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Manager Customer Service

October 21, 2016

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Alistaire Glicerio Nacion III

Block ** Lot * Phase 1 Villa De Calamba, Calamba Laguna City 4207.

Cellphone: 091*-*******


Professional Overview:

I am highly driven, passionate and strategic leader with a progressive career in the BPO/KPO industry of 10 years, providing vision and direction needed to achieve business goals and targets. I have a strong exposure in Collections both Consumer Finance and Commercial Finance and recently Customer Service.

Key Skills:

Product and Portfolio Management

Collections B2B and B2C

Six Sigma train and tested

Project Management

Employment History

Staff development and Leadership

Performance Management

Client and Stakeholder Management

ADP Philippines LLC Feb 2014- Present

Automatic Data Processing – One of the largest Payroll Outsourcing providers in the world reporting a Revenue worth of $10 Billion in 2015. 2003, 2004, and 2005, ADP was ranked as one of the top 10 companies in North America, having been AAA/Aaa rated by both S&P and Moody's

Team Manager – Small Business Services (Client Services and Teledata)

Provided direction, instruction, guidance and leadership to the team for the purpose of achieving Business Unit’s goals and targets.

Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

Achieved the highest scores on employee satisfaction surveys for 2 consecutive years

Lead various Corporate Sponsored Activities that yielded Awards and Recognitions

Identify training and quality opportunities and work with cross-functional teams to drive performance improvement

Engaged with Client and Stakeholders in a day to day to ensure business continuance

Ability to recommend solutions and provide suggestions for product and process development based on customer feedback and or analysis of the same

Attend client meetings and calibrations

Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.

Attended various training and seminars related to my role to further enhance my capabilities

Conduct and write employee performance evaluations

Ensures that all company and/ or Client updates are cascaded to all individuals in the program by conducting regular meetings with Leadership Team. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality

Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business

Review operational reports on regular basis and develop and implement action plans to address deficiencies.

Ability to motivate and inspire a team members to achieve performance goals

Ensures that proper action is taken for non-performing team members as well as those with documented infractions against company policies. Provides coaching and mentoring to team members who do not meet their metrics, and carries-out the appropriate disciplinary actions

Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.

Collaborated with respective Operational Support Teams to train employees to meet Client demands

GENPACT Philippines LLC (Collections B2B and B2C)

A global leader in Digitally powered business process management and services. It’s listed on the New York Stock Exchange under the symbol G.

As of 2015, the company reported net revenues of US$2.46 billion with more than 70,000 employees in 25 countries. Genpact has a few hundred clients, including approximately one-fifth of the Fortune Global 500.

Process Associate 2006- 2008

-Took early collections calls for Private Labelled Credit Cards

Process Developer/ Subject Matter Expert 2008-2009

-Took in Collection Call for early and later stage delinquent account

-Acted as subject matter expert with the new hires

Portfolio Control Manager (asst. Manager) 2009-2014

-Pioneered an Account under GE Commercial Finance dealing with Early up to Late Stage Business to Business Collections

-Had been heavily involved and responsible for setting up this shop from ground zero, which entails the ff responsibilities. Hiring People, Training, setting up quality standards, FDCPA Compliance, Delinquency Management, Staffing, Dialer Strategy, Monthly Performance Discussion, Client and Stake Holder Visit, Performance Management, Engagement Activities, Improvement Project and Transitions.

-Manage and coach Collection staff of approximately 18-20 employees

-Manage daily collector operations for manual outbound collections or with blended inbound and outbound call volume.

-Motivate Collections staff to achieve standard metrics, including (but not limited to) Delinquent Dollar Resolution, Contact per Hour, Net Rate, Dollars Collected per Hour, Speed pay Rate, and Quality metrics.

-Recognize and reward associates on a regular basis, using both formal and informal channels.

-Coach and develop collectors to improve performance and meet compliance goals.

-Review and analyze employee performance statistics on a daily basis.

-Address employee issues in a timely manner.

-Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.

-Complete and conduct monthly and annual employee evaluations.

-Manage disciplinary process as necessary.

-Effectively manage communications with assigned associates through daily interaction, monthly meetings, and informal coaching.

-Support the daily operations of the Department Unit.

-Manage various projects as assigned.

-Coordinate work schedules and weekend coverage with other PCMs in the Collections department.

-Work with the other PCMs in the Collections department to deliver training, schedule and manage Unit meetings, and enhance processes where necessary. Uses judgment based on practice and precedence.



Febias Collage of Bible –) AB Theology Major in Music (2001-2003)

Ateneo De Naga University AB Philosophy (2004-2005)

US Collections Consumer Finance – GENPACT 2006

US Collection Commercial Finance – GENPACT 2009

Lean and Six Sigma – GENPACT 2012

7 Habits of Highly Effective People – GENPACT 2013

US Basic Payroll – ADP 2014

Change Management- ADP 2014

Performance Management – ADP 2015

US Payroll and Taxes – ADP 2016


References are available on request

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