence relative to client-specific information and

handling different customer transactions.

9. Act as Operational Excellence POC to ensure efficiency and

productivity of the project through designing of control metrics, 3 x

3 scorecards, and process maps

10. Act as Information Security Management System Coordinator to ensure

compliance of company's and client's security policies and reduce

potential risks of infringements through daily audits, trainings, and

issuance of timely corrective, progressive action

2007 - JUNE 21, 2008 ASSISTANT CALL CENTER MANAGER

Teleperformance

14/f Octagon Bldg

San Miguel Ave., Ortigas, Pasig City

Inbound Customer Service

Account Handled: Sprint

JOB DESCRIPTION:

1. Manage the client relationship and ensure full compliance with

contractual requirements.

2. Set and meet performance targets of speed, quality and efficiency and

plans areas of improvement and product development to promote

exceptional customer service.

3. Record and report statistics, user rates and performance levels of the

call center operations.

4. Liaise with the call center supervisors and execution team for both

levels to have better understanding of the current situation of the

call center operations.

5. Direct and develop the call center supervisors to consistently,

effectively motivate and lead their front line specialists.

6. Ensure adherence of staff to company policies.

7. Continually investigate and introduce process improvement measures and

present suggestions to Call Center Operations Direction for

consideration.

2006 - 2007 SUPERVISOR

Teleperformance

1. Responsible for supporting, coaching, directing, and evaluating a team

of 17 CSRs

2. Consistently exceeding expectations in major measurable KPIs such as

CSAT, QA, AHT and sales

3. Ranked 1 out of 83 supervisors in phone sales (highest revenue-

generating product of account) for the 1st and 2nd quarters of 2006

4. Delegate, 2006 International Customer Care Supervisor Summit

APRIL 14, 2004 - 2006 CUSTOMER SERVICE REPRESENTATIVE

Teleperformance

1. Responsible for answering inbound calls of US customers regarding

their plans, services, billing and technical issues

2. Has consistently exceeded targets on CSAT, QA, and AHT

EDUCATIONAL BACKGROUND

1996 - 2000 CENTRO ESCOLAR UNIVERSITY

Mendiola, Manila

School of Accountancy, Business,

Secretarial and Public Administration

(ABSP)

B.S. COMMERCE

Major in Computer Science and Information

Systems

CHARACTER REFERENCE

Available upon request.

Contact this candidate