Norlie E. Mendoza

Home Address: D* Block ** Lot *5 Pandacaqui Mexico Pampanga

Contact Number: +63-917-***-****

Email: ac2v27@r.postjobfree.com

SUMMARYOF QUALIFICATIONS

Has 11-year experience in Customer Service, Back Office, Chat and Email Work Tech Support.

Ability to work well under pressure, professional demeanor with strong written and oral communication skills.

Strong leadership skills with ability to manage large groups of people in a customer contact center environment.

Strong financial background on tracking, analyzing and interpreting invoice and financial tracker.

Strong verbal/ written communication and facilitation skills.

Bachelor of Science in Business Administration Major in Finance and Accounting Management.

WORK EXPERIENCE

Arvato Bertelsmann

5th Floor BPO Building 5, SM City Clark M.A. Roxas Avenue, Clark Freeport Zone, Angeles City 2009

August 2015 - Present

Operations Manager for Tech Support – Voice and Chat

Reports to the SDM in location

Managing and enhances the Team Managers (TM) performance and related customer satisfaction (CSAT)

Evaluates daily key performance indicators and develops improvement needs

Coordinates with SDM and aligns with management peers and internal department heads

Accountable for ops related KPIs [aligned with Quality targets]

Manages and motivates TMs and respective team/s

Sets realistic and achievable monthly targets for TMs/teams via monthly scorecards

Measures actual performance TMs/teams against respective KPIs / targets /plans (scorecar based) on a monthly basis

Conducts weekly Ops meetings to reflect operational objectives and respective development

Enhances the goal of quality support by providing individual coaching feedback sessions to his direct reports and weekly one on ones that focus on improving customer satisfaction

Develops weekly ART (Agent Round Table) with TQM (Training and Quality Manager)

Continually evaluates relevant reports (e.g.: DPR, Dashboard, Scorecard…) to ensure all account relevant commitments like productivity/utilization, OPS and Quality KPIs, cost objectives

Creates a culture of continuous improvement

Floor presence and listening into calls regularly

Supports implementation of best practices, GO standards and processes

Prepares and represents Ops related information in WBR (Weekly Business Report) and MBR (Monthly Business Report) in alignment with TQM and in coordination with SDM

Responsibility for providing accurate information on billable tasks

Steps in for the SDM in his absence

Teleperformance, FHCS

12th Floor SM Aura Tower McKinley Parkway SM Aura, Taguig City

February 2014 – August 2015

Operations Manager for Banking Account - Retail

Responsible for 8 supervisors’ performance and development

Manage day to day operations of the team

Review and audit performance through TOPS process specific for Teleperfomance

Ensure that hypes, rewards and recognition are consistent to the account

Provides leadership and management to Teammates and skip level coaching

Serve as the client contact for daily operations issues and updates as well as for billing and financial issues in the absence of the Senior Manager and Director

Work with Workforce Management on the staffing plan to endure adherence to schedule and proper coverage to ensure billable hours and service levels are met on a daily basis

Work with internal and onshore QA team through calibration and best practice sharing to ensure the team adhere to QA guidelines and address challenges on Quality drivers

Work with the reporting team and QA to ensure CSAT is aligned with client’s expectations and report help needed driver for uncontrollable items

Manage documentation and escalation of real-time internal and external IT issues and coordinate with helpdesk internal and external for resolution and updates

Address and manage client escalations and ensures that teammates get coaching and feedback

Sitel Philippines

26th Floor Cyber One Building Eastwood Ave. Eastwood City, Bagumbayan Q.C.

May 2011 – January 2014

Operations Manager for Product Support, Back Office and Chat/Email Support

Manages a team of coaches who, in turn, supervise day to day operations for a team of front line agents who perform customer care or technical support function

Primary responsibility for Coaches' training, development and leadership to ensure associate and client satisfaction in meeting designated performance goals

Ensures clients corporate goals (service, quality, contribution) and financial, metric and associate satisfaction goals are met

Provides leadership and management to associates

Coaches and mentors Coaches/Supervisors regularly conducts manager team meeting

Manage day-to-day support for client requests and activities to ensure Client satisfaction and achievement of Sitel financial goals

Responsible for tracking daily revenue and expense and the impact on margin and billed to pay

Prepares and review invoices for Director’s approval before sending out to the Accounts Receivable team

Track and review client billable pass through expense to ensure SOX compliance

Provide feedback on client initiatives and share ideas on how to improve certain process and policies

Sitel Philippines

26th Floor Cyber One Building Eastwood Ave. Eastwood City, Bagumbayan Q.C.

February 2007 – April 2011

Team Leader / Coach for Customer Service

Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

•Guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills, including the ability to act as a role model within the organization.

•Demonstrate innovation and good judgment / problem solving skills when making decisions.

•Analyze and improve work processes and policies.

•Coach and develop action plans which maximize performance, and provide effective feedback.

Sitel Philippines

26th Floor Cyber One Building Eastwood Ave. Eastwood City, Bagumbayan Q.C.

November 2006 – January 2007

Technical Support Lead/Mentor

•Supports new hire agents as mentor and floor support

•Monitors and watch the queue by flagging agents that go beyond threshold and out of adherence

•Take first level escalation and follow up with customers to ensure first call resolution

•Give quick coaching and feedback for knowledge gaps and misses

•Collaborate with team leads on improving agents’ performance

•Track cross sell and common questions

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Sitel Philippines

26th Floor Cyber One Building Eastwood Ave. Eastwood City, Bagumbayan Q.C.

October 2005 – October 2006

Customer Service Representative (XM Radio)

• Provide assistance on activating/adding new radio

• Provide assistance on billing questions and account disputes

• Provide technical assistance for hardware issues

• 1st level retention by providing discounts on services and products

• Promoting add ons and special promotions by cross selling

EDUCATION

Bachelor of Science in Business Administration

Major in Finance and Management Accounting

Holy Angel University

Sto. Rosario Street, Angeles City

Date Graduated: October 2004

PERSONAL INFORMATION

Age : 33 years old

Date of Birth : May 29, 1984

Civil Status : Single

Religion : Iglesia Ni Cristo

CHARACTER REFERENCES

Available upon request

Contact this candidate