Jonathan Natalicio

Site Director at Teleperformance - Mall of Asia

Mobile: 091*-***-**** Email: ada2kg@r.postjobfree.com

Summary

Strong business operations and client relation’s management. Effective project management and able to handle multiple projects. Excellent time and organizational management, including facilitation and presentation proficiency.

Specialties: Strong leadership and interpersonal skills with experience in demonstrating successful client relationship management.

Experience

Teleperformance May 2009 - Present

Site Director (May 2016 to Present) Operations Director (July 2018 to Present)

The primary leader of site operations and coordinates between programs, support units and company leadership to deliver on all key universal metrics for the site.

Director of Operations (February to April 2016 and July 2018 to Present)

Takes the lead in managing all aspects of the organization’s operations to meet established objectives for growth and profitability. Execute financial forecasts, develop tools to control expenses and oversee personnel management and delivery of services.

General Manager (February 2014 to February 2016)

Determines call center operational strategies, performance reviews, capacity planning, and cost/ benefit analyses. Meets call center financial objectives by estimating requirements; preparing budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Center Manager (August 2012 to February 2014)

Responsible for overseeing day-to-day operations of the call center. Act as liaisons between the company and clients. Ensures that the needs of clients - from billing questions to training requirements - are met and will contribute to company's profitability.

Program Manager (March 2010 to August 2012)

Manages account and supervise the overall operations related to customer service, technical support, sales, client services and project implementation and administrative functions.

Area Manager (May 2009 to March 2010)

Responsible for successful service delivery within the prescribed productivity targets, and accountable for client’s account and operations’ performance.

Dell June 2006 - May 2009 (3 years)

Technical Support Manager

Technical Support Manager (March 2008 to May 2009)

Responsible for coordination, status reporting on plans and strategies to drive performance and ensuring that the program meets or surpass goals / key performance metrics.

Project Manager for Customer Care (June 2006 to March 2008)

Administer and monitor program set-up, performance, assessing needs, design and development.

SVI America August 2001 - May 2006 (4 years 10 months)

Operations Supervisor (October 2004 to May 2006)

Accountable in the continuous development of agents, monitoring and meeting team performance / goals.

Quality Assurance Analyst (January 2002 to October 2004)

Creating / Updating quality guidelines for specific campaign and responsible for the implementation, training agents about the product and services of the program/s.

Contact Center Agent (August 2001 to January 2002)

Performing product advertising and telemarketing for client’s product campaign/s.

Chase Technologies Inc. August 1999 - January 2001 (1 year 6 months)

Technical Sales Engineer

Technical Engineer (Sales and Support) Responsible Software Applications, System Analysis and Preventive Maintenance.

Education

Adamson University Bachelor of Science, Computer Engineering

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