Francis John L. Castro

* **** **. *********** ** 6155

042*******/ 451972416

acte5q@r.postjobfree.com

Objective:

Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals.

Personal Information:

Age: 34 years old

Birthday: February 6, 1981

Nationality: Filipino

Height: 170 cm

Gender: Male

Location: Manila, Philippines

Work Experience:

Ocwen Business Solutions Incorporated

Customer Care Team Leader, September 2013 - January 2016

Job Description:

Coaching Session on a weekly basis

Listening Session on a weekly basis

Facilitating internal/External Calibration

Handling Escalated Calls

Monitoring Wrap, Hold and AHT

Tracking Daily Attendance

Doing MTS/Payroll

Handling Special Project- QA for Manila, Philippine site

Handling Non- Compliance for Manila, Philippine site

Root Cause Analysis

Facilitating Team Huddle

Doing Weekly Business review.

Doing Supplemental Monitors

Goal Setting in meeting the KPI

Floor walk

Doing Performance Appriasal.

Sykes Marketing Services

Quality Analyst- (Non-voice) January 2011 to August 2013

Job Description:

Internal monitor - 10 monitors per month

facilitating internal/external Calibration

Floor walk

listening Sessions

Coaching Session

Follow up- goal setting

ICT

Customer Care Representative - March 2005 to December 2010

Educational background

DELA SALLE UNIVERSITY- College of St. Benilde (2004- 2008)

BSBA- Major in Business Management

Additional Skills:

Proficient in Excel and Microsoft word

Power Point Presentation

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