Masters in Business Administration
Resume:
PROFESSIONAL EXPERIENCE:
April **** – to date
Teleperformance, Philippines
Paranaque City
June 2012 - present
Assistant Center Manager – Operations Management
Fully accountable for the performance of 6 operation supervisors in meeting all major KPIs as well as producing and meeting production service levels.
Designs specific action plan which that supervisor needs to follow.
Appraise and gives feedback on tasks performed by the Level 1 and 2 technicians.
Gives recommendations and suggestions for improvement when identified.
Studies performance reports and identifies the bottom 20% of agents and formulates an across the board action plan to implement across shift.
Attends conference calls with clients to discuss project specific issues, areas of opportunity and best practices weekly.
Attends weekly/quarterly and annual business review conference calls/meetings with the clients to discuss the overall call center performance based on the statement of work.
February 2011 – May 2012
Operations Supervisor – Technical Account
Supervised and coordinated activities of staff members in technical service activities.
Communicated work procedures, company policies and account policies to staff members.
Made recommendations to management concerning improvement of procedures
Managed all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
Interacted effectively with the personnel, tools and resources in Customer Services team to help resolve issues like escalation points, knowledge base tools, internal applications, etc.
Carried out all required follow-up work on time and aim to meet or exceed customer expectations.
Appraised and gave feedback on tasks performed by the Level 1 and 2 technicians, gave recommendations and suggestions for improvement when identified.
October 2010 – January 2011
Trainer – Various Accounts
Facilitated training for US 101 for new hires and product uptraining
Assessed class and individual agent level performance
Conducted training surveys where applicable
Worked with supervisors to address employee performance gaps
Participated in client interaction (includes effective curriculum feedback and client visits)
Demonstrated individual performance, promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers.
November 2009 – October 2010
Operations Supervisor – Customer Service Account
Supervised and coordinated activities of staff members in customer service activities.
Interprets and communicates work procedures, company policies and account policies to staff members.
Managed all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
Carried out all required follow-up work on time and aim to meet or exceed customer expectations.
January 2008 – September 2008
Office Administrator
AND Construction Limited
Providenciales, Turks and Caicos Islands, British West Indies
Maintained an effective medium of communication and close collaboration among the workers and officers in the organization.
Functioned as Human Resource and Administration Officer for the company.
Designed the company website (www.andltd.tc) and company brochures.
Ensured the maintenance of a working environment that yields productivity.
Overseen planning, organizing and managing of the various activities done within and outside the company.
Conducted close observation and made all the essential recommendations to the management regarding more effective and more organized handling of specific operations especially in dealing labor workforce and benefits.
Created and maintained data base for applicants’ information.
Liaised with company officers on all sites and external contacts as regards to company policies and procedures.
In-charged in the deployment of new hires (all around the globe), arranged accommodations, work contracts, etc.
September 2006 – January 2008
Direct Labour Liaison Officer
Johnston International Limited
Providenciales, Turks and Caicos Islands, British West Indies
Maintained an effective medium of communication and close collaboration among the workers and officers in the organization including CEO down to the direct labour employees.
Functioned as Administration Officer and Human Resources for the company.
Ensured the maintenance of a working environment that yields productivity.
Overseen planning, organizing and managing of the various activities done within and outside the company.
Conducted close observation and made all the essential recommendations to the management regarding more effective and more organized handling of specific operations especially in dealing labor workforce and benefits.
Liaised with company officers on all sites and external contacts as regards to company policies and procedures.
In-charged in the deployment of new hires (all around the globe), arranged accommodations, work contracts, etc.
October 2005 – August 2006
Credit Analyst for International Offshore Bank
Intellirisk Management Corporation
RCBC Tower 2, Makati City, Philippines
Assisted customers in analysis and evaluation of card members' accounts by reviewing account information such as Account activities, tenure, payment history, Credit Bureau reports and financial resources known.
Offered account reinstatements and payment options.
March 2005 – October 2005
Customer Service Representative
US Telecom Account
Vision X Incorporated
RCBC Tower 2, Makati City, Philippines
Answered inbound calls in support of customer needs.
Conveyed in a reassuring manner step by step instructions to resolve their phone services issues.
December 2004 – March 2005
Customer Service Representative
International Offshore Bank
Etelecare Global Solutions
Eastwood City, Libis, Quezon City
Provided over-the-phone customer service for the account’s clients.
Assisted in the activation of customers’ accounts and balance inquiries.
September 2000 – October 2004
Senior Marketing Assistant
Peoples General Insurance
Calle Magallanes, Intramuros, Manila
Commenced employment as Marketing Clerk gaining promotion to Marketing Assistant then to Senior Marketing Assistant.
In-charged in the over-all monitoring of regional and provincial branches’ performance to ensure effective management procedures and efficient operation.
Organized and analyzed results of operation based on performance and prepare quarterly and annual summary of profitability and loss to the Senior Marketing Director.
Assisted the Senior Marketing Director in conducting strategic planning specifically on sales targets and budgets for provincial branches operation every fiscal year during Annual Manager’s Conference.
Assisted the Senior Marketing Director in conducting professional presentation during company conferences and seminars, training and conduct company and product orientations.
Compiled marketing surveys and related research/analysis (evaluation of new product requirements and justification of developments of existing products). Assisted with promotional objectives and modes in launching new products to the market place.
Summer of 1997 & 1998
Trainee - Litigation and Enforcement Department
United Coconut Planters Bank
Makati City, Philippines
EDUCATION:
October 2001 – October 2003
MASTERS IN BUSINESS ADMINISTRATION
San Sebastian College – Recoletos
Manila, Philippines
June 1996 – May 2000
BACHELOR OF SCIENCE IN ACCOUNTANCY
Polytechnic University of the Philippines
Manila, Philippines
TRAINING SESSIONS AND SEMINARS ATTENDED:
March 25-26, 2011
Managing Team Performance
Leadership and Development Team
Teleperformance
July 26-27, 2010
Leadership Through Values
Leadership and Development Team
Teleperformance
July 29, 2010
Root Cause Analysis In-depth Training
Leadership and Development Team
Teleperformance
May 2010
Professional Development Planning
Human Resources Dept.
Teleperformance
March 2010
Train-the-Trainer Workshop
Account EMEA Regional Trainer
Teleperformance
December 7-12, 2009
New Supervisors Training
Leadership and Development Team
Teleperformance
August 2005
Strategic Selling Workshop
Account Country Trainer
Vision X, Inc.
October 2002
Transformational Leadership and Management Seminar
C.O.R.E.
Peoples General Insurance Corp –
Annual Leadership Training
CHARACTER REFERENCES: AVAILABLE UPON REQUEST
Contact this candidate