Shilla Kyrene Suryatna
Operations Manager
Contact#: +63-998-*******
Email address: ac7g7w@r.postjobfree.com
*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
Reference:
Available upon request.