TRISTAN MARTIN C. DE LEON

California Garden Square Glenhaven Tower 1 11-P

D.M. Guevarra St. Mandaluyong City

+63-998-*******

+632-*******

acgasx@r.postjobfree.com

OBJECTIVE To exercise my knowledge and skills on People Management and

Customer Service; and eventually learn and gain excellence about

my chosen endeavor.

HIGHLIGHTS OF QUALIFICATIONS

. Efficient and productive - manages to get things done quickly yet

organized

. Keen and positive - possesses a perky personality and maintains a high

standard image

. Sincere and committed - focused to make quality results and/or

customer service

. Friendly and accommodating - able to communicate and reach out to

other persons

ACADEMIC BACKGROUND

2000-2004 CENTRO ESCOLAR UNIVERSITY

Mendiola, Manila

Bachelor of Science in Commerce Major in Management

1996-2000 AQUINAS SCHOOL

San Juan, Manila

1990-1996 AQUINAS SCHOOL

San Juan, Manila

MANAGERIAL EXPERIENCES:

. Over 8 years of being an Operations Manager / Team Leader

. Successfully launched 5 Accounts as an Operations Manager with FIS,

JPMorgan Chase, & Accenture

. Most FTEs handled (200-215)

. Managed Quality & Training Teams

. Seasoned leader in managing Financial Accounts with products such as

Credit Cards, Debit Cards, Checking Accounts, Savings Accounts,

Certificate of Deposits, etc.

. Has had wide experience of facilitating Weekly, Monthly, & Quarterly

Business Reviews

. Initially rolled out PIP in JPMorgan

. Awarded OM of the year with Accenture in 2009

. Has experience managing CSAT, NPS, FCR, AHT, Attrition, Adherence,

Service Level, & Quality

. Educated in different ACTS the United States is implementing over

Financial Institutions such as the Credit Card Act, Truth in Lending

Act, Fair Credit Reporting Act, Money Laundering Control Act,

Servicemembers Civil Relief Act, etc.

WORK EXPERIENCES

February 2013 - September 2013 Operations Manager

FIS Global Solutions

Banking & Financial Services (American

Express)

. Launched 2 products of American Express which are Bluebird & Serve

. Handled a division composing of 7 Team Leaders, 4 Team Coaches, & at

least 120 Agents

. Facilitated Weekly, Monthly, Quarterly Business Reviews with the

client

. Managed the Quality & Training teams

. Created Action Plans with group of Team Coaches and Team Leaders and

updates them about the team's performance and the division's standing

. Took escalations from the client & did investigations on different

customer scenarios

. Conceptualizes projects, and executes any project as may be designed

. Successfully performs additional duties as assigned

May 2010 - December 2012 Unit Manager

JP MORGAN CHASE & CO.

Banking & Financial Services (Consumer,

Escalations, Sales)

. Launched 2 Lines of Businesses which are Sales & Escalations

. Handled a team composing of 2 Supervisors & 30 Telephone Bankers

. Facilitated Weekly, Monthly, Quarterly Business Reviews with the

client

. Monitored the sales of the division & ensured that we were meeting

monthly targets

. Leads/coordinates investigations from customer escalations with other

departments

. Conceptualizes projects, and executes any plans as designed

. Successfully performs additional duties as assigned

May 2008 - March 2010 Operations Manager/

Payments & Audit Manager

ACCENTURE PHILIPPINES

Oilfield Services Company

. Launched the account from Day 1

. Hired the entire support group for operations & 50% of the frontliners

. Facilitated Weekly, Monthly, Quarterly Business Reviews with the

client

. Handled a team of 4 Supervisors, over 120 Processors & Auditors

. Worked with at least 25 countries to coordinate disbursement of

payments

. Created Action Plans with group of Supervisors and updates them about

the team's performance and the division's standing

. Took escalations from the client & handles it accordingly

. Conceptualized projects, and executes any project as may be designed

. Successfully performs additional duties as assigned

April 2007 - April 2008 Supervisor /Team Lead

ACCENTURE PHILIPPINES

Broadband Internet Account (U.S. Account)

. Launched the account from Day 1

. Responsible for driving team's key performance indicators

. Prepared reports to update the team and track their performance as a

group, and delivers reports to the management team as well as to the

representatives of the client(s)

. Created Action Plans with his/her group of agents and updates them

about the team's performance and the division's standing

. Monitored agents on the team randomly to spot check and validate the

QA scores

. Took escalated calls from agents and/or other Team Leaders

. Conceptualized projects, and executes any project as may be designed

and assigned to coaches by managers

. Successfully performs additional duties as assigned

. Handled a team, usually composing of 18 people/ doing floor support if

needed

June 2005 - December 2006 Supervisor /Team Lead

VENTUS - Parlance Systems, Inc. (ePLDT)

Satellite System Account, USA - Technical

and Customer Service

. Responsible for driving team's key performance indicators

. Prepares reports to update the team and track their performance as a

group, and delivers reports to the management team as well as to the

representatives of the client(s)

. Provides feedback and coaching to agents/customer service

representatives

. Conducts one-on-one sessions with agents at least once a week

. Creates Action Plans with his/her group of agents and updates them

about the team's performance and the division's standing

. Monitors agents on the team randomly to spot check and validate the QA

scores.

. Prepares Performance Appraisal Report for each CSR in the team

. Takes escalated calls from agents and/or coaches

. Goes through constant training to get updated on product information

. Conceptualizes projects, and executes any project as may be designed

and assigned to coaches by managers

. Successfully performs additional duties as assigned

February 2005 - May 2005 Senior Customer Service Representative / SME /

Assistant Team Lead

VENTUS - Parlance Systems, Inc. (ePLDT)

Satellite System Account, USA - Technical

and Customer Service

. Handled both inbound billing and customer service calls (as CSR 1) and

outbound (welcome and survey) calls for new and existing customers of

a competitive US-based direct broadcast satellite TV provider (Dish

Network)

. Took escalated calls and provides floor support if needed (as CSR 3)

. Listening to new hires when they start taking calls, also provides

feedback

. Handling a team for coverage if a Supervisor is on vacation leave or

absent

May 2004 - February 2005 Senior Customer Service Representative

VENTUS - Parlance Systems, Inc. (ePLDT)

Satellite System Account, USA - Technical

and Customer Service

Handles both inbound billing and customer service calls (as

CSR 1) and outbound (welcome and survey) calls for new and

existing customers of a competitive US-based direct broadcast

satellite TV provider

. Specifically explaining business rules and other disclosure that

customer will need to know. Billing and programming is the majority of

the concerns that we handle. My job is to give world class customer

service to all our customers, making sure that we give them a great

experience every time they call customer service

. Maintains Outstanding QA Score (#1 metric)

PERSONAL BACKGROUND

Date of birth : July 8, 1983 Age : 29

Status : Single Height :

6'1"

Religion : Roman Catholic Weight : 185 lbs

Nationality : Filipino

CHARACTER REFERENCES

Available Upon Request

Contact this candidate