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Customer Service Manager

San Pedro, Laguna, Philippines
October 23, 2018

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Shilla Kyrene Suryatna

Operations Manager

Contact#: +63-998-*******

Email address:

*Profile Summary

Over 12 years of BPO experience in EUC/IT Helpdesk, Customer Service and Inbound Sales

Consistently awarded as Top Supervisor from 2014-2016

Awarded as Best in Class Year 2016

Considered as one of the Top 20 Leaders of the company for 4 consecutive years

*Work Experience

Operations Manager GENPACT, The Coca-Cola Company (April 2016 – Present)

Handling three lines of processes: Global Central Support Services (Level 2 Team), Global Service Desk and Knowledge Management Team

Providing & offering technical request aiming for excellent customer satisfaction for internal customers

Working closely with stakeholders & clients of the account to maintain good relationship and business

oActing as the escalation point for customer satisfaction and staffing issues

Responsible for creating and updating the standard operating procedures for new & existing processes

Responsible for identifying, evaluating, and implementing process improvement that enables improved responsiveness and streamlined workflows

oLeading the team in the incident management process for a better process & incident handling based upon the findings and analysis

Working hand in hand with HR for site engagement activities

oManage business financials – budget for employee engagement & rewards & recognition

oDevelop and execute initiatives to improve employee engagement and productivity

Service Desk Supervisor (Asst. Manager) GENPACT, The Coca-Cola Company (April 2014 – April 2016)

Coached staff and provide daily direction and communication so that customer support is provided with consistency, professionalism, quality and knowledge

Monitored team performances through metrics and perform quality assurance audits to ensure departmental metrics and individual objectives are met and exceeded.

Made appropriate and timely decisions regarding service, staffing and account issues that arise during day-to-day

Managed risks, surface and resolve issue, escalate unresolved issues as appropriate

Front Line Manager (Asst. Manager) GENPACT, Wells Fargo Customer Connection (January 2012 – April 2014)

Managed the performance and development of team members for positive results

Held one on one meetings with team members and provide feedback

Set goals for the team and communicate goals and other information

Understood performance metrics and perform trend analysis

Created and evaluated activities provided to team members to ensure constant improvement on their metrics

Team Support Leader GENPACT, Wells Fargo Customer Connection (February 2011 – January 2012)

Responsible to build, coach and direct the team to meet the required performance standards

Reviewed and communicated daily performance, quality and attendance report at the individual and team level

Planned and organize action plans together with immediate leader to improve metrics and drive engagement in our team

Process Associate GENPACT, Wells Fargo Customer Connection (December 2008 – February 2011)

Trained to Mass Retail Customer service

Responsible for providing customer services and up-selling opportunities of existing customers

Small Business Sales & Resolution Specialist SYKES ASIA, Verizon Business (July 2005 – August 2008)

Delivered an exceptional customer service and sales to US customers by timely response, accurate information and proactive assistance.

Responsible in increasing customer awareness by exposing, promoting and up selling all account related products and services.

IT Support Specialist Bureau of Customs – CIIS (NAIA) (March 2004 – March 2005)

Responsible on managing the technical & troubleshooting request for the department

* Certifications

School for Effective and Aspiring Leaders, Class of 2015

Greenbelt Six Sigma Trained and Tested, February 28, 2012

Persuading Others, December 30, 2011

Performance Appraisal & Management Trained, December 23, 2011

Strategic Thinking, December 23, 2011

Presentation Skills, November 25, 2011

Decision Making, November 25, 2011

Time Management, November 18, 2011

Retaining Employee, November 18, 2011

Meeting Management, October 23, 2011

Feedback Essentials, October 23, 2011

Goal Settings, October 14, 2011

Coaching, October 14, 2011

CLS Lean Trained, April 9, 2011

Certified for International Call Center profession

Customer Service & Sales: Telecommunication Service Provider and Banking & Finance Account

Certificate of Eligibility in Career Service Professional issued by Civil Service Commission

* Education

St. Scholastica's College, Manila, College Graduate

Bachelor of Science in Commerce Major in Business Systems Technology Management

1999 - 2005

Colegio San Agustin-Binan

1989 – 1999


Available upon request.

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