Manager Customer Service

Marie Siena M. Sese

****.****@*****.*** / 703-***-****

**** ******* ***** *** #*, Arlington, VA 22203

PROFESSIONAL Experience

Convergys Philippines Services

Makati, Philippines

Command Center Manager -- OnStar Account

May 2007 - May 2010

. Manage Labor utilization during low volume periods through

the implementation of downtimManaged a Workforce Team

composed of 2 Floor Leaders and 5 Floor Assistants, who

optimized schedules for the Operations Team of 600 Customer

Service Representatives.

. Maintained a quality level of service by working with the

Staffing and Forecasting teams to meet long-term staffing

needs through shift adjustments and hiring plan updates.

. Ensured that daily service levels were met by analyzing call

volume patterns. In the event of call volume changes, real-

time staffing needs were met through the implementation of

downtime and overtime.

. Selected, trained, and managed the performance of the

Workforce Team, which included facilitating continuing

education workshops, administering biyearly evaluations, and

assigning work for staff in accordance with the

organization's policies and applicable legal requirements.

. Recognized and initiated escalation for all system

difficulties, including switch and ACD systems, routing

systems, computer systems, customized client systems and all

else applicable, to ensure timely resolution.

. Assisted other Command Center Management staff in various

functions, such as project management, meeting planning, and

client focus visits.

. Revised documents for attendance and leave policies, based on

changes in call volume, staffing, and technology.e.

. Receive, input and monitor consultant information that is

disseminated through the implementation of downtime and

overtime.

. Train staff on technical equipment utilized in the inbound

environments in regard to call and labor management

. Assist the Command Center Management staff in various

functions(i.e. project management, meetings, client focus

visits)

. Recognize and initiate escalation for all system

difficulties, including switch and ACD systems, routing

systems, computer systems, customized client systems and all

else applicable, to ensure timely resolution.

. Utilize Lotus Notes and Outlook to document all incidents and

ensure proper notification is forwarded to all pertinent

individuals.

. Be responsible for selecting, training, developing and

managing performance of professional and non-exempt direct

reports; providing prompt and objective coaching and

counseling; and coordinating, planning, and assigning work

for staff in accordance with the organization's policies and

applicable legal requirements.

Team Leader - OnStar Account

April 2006 - May 2007

. Managed a team of 20 Responsible for the advisor's monthly

scorecard

. Ensure Development of CCustomer SService RRepresentatives and

handled supervisor calls.

. Generate agent's performance reportEvaluated staff

performance, provided feedback, and generated reports and

monthly scorecards.s

. Facilitate team meetings

. Handles Supervisor Calls

. Evaluate calls and prepare feedback for coaching

opportunitiesEnsured development of staff through workshops,

online assessments, and evaluation of calls.

. Worked with the Quality Team to keep performance standards up-

to-date.

Convergys Philippines Services

Alabang, Philippines

MOD Manager on Duty (MOD) Specialist, - IBM Sprint Clearpay Program

December 2004 - April 2006

. Managed schedules for 700 agents on the Production Floor and

created trouble tickets for issues.

. Monitored key performance indicators (KPI's) in real-time,

using systems such as ccpulse, IEX, and Digital Solutions,

and maintained continuous contact with other centers to

promote coordination between sites.

. Served as escalation point for the Operations Team to help

identify and report network events that may have impacted

staffing and ability to achieve appropriate service levels.

. Served as point-of-contact to disseminate overtime

opportunities, meetings, and cross-training events.

. Manager on Duty (Manage the Production Floor)

. Maintain continuous contact with other centers to promote

Global awareness.

. Real-time monitoring with the use of systems such as ccpulse,

IEX and Digital Solutions to ensure that the production floor

is meeting the call center's KPI's

. Escalation point for our developmental specialists and

regular specialists to help identify and report network

events and call drivers that may impact staffing or our

ability to achieve Service level to the Command Center

. Create trouble tickets for the issues experienced by the

floor

. Point of contact to communicate overtime opportunities to

agents as well as meetings and cross-training events

. Manage staffing line for the site

o

Developmental Specialist, - IBM Sprint Clearpay Program

September 2004 - December 2004

. Handlesd sSupervisor calls and assisted in professional

development of 700 agents.

. Generated agents' performance reports, conducted refresher

courses toward 1st call resolution, and provided coaching for

low performers.

.

. Ensure Development of Customer Care Representative

. Responds timely and accurately to the escalations of the

Level 1 support.

. Assisted Level 1 support towards 1st call resolution.

. Assist Transition Agents

. Generate agents' performance reports.

. Conduct Refresher courses toward 1st call resolution.

. Evaluate Bottom Performers and Prepare feedback for Coaching

opportunities

Customer Care Specialist -, IBM Sprint Clearpay Program

June 2004 - September 2004

. Respondeds timely and accurately to the Customer Service

Issues.

eDUCATION

. Siena College -, Quezon Ccity, Philippines

2000-2004

Bachelor of Science Major -in Management Accounting (2004)

St. Theresa's school of novaliches 1999-2000

Sacred heart academy of novaliches 1996-1999

TRAININGS / CertificationsPROJECTS

. Six Sigma Green Belt - December 2008

Situational Leadership Training II - April 2008

.

. Team Leader Development Training - April 2007

. Team Leader Transformation Training - February 2007

. Management Development Program - April 2006

. Coaching to Behavior Workshop - September 2005

Six Sigma - Green belt (DEC. 2008)

convergys makati

sITUATIONAL LEADERSHIP ii (APR. 2008)

convergys makati

TeaM Leader DeVELOPMENT TRAINING (APR. 2007)

convergys alabang

TEAM LEADER TRANSFORMATION (FEB. 2007)

convergys alabang

Management development program (APR. 2006)

convergys alabang

Coaching to behavior workshop (Sept. 2005)

convergys alabang

AWARDS / RECOGNITIONHonors

. Dean's List Awardee - Graduating Batch of 2004

. 2nd Place - Dean's List Award (Management Accounting) - 2002

Graduating batch of 2004 Dean's lister awardee (2003-2004)

2nd place Dean's lister award (Management accounting) (2001-2002)

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