Team Members Operations Manager
Resume:
MARY JANE PATINDOL MAG-USARA
*** ******** ****** **., ******** Mandaue City
ad1o1s@r.postjobfree.com
W O R K E X P E R I E N C E
January 09, 2009 – Present
WIPRO BPS, Cebu Business Park
Operations Manager (Aug 2020 – Present)
Manage a team of 80-150 associates with 10 team leads driving performance management and client SLA's focusing on productivity, Quality and other process related hygiene factors
Control CPM performance through DMAIC/Six sigma/Application of Quality tools
Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with goals
Ability to support Transactions in case of absenteeism on the floor and first point of contact for all escalations
Training and mentoring of new agents and refresher trainings for the team members
Quality audits and conduct analysis of quality metrics of individual team members and the entire team as a whole. Create and implement action plan for improvement
Responsible for managing attendance, performance improvement plan and incentives for the team
Manages leaves of assigned Team Leaders to ensure business continuity
Delivers client service level agreements and KPI's
Ability to support Transactions in case of absenteeism on the floor and first point of contact for all escalations
Responsible for Process level compliance on various standards and process improvement projects (Six Sigma, Lean)
Adhere to company policies and procedures and maintain customer record for tracking and retrieval
Regularly checks status of responsibilities assigned to Team Leaders-ensures that data are in place for tracking of progress
Ensures that Team Leaders have disseminated process updates on time
Creates Promotes Pragati awareness
Discusses possible attrition and staff planning
Senior Group Leader (Nov 2017 – Aug 2020)
As part of the Transaction operations team, lead a team of 80-150 associates with 10 team leads driving performance management and client SLA's focusing on productivity, Quality and other process related hygiene factors
Control CPM performance through DMAIC/Six sigma/Application of Quality tools
Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with goals
Ability to support Transactions in case of absenteeism on the floor and first point of contact for all escalations
Training and mentoring of new agents and refresher trainings for the team members
Quality audits and conduct analysis of quality metrics of individual team members and the entire team as a whole. Create and implement action plan for improvement
Responsible for managing attendance, performance improvement plan and incentives for the team
Manages leaves of assigned Team Leaders to ensure business continuity
Delivers client service level agreements and KPI's
Ability to support Transactions in case of absenteeism on the floor and first point of contact for all escalations
Responsible for Process level compliance on various standards and process improvement projects (Six Sigma, Lean)
Adhere to company policies and procedures and maintain customer record for tracking and retrieval
Regularly checks status of responsibilities assigned to Team Leaders-ensures that data are in place for tracking of progress
Ensures that Team Leaders have disseminated process updates on time
Creates Promotes Pragati awareness
Discusses possible attrition and staff planning
Group Leader (June 2014-Nov 2017)
Responsible for managing team of associates/Team Leads
Have the ability to manage shifts as a back up to SGL/Manager
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, assess customer’s needs
Motivating associates through effective management, career development and implementation of reporting mechanisms
Analysis of reports including process dashboards and team performance reports
Handle customer complaints and provide resolution for escalated calls
Training and mentoring of new agents and refresher trainings for the team members
Create and manage employee engagement plans and R&R
Directly responsible for tenure protection including taking necessary steps to control attrition
Staff motivation, performance appraisal of team members and counseling for performance and capability building in conformance with goals
Quality audits and conduct analysis of quality metrics of individual team members and the entire team as a whole. Create and implement action plan for improvement
Delivers client service level agreements and KPI’s
Ability to support transactions in case of absenteeism on the floor and first point contact for all escalations
Communicates with the client through schedule weekly deck meetings
Approves and plot Vacation Leave for agents
Handles Team grievances using appropriate approach
Create process flow charts and maps
Advice and guide team leads on handling team performance and behavioral issues effectively
Part of the decision-making body in administrative hearing
Delegate task to deserving agents and team leads
Team Leader (September 2012 – June 2014)
Manage agents’ performance and behavior
Monitoring calls in accordance to quality
Guiding new agents in the new process, providing support/trainings i.e grammar, pronunciation
Regular coaching and feedback sessions on agents’ quality of work
Providing sanctions to agents not conforming to company’s policies
Check agents’ abilities and skills and provide guidance on growth
Corresponds with the client on the quality of work
Handle customer complaints and provide resolution for escalated calls
Create and manage employee engagement plans and R&R
Directly responsible for tenure protection including taking necessary steps to control attrition
Staff motivation, performance appraisal of team members and counseling for performance and capability building in conformance with goals
Communicates with client on escalations and quality improvement
Motivating associates through effective management, career development and implementation of reporting mechanisms
Reporting team’s performance on a weekly basis
Create action plan for agents and follow through by constant monitoring
Real Time Analyst (September 2010 – August 2012)
Manning the queue in the whole process production area
Informing agents for calls waiting
Ensures agents are adhering to schedule breaks
Sends out hourly and daily report on how the site is doing
Communicates with the client on any tool issues and report it real time
Manages reporting for faults issues, adherence and SL
Inventory on headsets
Customer Service Representative (January 2009 – August 2010)
Assists customers in their billing issues, calculates and check their outstanding balances
Merges accounts in one billing
Ability to pacify irate customers and build rapport
Provide customer satisfaction by appropriately handling the call
September 2004 – January 2009
Stream Global Services, IT Park, Cebu City (September 2004 – January 2009)
Technical Support Representative - June 2007 – January 2009
Provides assistance on customer calling about issues on their device
Answers customer inquiries about technical
Ability to pacify irate customers and build rapport
Provide customer satisfaction by appropriately handling the call
Customer Service Representative – May 2005 – June 2007
Answer customer inquiries on billing, cancellation and retaining their accounts
Provides customer service in cancelling and retaining orders
Ability to pacify irate customers and build rapport
Provide customer satisfaction by appropriately handling the call
Payroll/HR Support Agent - February 2005 – May 2005
Assisting payroll specialist in distributing pay slip of Employees
Collates pay dispute of employees
Assisting HR employee engagement activities
Data Entry Analyst – September 2004 – February 2005
Check customers’ orders online
Approves orders after verifying customers’ details
Hit daily quota in processing orders
April 2003 – September 2004
NEC Technologies, MEPZA Lapu Lapu City c/o Cebu General Services Inc.
Quality Auditor
Inspects outgoing products in accordance to standard quality
Reports every defects of non-conforming item
SKILLS ACQUIRED
Knowledge of computer tools i.e. MS – Office and on-line tools
Excellent Communication Skills (Verbal and Written)
Strong interpersonal and influence management skills
Ability to work and communicate with people across organizational units
Ability to think strategically and translate strategy into action plans
Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
Ability to lead people on large, multi-functional efforts
Excellent knowledge of Customer Service
Decision making skills
Leading by example and ability to handle stressful situations
Knowledge of client and end-user requirement
ACHIEVEMENTS
Process Excellence Awardee Nov 2016
Pragati Award – Team Level Initative
Pragati Award
Pragati Award - Process Level Documentation
Pragati Award - Consolidation of Agents Monthly Stack Rank
Pragati Award - Team Overbreak Tracker
Pragati Award - Individual QA Score and Markdowns
Top Team Lead YTD Feb – July
Top TL - NPS Fiscal Year 2014
Pragati Award
Top Team Lead Fiscal Year 2015
Top Team Lead on NPS Fiscal February
Top Team March 2016
E D U C A T I O N
Cebu Institute of Technology Master in Business Administration Nov 2016 – Present
Cebu Institute of Technology Bachelor of Science in Business Administration Graduated Oct 2016
Cebu Institute of Technology 3 Years Associate in Information Technology June 2000 – March 2003
Mandaue City Comprehensive National High School June 1996 – March 2000
Maguikay Elementary School June 1991 – March 1996
Achievements
2000 DOST Scholarship Awardee (3 Years Grant)
Consistent Dean’s Lister Cebu Institute of Technology – Department Scholar
1996 Mandaue City Scholarship High School Awardee
5th Honorable Mention – Maguikay Elementary School
I N T E R E S T S
YOGA
Mountain Climbing
Travelling
P E R S O N A L D A T A
Date of Birth: March 8, 1983
Place of Birth: Cebu City
Age: 37 years old
Civil Status: Single
R E F E R E N C E S
DEXTER GABICA
Operations Manager
SHERYL MANALANG
Operations Manager
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