Ernesto J. Santos III

*** ********* ** ****. ******, Pasig City

Contact number: 099********/091********

Email address: ad3m4x@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Backed up with a total of more than 12 years’ worth of experience that includes maintaining a very high level of performance and gives assurance of being goal oriented and results driven. Has intimate knowledge on how to develop agents from new hire stages to keeping tenured employees checked and motivated. Recognized to have an innate capacity to identify potential leaders and interject proper skill sets to create new leaders and support personnel for the company. Has the ability to find out core issues and uses root cause analysis to create structured solutions with an appropriate and applicable follow thru process.

● Enhanced, strategic and analytical agent development

● Multi-skills management, productivity efficiencies and conflict management

● Project start up planning, development and sustained performance

● Account management and customer satisfaction

● Team building and staff retention

● Possesses significant people skills, as I am able to establish valuable rapport and affinity with others and interact with all levels of management.

● Focused and steadfast on achieving set goals without supervision both by initiative and assigned.

● Receptive to new learning and ideas, open to enriching my experiences, and likewise willing to be trained.

● Has competent leadership quality, having initiative and capable of taking charge in team efforts.

● Goal and career-oriented and highly motivated, unsatisfied with mediocre efforts.

● Dedicated, responsible, efficient and enthusiastic towards work.

● With great enthusiasm in traveling—perceived as a venue not only for discovering places, but diverse people, cultures, practices and lifestyles as well. EMPLOYMENT BACKGROUND

Loveseat Inc (Online Retail and Auction) - Customer Experience Manager

● Overall manage the customer experience team on identifying daily issues by creating, implementing and executing strategies in maintaining and exceeding the company's goal in providing quality customer service.

● Mapping schedules by forecasting the volume of ticket to meet/exceeds service level expectations.

● Maintain operational excellence by creating and continuously improving processes and policies.

● Created and Authored multiple policies and processes such as Return and Refunds, and KYC policy.

● Spearheaded projects that helped the company to innovate technical approaches that affect operations and customer experience excellence..

● Handles escalation by conducting thorough investigation and providing effective solutions and preventions to limit such instances (Zendesk, Zoho, Google)

● Handles social media reviews and complaints (Facebook, Instagram, Yelp, Google Business, BBB).

● Handles financial disputes submitted by customers (credit/debit card chargebacks - Stripe).

● Provide coaching by providing feedback to Team Leads. Conducting developmental and up-trainings to enhance skills and equipped them with necessary knowledge in achieving goals.

● Responsible for maintaining and exceeding performance by consistently checking the team's scorecard.

● Providing multiple reports that will showcase success of the business that includes Service Level Adherence, Customer Satisfaction, NPS, Quality Assurance and, Total Response Time, Total Resolution Time and Financial Implications.

● Manage Attendance and Attrition. Identifying risk and creating contingencies in meeting a high level of reliability within the company.

● Engage and provide feedback on employee engagement and satisfaction in creating a positive environment within the company.

● June 2021 - February 2024

Google Ads/Shopping Team Lead - Cognizant Technology Solutions Philippines Inc.

● Wave 1. Handled the first pure chat and Inbound/Outbound call team.

● Lead, develop and motivate 10-15 associates daily.

● Construct daily strategies based on recent team performance. Provide direction and plan of action on continuous team and individual improvement. Creating an effective game plan in prioritizing tasks and deliverables.

● Identify root-cause that affects KPIs by actively monitoring calls and chats, provides real-time checking and assistance in responding to email cases.

● Give consistent feedback through coaching sessions, weekly and monthly scorecards. Performance management to create awareness and consequences.

● Highly investive on continuous process improvement by experience. Handling cases to know any gaps and provide recommendations in making things better.

● Schedules and facilitate product and process training. Making sure that team is updated to avoid any customer or client issues and escalations.

● Weekly Quality Assurance calibration. Discussing opportunities and collaborating with the team.

● Assist WFM in solving any SLA issues. Provides feedback on forecasting, scheduling and staffing. Creates break/lunch schedule for chat and inbound/outbound call team.

● Created process document for inbound and outbound calls.

● Handles escalations by doing investigative work. Provides a timeline report and discusses it to the clients with a corresponding action plan for prevention.

● Evaluates and assess risks. Establishes approach to mitigate any foreseen concerns from even happening.

● Implements and adheres to client and company policies.

● Top Team Lead for the month December 2020 and January 2021.

● August 2020 - April 2021

Travelliance Inc (Travel and Logistics) Operations Manager

● Oversee daily operations by creating strategic plans in making sure service levels set by clients are met daily.

● Handles real time escalations and investigates issues that affect service level. Address issues by reaching out to partners to formulate an effective action plan to minimize/prevent any forms of complaints from happening again.

● Receives inbound/outbound calls and emails from the clients. Take over critical requests. Identify and resolve all customer issues.

● Provide feedback to Account Supervisors/Team Leads/SME in coaching and identifying agent behaviors to continuously improve and develop skills required in maintaining good customer service and meet daily, weekly and end of month KPIs.

● Organize and conduct meetings to ensure daily performance is maintained. Weekly developmental meetings with leaders.

● Creates monthly reports to track bookings. Assist other departments in cross referencing the number of reservations matches with vendors.

● Handles and validates invoices and forward them to the client for billing.

● Billing concerns and issues with invoices.

● Creates schedules based on forecasts of request. Identifies over and under to meet client expectations on staffing.

● Monitor and manage account’s attendance, tardiness,absenteeism and manage attrition.

● Identify the risk of the whole operation.

● Involved in software sales.

● Handling Quality and Training Team.

● Provides weekly reports and monthly business reviews.

● Handles timekeeping and payroll

● April 2017 – July 2020

Hotwire (Retail and Travel) Supervisor III – Conduent

● Supervise and develop 15 – 18 agents on a daily basis.

● Identify behaviors through consistent call monitoring/SBS monitoring that is impacting KPIs.

● Create monthly, weekly, daily action plans to hit KPIs.

● Manage agent’s breaks/lunches – Aux usage to maintain interval compliance.

● Certified Community Manager

● Handled Customer Service (October 2015 – January2016). Top supervisor for the month December attaining an overall percentage of 101%. Achieved 100% to the goal for CSAT AND FCR.

● Managed Sales (January 2016 – March 2017). Averaged 100% to goal on Conversion for the month of March, April, May, September – December of 2016. Average CSAT 105% to goal. Vodafone NZ (Broadband and Telco) Supervisor – Teleperformance

● Supervise and develop 15 agents on a daily basis.

● Coach agent using TOPS technique on a daily basis.

● Identify behaviors that are impacting metric through consistent call monitoring and plug-in side by side with agents.

● Create monthly, weekly and daily action plans to consistently hit CSAT and AHT.

● Handheld billing concerns and issues.

● Master of complaints. Handles real time escalations and closes it.

● Handled pioneering email support.

● Top Supervisor for the month of April and May 2015.

● October 2014 – June 2015

AT&T Uverse Blue (Telco and Uverse): Team Manager – VXI Global Solutions BV

● Manage and develop 15 agents on a daily basis.

● Coach agent using different AT&T coaching tactics on a daily basis.

● Identify behavior that is impacting metrics through consistent call monitoring.

● Drive performance by creating a strategic action plan to hit Sales and CSAT consistently.

● Handled Billing concerns and issues.

● Top Supervisor for the month of April, June, July and August 2014

● November 2013 – October 2014

Assurance Wireless/Virgin Mobile: Team Leader – The Results Companies

● Supervise and develop 15 agents on a daily basis

● Coach 15 agents The Results Way on a daily basis

● Identify behaviors that is driving the metric through consistent call observations

● Create strategic agenda on a daily basis to drive key metric and correct agent behaviors

● August 2011 – August 2013

Real World Mentor (Virgin Mobile USA) – The Results Companies

● Supervise and develop 15 -30 new hire agents

● Responsible in identifying risk agent

● Coach 15 agents on a daily basis

● Conducts debriefing session to create awareness

● Monitor 15 – 30 agents on a daily basis

● July 2011 – August 2011

Customer Service Representative (Virgin Mobile USA) – The Results Companies

● March 2011 – July 2011

EDUCATION AND ATTAINMENT

Tertiary

International Business and Entrepreneurial Management San Beda College S.Y. 2004-2009

Mendiola Street, San Miguel, Manila

Secondary

Pasig Catholic College S.Y. 2000-2004

Justice Ramon Jabson St, Malinao R. Jabson St, Pasig City Elementary

Pasig Catholic College S.Y. 1994-2000

Justice Ramon Jabson St, Malinao R. Jabson St, Pasig City PERSONAL INFORMATION

AGE: 36 yrs. Old

BIRTH DATE: August 11, 1987

BIRTH PLACE: Mandaluyong MM

NATIONALITY: Filipino

RELIGION: Roman Catholic

STATUS: Married

CHARACTER REFERENCE

Sheila Navarro

Center Manager, Teleperformance

Contact: 099********

Anthony Henson

Associate Director, VXI Global Solution BV

Contact: 091********

Jed Buenaventura

Operations Manager, the Results Companies

Contact: 092********

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