Customer Service Sales
Resume:
REYNALDO A. HIDALGO
Unit 1010 Bldg 16
Las Vegas, Nevada 89147
Cellphone nos. 702-***-****
Email address: ********.*******@**********.***
WORK EXPERIENCE
FEB. 8, 2013 - JULY 25, 2014 SENIOR OPERATIONS MANAGER
Infosys
Alabang, Muntinlupa City, Philippines
DSL/Inbound Technical Support and Service Desk
Accounts Handled: AT&T Uverse and Telstra
Global
1. Involves leading and delivering complex client engagements that
identify, design, and implement creative business solutions
2. Responsible for providing excellent customer service and determining
needs of the client
3. Implement and oversee the quality of deliverables, manage team
relationships effectively to ensure exceptional SLA and KPI
performance such as NPS,FCR,AHT, ASA and ABR
4. Establish operational objectives and work plans and conduct regular
meetings to improve productivity and efficiency
5. Strengthen operations management through design and audit end-to-end
performance management system
6. Acts as second level of escalation for end-users. Checks status of
level 1 escalations and drive closure
7. Partners with client (both internal and external) to increase
efficiency through automation process
MAY 5, 2012 - FEB. 7, 2013 SENIOR OPERATIONS MANAGER
PacificHub Corporation
Mandaluyong City, Philippines
Outbound Sales
Accounts Handled: Optus and Energy Australia
1. Development, implementation and oversight of outbound sales
programs.
2. Manage multiple telemarketing campaigns ensuring programs are
monitored, delivered in a timely
manner, hit or exceed budgeted SPH.
3. Provide support to internal customer service team on
sales/customer service cross sell efforts.
4. Conceptualize/develop the telemarketing strategy including
offers, scripting, campaign timing
process changes, etc.
5. Execute sales script development including tests.
6. Manage the implementation of continuous program improvements
including the development of
vendor standards.
7. Assist in the preparation of annual budgets and business
analysis.
8. Develop and oversee quality assurance process and standards.
9. Supports business development and implementation teams on all
third-party telemarketing
contract and pricing negotiations.
10. Lead outbound sales delivery and take responsibility for all
financial KPIs and SLAs.
OCTOBER 3, 2011 - MAY 3, 2012 ORDER TO CASH LEAD
Accenture, Inc.
Quezon City, Philippines
Finance and Accounting
Business-to-Business Collections
and Credit Management
Account handled: Panalpina
1. Review and analyze service level agreement to understand root causes
of poor collections and low productivity and efficiency of credit
management functions. Use data from call observations to create
quality improvement action plans to drive higher collections of
accounts receivable. Manage the efficient delivery of timely,
accurate and quality service to the clients' expectations by improving
work processes and instituting control plans on identified leading
metrics. Monitor and manage progress of SLAs.
2. Interact with clients through calls and email correspondence reporting
progress of open action items, design of robust action plans and help
needed to ensure efficient delivery of SLAs
3. Supervise collections team leads on timely submission of deliverables
including auditing coaching and training plans to maximize
capabilities of collectors meeting targets
4. Act as Operational Excellence focal to drive process improvement to
reduce costs and maximize speed, quality and productivity
JUNE 30, 2008 - October 2, 2011 OPERATIONS MANAGER
Accenture, Inc.
Mandaluyong City, Philippines
Accenture Contact Center Services
DSL/Inbound Technical Account
Account handled: AT&T Tier 1
JOB DESCRIPTION:
1. Manage and coordinate the integrated operational infrastructure of the
project. Participate in the development, implementation &
administration of unit policies, systems and procedures. Prepare
operational analyses and reports, and audits current procedures to
monitor and improve efficiency of operations. Manage the day-to-day
activities of one or more unit line functions as appropriate.
2. Identify issues affecting customer service and resolve them. Offer
people management skills within the team, setting performance
standards and proactively managing the development of staff to ensure
professional skills, motivation and customer service results.
3. Reduce unmanaged attrition by providing effective coaching and support
for individuals who are challenged with their metrics and performance,
while also and effectively managing out non performing agents. Reduce
absentee rate to below 5% by improving engagement within the program
and creating a comfortable working environment.
4. Provide feedback to improve performance. Ensure that timely coaching
is provided to each of the assigned 6 team leads on a weekly basis
focusing specifically on performance feedback
5. Meet deliverable requirements/service level measures/specific targets
as set by the client
6. Supervise assigned team of 6 Technical support team leaders and 6
subject matter experts/floorwalkers responsible for telephone based
DSL Customer Service real-time
7. Serve as mentor & coach to the team leaders on the floor and act as
2nd point of escalation on the floor to the assigned cluster in
resolving difficult customer situations
8. Have a high level of proficiency with regard to client's services,
policies, and site. Ensure timely, accurate and consistent delivery of
updates. Includes the dissemination of project specific information,
provided clarifications and guidelines to enhance
understanding/competence relative to client-specific information and
handling different customer transactions.
9. Act as Operational Excellence POC to ensure efficiency and
productivity of the project through designing of control metrics, 3 x
3 scorecards, and process maps
10. Act as Information Security Management System Coordinator to ensure
compliance of company's and client's security policies and reduce
potential risks of infringements through daily audits, trainings, and
issuance of timely corrective, progressive action
2007 - JUNE 21, 2008 ASSISTANT CALL CENTER MANAGER
Teleperformance
14/f Octagon Bldg
San Miguel Ave., Ortigas, Pasig City
Inbound Customer Service
Account Handled: Sprint
JOB DESCRIPTION:
1. Manage the client relationship and ensure full compliance with
contractual requirements.
2. Set and meet performance targets of speed, quality and efficiency and
plans areas of improvement and product development to promote
exceptional customer service.
3. Record and report statistics, user rates and performance levels of the
call center operations.
4. Liaise with the call center supervisors and execution team for both
levels to have better understanding of the current situation of the
call center operations.
5. Direct and develop the call center supervisors to consistently,
effectively motivate and lead their front line specialists.
6. Ensure adherence of staff to company policies.
7. Continually investigate and introduce process improvement measures and
present suggestions to Call Center Operations Direction for
consideration.
2006 - 2007 SUPERVISOR
Teleperformance
1. Responsible for supporting, coaching, directing, and evaluating a team
of 17 CSRs
2. Consistently exceeding expectations in major measurable KPIs such as
CSAT, QA, AHT and sales
3. Ranked 1 out of 83 supervisors in phone sales (highest revenue-
generating product of account) for the 1st and 2nd quarters of 2006
4. Delegate, 2006 International Customer Care Supervisor Summit
APRIL 14, 2004 - 2006 CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
1. Responsible for answering inbound calls of US customers regarding
their plans, services, billing and technical issues
2. Has consistently exceeded targets on CSAT, QA, and AHT
EDUCATIONAL BACKGROUND
1996 - 2000 CENTRO ESCOLAR UNIVERSITY
Mendiola, Manila
School of Accountancy, Business,
Secretarial and Public Administration
(ABSP)
B.S. COMMERCE
Major in Computer Science and Information
Systems
CHARACTER REFERENCE
Available upon request.
Contact this candidate