L o t * * B l k * * S p r i n g B e a u t y S t .

R i z a l, Makati C i t y 1 2 1 0

+ 6 3 9 2 9 8 8 3 7 3 9 3

b r y a s u n c i o n 1 7@g m a i l . c om

C O N T A C T

I N F O R M A T I O N

BRIANE

ASUNCION

S e n i o r S u p e r v i s o r

B P O

W O R K E X P E R I E N C E S

CBE COMPANIES PH, INC.

Senior Supervisor - Clicker Operations l November 2017 - Present Lead a team of 105 Associates, 4 Supervisors and 1 Support Staff. Responsible for spearheading the ramp of the Clicker operations in the Philippines and key decision maker for our second facility located in BGC, Taguig.

Partner with multiple stakeholders for the following: offshore strategy/initiatives and strategy enhancements.

Oversee the day-to-day operations and make sure that the team meets the expectation of the business. Manage all attendance, production goals, up-skill training, alignment and enhancement of core values by all employees in the Clicker department.

Assist the Management Team to drive performance and meet or exceed revenue goals, quality/compliance standards as well as being compliant with client and company requirements.

Manage staff PTO or leave to ensure that there is ample coverage at all times.

Provide input for development as well as ensure the tactical execution of the following areas (as a minimum): Process improvements with focus on operational efficiency, Manage client expectations and Process controls. CBE COMPANIES PH, INC.

Supervisor - Clicker Operations l April 2016 - October 2017 Manage/ lead a team of up to 24 employees in terms of Productivity and Client KPI’s

Provide coaching and development to team members. Work in partnership with the Director to identify and address performance and developmental opportunities.

Manage floor coverage in a large team environment. Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators.

Established processes to drive productivity and operations requirements. Maintains effective working relationships with peers and partners in other business units with goal of optimizing client relationships. First point of contact for client concerns.

Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.) Promote employee engagement by facilitating activities and contest in the department. CBE COMPANIES PH, INC.

Executive Assistant l January 2016 - March 2016

Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.) Promote employee engagement by facilitating activities and contest in the department. Security and Facilities Monitoring – Ensures the cleanliness and maintenance of the production floor as well as all equipment and amenities in the office. Oversee Security Officers and Housekeepers and provide feedback whenever needed.

Reporting – Provides assistance to Operations by consolidating daily reports and submitting it to the Management team at the end of each month. Make sure that all reports related to the Monthly Business Review is updated on a monthly basis.

Inventory Management – Makes sure that the office supplies are replenished timely. Established processes about requesting office supplies, headsets and locker distribution. Ensure that the trackers are updated timely.

Expense Management for the Site – oversaw all purchase orders and company expenses in partnership with Finance to process all accounts payable

B a c h e l o r o f S c i e n c e i n

S e c o n d a r y E d u c a t i o n

C i t y C o l l e g e T e c h n i c a l

C o l a g o A v e ., S a n P a b l o

L a g u n a C i t y

2 0 0 5 - 2 0 0 9

E D U C A T I O N

CBE COMPANIES PH, INC.

Team Captain, Compliance & Quality Assurance l August 2013 - January 2016 Lead the ramp up efforts for the Quality Assurance department Provide coaching and development to ten team members. Call Monitoring – Performs real time and or/historical call monitoring and provides trends data to program team leaders and managers. Uses quality monitoring data management system to compile and track performance at team and individual levels. Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.

Process Improvement – Established processes about call monitoring, disputes, call calibrations etc. Coordinate with Operations and Training in making sure that everyone is aligned with the call handling and that all resources are being updated when needed. Perform Root Cause Analysis to identify reason of low QA score and recommend and action plan to address it. Documentation – Weekly quality monitoring results provided by account’s Quality team are tallied and sent to the Team Leaders. Records coaching sessions on below standards calls. These sessions are done within the same day the call was flagged. Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be. Involved with providing coaching and feedback to Telco Collectors Involved with managing the overall process mapping, performance evaluations, training need identification for the department Customer Contact Channels

Quality Assurance Representative l July 2012 - August 2013 Handled Charter Communications and T-Mobile

Call Monitoring – Performs real time and or/historical call monitoring and provides trends data to program team leaders and managers. Uses quality monitoring data management system to compile and track performance at team and individual levels. Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.

Documentation – Weekly quality monitoring results provided by account’s Quality team are tallied and sent to the Team Leaders. Records coaching sessions on below standards calls. These sessions are done within the same day the call was flagged. Prepares internal quality monitoring reports in a monthly basis and completes Root Cause Analysis template if need be. AEGIS PeopleSupport Inc.

Senior Quality Assurance Specialist l February 2010 - June 2012 Handled SallieMae, HireRight and Globe Telecommunications Call Monitoring – Performs real time and or/historical call monitoring and provides trends data to program team leaders and managers. Uses quality monitoring data management system to compile and track performance at team and individual levels. Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.

Agent Performance Management – Provides side by side monitoring and coaching to agents. Provides factual, constructive and immediate feedback to agents directly and/or routed to the team leaders and account managers. Provides actionable data to various internal support groups as needed.

Overall Support – Administer the QA platform for call monitoring, create access and ensure that all LOBs logged in the system accordingly. Interviewed and trained aspiring associates who would like to be part of the QA Team under the QA Peer Program. Facilitate huddles or upskill training when new call handling is available. Represented the QA Team during external call calibrations with the client. Work with Operations to resolve QA disputes and come up with action plans to improve overall QA score.

S K I L L S

A hardworking, goal-oriented, assertive and fast learner individual who possesses leadership capabilities and can easily cope up in a fast-paced working environment.

Proactive, versatile and has the ability to work with multiple tasks in a timely manner. Good communications skills, oral or written.

Solid knowledge on call center metrics, QA policies and procedures and Operations management. Working knowledge of Microsoft Word, Excel, PowerPoint and other MS Office applications, Internet Access and Research. Excellent customer service orientation and client knowledge. Advanced computer troubleshooting skills.

Reports and data analysis.

Exposed with performance and business reviews.

Contact this candidate