MA. KRISTINA

LIMA

PROFILE

I have worked with individuals and

groups in creating and improving

systems and processes as well as

creating and implementing

performance management and

leadership development initiatives

geared towards ensuring the

availability of ready talents able to

execute business strategies and

achieve goals.

CONTACT

PHONE:

+63-917-***-****

EMAIL:

ada73l@r.postjobfree.com

WORK EXPERIENCE

Leisure and Resorts World Corporation Helpdesk Manager October 2015–Present

Built a helpdesk group, which serves as the main communications channel, ensuring that the issues encountered in the retail branches and shared service units in the organization are received, routed and resolved efficiently.

Led the development and migration of the team to the use of a market leader ticketing and call routing system.

Utilized change management techniques to effectively transition the organization to the use of a centralized help desk hotline from having no organized issue reporting system. Apart from having a centralized channel to contact for issue reporting, funneling in concerns into one contact channel allowed for the existence of a reliable repository of actual complaints and issues encountered on the ground at a given period of time.

As a member of a core team involved in high level strategy and operational execution, I utilize a data-driven approach to help generate and protect revenue and drive change and process improvement within the organization.

Works with various business units in documenting and streamlining their processes, identifying points of failure and recommending options to bridge the gap and improve performance and move towards customer centricity. I took part in the formulation of different workflows, policies, escalation and resolution guidelines that have been made available for use by our retail and some shared service groups. Ensures that an end to end monitoring process is in place for all concerns raised, through the different helpdesk contact channels, guaranteeing that the needs of retail operations, shared service units and the management team are met. This involves collaborating with different groups for out of the ordinary solutions to resolve concerns. Ensures that helpdesk processes are up to date, with the changing policies and procedures of the different shared service and retail operations units, by continuously coordinating and collaborating with the different shared service heads.

Participates in business development and expansion efforts by providing our operations and shared service unit groups with customer preferences and complaint feedback as well as trends on incident reports and service requests.

Managed a separate Resolutions Team unit which functions as project managers and liaison officers ensuring that resolution to the issues and concerns raised are properly coordinated and executed. Part of the Data Privacy protection core team. Actively working on improving systems and processes ensuring compliance to the requirements of the law.

247 Senior Officer - Organization Development and Talent Management

October 2013– October 2015

Evaluated existing corporate talent management strategies, both corporate and account specific, to ensure the continuous supply of internal talent ready to assume target positions.

Collaborated with various groups in the creation and implementation of leadership development interventions to help ensure that people strategies are aligned with business goals.

Created the foundation for a corporate mentorship program to support the leadership development initiatives of the organization. Created and launched a program specific leadership skills development program for call center agents transitioning to other roles in the organization.

Monitored the deployment of talent management and development processes, performance management and development systems and workforce planning processes.

Supported the operations management team in the proactive assessment and development of leadership skills.

Conducted leadership courses, training assessments and evaluations. Deployed corporate rewards and recognition programs. Oversaw the delivery and evaluation of the on boarding, foundation skills and management training.

Implemented Organization Development programs in support of various departmental needs such as but not limited to attrition and change management, talent development, capability building and continuous improvement.

247 Senior Team Leader

2012–2013

Managed intra and daily performance of team leaders and customer service representatives.

Managed an on line sales fulfillment account significantly reducing leakages in productivity.

Launched an escalations and retentions team managing high risk customer accounts.

Monitored and balanced financial impacting requirements such as service levels, interval conformance, productivity and compliance. Developed strategies to support program growth, team leader and agent competencies ensuring that resources are aligned with meeting client demands

247 Team Leader

2012–2013

Managed intra and daily performance of customer service representatives.

Monitored and balanced financial impacting requirements such as service levels, interval conformance, productivity and compliance. Developed strategies to support program growth and agent competencies ensuring that resources are aligned with meeting client demands.

eTelecare Global Solutions Team Leader

2006–2008

Managed teams in different lines of businesses such as Mobile Customer Service, Customer Escalations and VOIP Customer Service. Managed a group of Subject Matter Experts responsible for supporting operations in identifying product knowledge support needs and rolling out initiatives such as training and coaching.

eTelecare Global Solutions Team Leader

2003–2006

Experienced in both inbound and outbound call taking services handling online sales, home TV shopping, catalog sales accounts. EDUCATION

University of Santo Tomas

1999 - 2003

Bachelor of Arts, Major in Behavioral Science

Cum Laude

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