Obj***

VINCENT ANTHONY E. FERRARIS

**** ******** **. *** ******* Village, Makati City

Mobile No: 091*-*******

E-mail: acge09@r.postjobfree.com

WORK EXPERIENCE

MONTPAC Global Solutions

• Team Leader

• June 2014 - July 2014

• For an Inbound/Outbound and Back Office Account

• Coach agents to improve on behaviors that was observed as the root cause to

improve on metrics.

• Created scorecards, metrics and rewards and recognition initiatives for the

account.

• Created a road map for the agents.

• Created a structured plan for recruitment and operations.

• Main contact person for clients on meetings,updates and up trainings.

CONVERGYS Philippines

• Team Leader

• May 2013 - November 2013

• For a U.S Satelite Cable company

• Coach agents to improve specific behavior that was obsevered during call audits

that would have the most impact on improving a specific metric.

• Cluster lead in Net Promoter Score. These are surveys based on customer

satisfaction.

• Daily reports sent to agents and operations manager on focus metrics.

• Part of the engagement team. Team focuses on work life balance and rewards and

recognition of all employees.

• Does call monitoring, deep dives on calls per metric.

• Motivates and drives engagement not just for agents under my roster but all

agents and other team leaders in our cluster.

• Consistent top performing team in NPS (Csat), Call back, Transfer and AHT

metrics.

GREATBEV INC. Colgate Palmolive Division

• Area Sales Supervisor

• November 16, 2012 - February 25, 2013

• Manages day to day operations of extruck and booking.

• In charge of negotiations for contracts, programs to help our key accounts to move

out their non selling stocks/inventory.

• Coaches and provide motivation, strategic approach in reaching and exceeding

our monthly KPI's.

• Focuses on process improvement for sales operations.

• Established rapport with key accounts in Baguio,Benguet and Mt. Province

STARTEK INTERNATIONAL LIMITED

• Team Manager

• September 07, 2009 – April 10, 2012

• For a U.S. Telco Account (Customer service and Sales)

• Oversee day to day operations for our account.

• Daily reports with our clients regarding previous day performance of the account.

• To ensure that all departments are alligned with any updates coming from our

clients

• In charge with Service level, Customer satisfaction surveys and sales of the

account.

• Coaches and motivates team leaders and agents to help them reach and exceed

their goals.

• Collate reports from other team leaders and create presentation of our monthly,

quarterly performance and discuss said reports during business reviews.

HSBC DATA PROCESSING CENTER

Processing Executive

November 17, 2008- June 11, 2009

Credit Card Services and Sales

Answer customer concerns about their account.

Offer upgrades and balance transfers.

JPMORGAN CHASE BANK N.A.

Financial Services Advisor

July 12, 2007- May 06, 2008

Credit Card Sales

Verify card holder information and activate their account.

Offer programs for their credit card like protection for identity theft and balance

transfers.

TELETECH CUSTOMER CARE

Financial Advisor

December 23, 2005- April 2007

Credit Card Sales

Answer customer queries about their account.

Activate credit card and offer options to transfer balances from other card companies.

ECHO TELERESOURCE

Team Leader

August 2004- March 2005

For Personal Loans

Do outbound calls and offer loans to leads.

Coach agents on how to handle calls and their rebuttals.

Motivate and provide feedback and ensure productivity.

FREELANCE RAMP MODEL

March 2000- January 2002

EDUCATIONAL BACKGROUND

NATIONAL COLLEGE OF BUSINESS AND ARTS

BSBA Major in Business Management

Varsity ( Basketball) 1999-2003

UNIVERSITY OF BAGUIO

Graduate 1995- 1998

Varsity ( Basketball) Team Captain ’95-‘98

PERSONAL BACKGROUND

I am 35 yrs old 6’0” ft tall the youngest son of Antonio and Teresita Ferraris. I

like to watch movies play basketball and cook. I’m reliable, disciplined, hardworking and

a team player.

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