Team Leader/Sales Manager - BPO
Resume:
Kenrick Moore Barroga Bragado
Unit **** - Raymond Tower Boni, 55 Sikap Street, Bgy. Plainview, Mandaluyong City
*******************@*****.***
Summary:
A leader who is passionate about people, who excels in developing people and create/improve processes to achieve the client’s goal and meet/exceed the expectation using proven methods. Enthusiastic, energetic, driven and motivated by challenges. Someone who has years of experience in handling inbound and outbound sales with high consideration on excellent customer satisfaction. Familiar with Australian and US telecommunication companies
Experiences:
ACQUIRE ASIA PACIFIC (Australian Telco) February 2011 to June 2017
Sales Manager/Transformation Manager – Outbound Sales Operations
Shaw Blvd., Mandaluyong, Philippines
Responsibilities:
Responsible in overseeing minimum of 6 teams with minimum of 10 agents per team. (Inbound or Outbound sales)
Provide training, upskilling and coaching to team leaders on proper and effective coaching, planning, analytical, leadership etc.
Also take part in continuous development of agents in improving their salesmanship.
Provide game plan for the whole campaign on how to exceed the expected outcome. Oversee game plan and execution to achieve highest level of success.
Sales reporting to Operations Manager.
Helps with recruitment.
Collaborate with other Program Managers by sharing best practices and individual challenges. Expected to work well with other managers towards achieving business goal.
Create projects on improving engagement of employee to achieve passion and engagement produced performance.
Manage brand projects and oversee projects to ensure success.
Achievements:
Started engagement activities to increase sales and attain emotional commitment
from agents.
Created Sales Development Plan for detailed improvement of every agents. For
team leaders to use to make sure that they are not jumping from one gap to
another.
Achieved highest passing rate across business through focusing on developing my
Leaders' ability to analyse data and effective creation of game plan.
Spearheaded Love At First Sight campaign, a campaign that encourage sales agents
to let our customer fall in love with our company by providing good customer
experience.
Started the business-wide themed recognition of top performers to send a message
that will inspire everyone to be at their best.
ACQUIRE ASIA PACIFIC (Australian Telco)
Sales Team Leader – Outbound and Inbound Operations May 2011 to November 2014
Shaw Blvd., Mandaluyong, Philippines
Responsibilities:
Team handling with minimum 10 agents and maximum 24 agents with expectation of high efficiency on providing fair attention to each agent.
Handle new hire agents.
Guiding agents on hitting their metrics and achieve maximum passing rate daily, from minimum of 2 sales per day to 10 sales per day depending on the campaign.
Provide tailor-fit coaching and training to each agent. Providing the necessary knowledge or impart the needed skills so they can be at their best.
Character development and providing motivation to each agent.
Agent development using GROW coaching method.
Lead team towards exceeding the expected outcome daily and develop and implement sales plan to boost performance.
Expected to work closely with other team leaders on collaborating on plans and participate on discussion on overcoming common challenges.
Work closely and receptiveness on Manager’s coaching and feedback.
Creates daily game plan to ensure high success rate of the day.
Achievements:
Spearheaded re-opening of warm campaign which dials existing customers. Set high standard that resulted to 25% increase on sales.
Successfully handled 10 new batch of agents with 80% - 90% passing rate.
Created training module on how to effectively handle cold leads with specification on call flow.
First to be entrusted in handling 2 premium teams with target of 160 sales per day.
First crossed trained team lead on both Telco and Power and Gas department.
Multiple top team awards from different campaigns and brands.
Appointed as POC Manager for each campaign that I am assigned to, making sure that maximum guidance is given to each team leader.
Achieved highest appraisal for team leader for good performance and leadership.
ACQUIRE ASIA PACIFIC (Australian Telco)
Outbound Sales Agent February 2011 to May 2011
Shaw Blvd., Mandaluyong, Philippines
Responsibilities:
Required to dial cold leads and offer telco services with customer experience satisfaction.
Required to hit 2 sales per day with 2 mobiles without sacrificing quality.
Uphold Customer satisfaction in every call.
Works with the team in achieving every goal.
Achievements:
Set record during transition training with the most number of closed sales with minimum abort percentage.
Promoted to level 2 sales agent after the first month in operations for exceeding the target of a level 2 agent.
Awarded as top agent.
CONVERGYS PHIL. (US Telco) March 2009 to January 2011
Outbound Sales Agent/Technical Support
Shaw Blvd., Mandaluyong, Philippines
Responsibilities:
Required to dial warm leads and offer Mobile services to existing customer with regards to excellent customer satisfaction.
Required to hit quota on a daily computed by hours dialled.
Work with the team in achieving the target.
Provide technical assistance to broadband customers.
Answer calls and queries with efficiency and high customer service experience.
Achievements:
Multiple awards for top sales agent across business on the same campaign.
Selected as one of the dual skilled agents for Inbound and Outbound Campaign.
ACE award recipient, was sent to Boracay together with other top performers of the entire centre.
Acted as team lead in absence of team leader, providing coaching to other agents.
Trainings and Seminars:
1.Fundamentals of Coaching (2011)
Acquire Asia Pacific – 2 days training
2.People Management (2014)
Acquire Asia Pacific – 5 days training
3.GROW coaching method (2016)
Acquire Asia Pacific – 1 day training
Key Skills and Competencies:
Analytic/Data Analysis
Training and Development
Process Creation and Improvement
Sales/Telemarketing Development
Customer Service
Customer Experience Improvement and Development
Knowledge on Sales Force System and Vici Dialer System
Engagement Management
Event Planning and Budget Overseeing
Research
Strategic Planning and Execution
Team Leader and Team Building
Sales Management
Educational Background:
Philippine College of Criminology, Manila, Philippines
Bachelor of Criminology – Batch 2015
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