Danilo P. Constantino, Jr.

Training and Quality Supervisor

253-***-**** ad2bfu@r.postjobfree.com

Summary

A driven people manager and educator who thrived in different settings and excelled in the fields of learning and development, quality assurance and operations. An innovative and forward-thinking professional with a passion for fostering profitability, efficiency, and excellence in existing operations, development and scaling of start-up organizations, and maintaining an entrepreneurial vision and approach in leveraging relationships to drive additional business opportunities

Experience

Training and Quality Supervisor

April 2019 – May 2022

Cardinal Health International Philippines 6F W City Center 7th Ave BGC

● Develops and coaches the performance monitoring team within the whole MNL At Home Solutions team

● Promotes and fosters a professional, positive, accountable, dynamic team environment

● Drives operational effectiveness and efficiency through process improvements

● Communicates goals and expectations to team

● Focuses on the development and growth of employees

● Collaborates and partners with other departments to provide optimal customer and employee experience

● Executes against projects and ad-hoc assignments as assigned based on business need Learning and Development Manager

March 2016 – December 2018

Uber Systems, Inc 21F SM Aura Office Tower, Taguig City

- Project managed learning initiatives like Team Lead Development Program and Training, Quality and Operations Collaborative meetings which bridged the gap, and provided help to the operations meet its KPIs

- Established L&D strategy, and owned execution of learning program through performance monitoring, coaching, and motivating team members

- Developed, and maintained new and existing learning programs within the center of excellence

- Led the Learning Team Leads to motivate, empower, and drive strong performance across Learning KPIs

- Built and maintained tracking to analyze the quality and effectiveness of the learning experience

- Continuously improved the Learning and development program to bring the function in line with industry leading standards

Operations and Quality Manager

July 2015 – March 2016

Quick Technology Solutions Tycoon Building, Ortigas Centre, Pasig City

- Handled the day-to-day Operations of a startup BPO company.

- Spearheaded the creation of Quality, Training and Operations guidelines for the company.

- Led the team in starting a new program – including project management, client consultation and handling operations in the first 90 days.

- Met with clients and potential clients, selling our services and closing the deals.

- Prepared and presented weekly and monthly business review for the company leadership and the clients.

- Supervised the Quality Team, coordinates with the client QA in calibrations, meetings so that the company would meet the client QA Targets and requirements.

- Built a satellite office in Alaminos City, Pangasinan. Did project management including oversight in building the office, hiring of staff, recruitment of agents, running day-to-day operations. Quality Supervisor

September 2012-July 2015

Harte-Hanks, Inc. 4F Market! Market! Mall, Fort Bonifacio

- Handled a Team of at least 20 Quality Assurance Analysts, Tech Leads and Subject-Matter Experts.

- Mainly responsible in pushing compliance regarding QA evaluations for the whole program. Maintains audit allocation for each QAAs and for the whole program.

- Ensured that the Team meets the client requirements regarding Quality (call recordings and number of evaluations).

- Facilitated Quality Orientation for New Hires. This is a 5-day session (2hours/day) with agents on training.

- Acted as go-between for Internal Operations Team and Client’s QA Department in regards to Quality Updates and client requests/escalations

- As a Supervisor to QAAs, Tech Leads and SMEs, was responsible for maintaining client goals and objectives that includes: Quality, Customer Satisfaction Survey, First Call Resolution and AHT.

- Provided QA analyses and worked with Operations and Training in formulating Action Plans.

- Managed real-time support provided by SMEs, reports emerging issues and trends on call drivers. Provided insights to operations regarding factors which affects AHT.

- Spearheaded QA-related programs (e.g. QA-Operation Supervisor Partnership, Call Listening Alignment Sessions), saw to it that the program is run according to its objectives, provides weekly progress report and prepares post-program analysis. Made sure that everybody was aligned with the objectives of the said project.

- Calibrated with clients as well as other vendors regarding existing Quality Guidelines

- Provided Process Improvement Proposals to Operations and Clients as well. Was responsible to several processes that were adapted by the whole quality team internally as well as by the clients who had used the same as standard process across all vendors.

- Served as NICE administrator for the company’s Manila and US sites. NICE Systems is used by many BPOs for capturing and analyzing customer interactions. Provided resolution to NICE-related issues, including profile related problems and application troubleshooting. Created different evaluation forms used for Quality Assurance.

- Responsible for maintaining Customer Satisfaction Reports (CSS and FCR) handed down by clients, handled the team who scrubs each surveys, provides weekly and monthly analyses from the scrubbing of each failed surveys. Provided insights on what each department could do to enable agents provide better customer service (like additional training for identified issues, call listening sessions, team huddles).

- Responsible in coaching Tech Leads / SMEs who are each supporting an Operations Team. They have a unique role in the program as they also fulfill the role of an assistant team lead.

- Made sure to identify the skills and needs of each team members. Requested for skills training for each and formulated performance improvement plans for some. Most team members were promoted as trainers and supervisors in less than a year.

Senior Quality Assurance Analyst

May 2011 – August 2012

Harte-Hanks, Inc. 4F Market! Market! Mall, Fort Bonifacio, Taguig City

- Audited calls from on-shore and off-shore agents across all lines of business

- Facilitated Internal and External Calibration sessions

- Facilitated New Hire QA Orientation

- Facilitated QA and Supervisor onboarding, orientation and certification

- Processed and evaluated QA dispute from Operations

- Communicated QA updates from the client, quality team and operations department.

- Responsible for coaching New Hires on Academy Bay (ABAY) and sends weekly ABAY QA Progress Reports.

2

Quality Assurance Analyst

September 2009 – April 2011

TeleTech, Inc. 4F SM City Bacoor, Cavite

- Evaluated voice calls and chat interactions of on-site agents.

- Coached agents regarding their opportunities.

- Served as POC for Chat QA, maintains reports, and coordinates with Operations and Training for the needs of the LOB.

Technical Support Representative

October 2008 – September 2009

TeleTech, Inc. 4F SM City Bacoor, Cavite

- Provided technical assistance to DSL customers which includes PC troubleshooting on connectivity, software, hardware and networking.

- Acted as Assistant to the Team Leader

- Was in-charge of a satellite team consisting of 3-4 TSRs

- Worked on escalated calls from Level 1 agents

- Took inbound calls for clients

Customer Support Representative

November 2007 – September 2008

ETelecare Global Solutions Shaw Blvd. Mandaluyong City

- Worked on escalated calls from Level 1 agents

- Took inbound calls for clients

Seminary Regent / College Instructor

March 2004 – May 2007

Colegio San Jose De Alaminos Alaminos, Pangasinan

- Taught Thesis Writing, History of Philosophy, Basic, Church and Philosophical Latin, Religion and Spirituality.

- Served as moderator to pro-college seminarians. Prepares for their schedule, activities, spiritual and academic readings

- Acted as assistant to the seminary rector and is responsible for the major seminary’s academic and spiritual activities.

- Acted as assistant to priests in 6 different parishes heads the liturgical and youth ministry on these parishes.

- Conducted spiritual lectures, liturgical seminars, school recollection and vocation campaigns across the whole Diocese of Alaminos.

Education

Colegio San Jose De Alaminos

AB Philosophy, 4th year, undergraduate

Don Bosco College Seminary

AB Philosophy, 1st to 3rd year

Polytechnic University of the Philippines

AB Mass Communications, Major in Broadcasting, 2nd year, undergraduate 3

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