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Project manager, Customer Service Manager, Team Leader, VA

Location:
Philippines
Posted:
January 27, 2020

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Resume:

Apuzen Farm Purok * Barangay Mudiang Lower Acira

Davao City 8000

092********

****************@*****.***

ANNA MARIE GARCIA

OBJECTIVE

To be in a working environment where I can positively involve myself, work hard and contribute my skills.

SKILLS & ABILITIES

Have huge experience in leadership in corporate and outsourcing (BPO) type of industries.

Managed various projects or programs such as Customer Service, Collections, Retention, Sales and Data Collection.

Able to take initiative and drive performance for exceeding metrics.

Experienced Project Manager working in the information technology and language services industry.

Have strong verbal and written communication skills; able to communicate in a clear, constructive and professional manner

Have wide knowledge in MS computer applications, Word, Excel and

Powerpoint

Have almost 10 years of experience in BPO industry

Have huge experience in handling call escalations, client escalations, practical and quality development skills

Have huge experience in various programs or accounts such as

Collection-based, Customer service, Retention, and Sales

Able to take initiative and drive performance for exceeding metrics

Able to multitask and take leadership roles in managing team performance

Customer-oriented in managing communications and issues

Able to modify one’s own behavioral style to respond to the needs of others while maintaining one’s own objectives and sense of dignity

Able to communicate with others in warm and helpful manner while simultaneously building credibility and rapport

Able to present information clearly through the spoken language

COMPANY: APPEN BUTLERHILL

ADDRESS: 3RD FLOOR METROLIFESTYLE BUILDING F. TORRES CORNER E. JACINTO DAVAO CITY 8000

POSITION: PROJECT MANAGER

INCLUSIVE DATES: JULY 2016 – NOVEMBER 2019

RESPONSIBILITIES:

• Communicate in a timely, clear and concise manner to stakeholders.

• Build and manage a virtual roster of proficient consultants that meets or exceeds program targets.

• Take fiscal responsibility for delivering required number of production hours for assigned programs.

• Provide daily, weekly and monthly reports and analysis as required.

• Analyze and evaluate statistical reports as a means to proactively identify and improve individual and roster results and improve client satisfaction.

• Execute day-to-day dynamic operational processes and adapt to changing client needs and expectations.

• Actively participate in quality service improvements.

• Assist in the development of guidelines and training material as well as annotate data for new or existing programs.

COMPANY: SUTHERLAND GLOBAL SERVICES

ADDRESS: IT PARK II, NINOY AQUINO HIGHWAY, BRGY TIBAG TARLAC CITY 2300

POSITION: SENIOR TEAM MANAGER

PROGRAM: FTD (FLORISTS TRANSWORLD DELIVERY) AND AMAZON RETAIL

INCLUSIVE DATES: JULY 2014 – MAY2016 RESPONSIBILITIES:

•Manage internal and client metrics; focus on controlling shrinkage and attrition

•Effectively lead, develop and manage a team of high-performance professionals

•Provide feedback on team members’ performance; write and deliver annual appraisals

•Ensure productivity and performance goals are met

•Handle client escalations to ensure satisfaction

•Handle top-level/complex customer escalations and provide resolution

•Consistently use and promote recognition programs; develop, implement and promote performance incentives

•Demonstrate the company culture by leading through example in both behavior and attitude

•Use expert communication skills to participate in calibration sessions and conference calls

•Analyze and interpret data to identify root causes of issues; suggest improvements

•Develop action plans to improve team performance

•Audit calls and give feedback to team members

•Respond to contact coaching requests

•Maintain detailed performance reports

•Drive team performance and motivation

COMPANY: IQOR PHILIPPINES

ADDRESS: BLDG 36 & 37 BERTAPHIL II JOSE ABAD SANTOS AVE CLARK FREEPORT ZONE MABALACAT PAMPANGA 2010

POSITION: ASSISTANT VICE PRESIDENT

PROGRAM: GE MONEY, METROPCS/TMOBILE, AT&T CONNECTECH

INCLUSIVE DATES: MARCH 2009 – JULY 2014

AT&T CONNECTECH

RESPONSIBILITIES:

•Manage internal and client KPI’s; focus on controlling shrinkage and attrition

•Oversee client engagement on all levels

•Ensure a high-quality customer experience to improve customer satisfaction

•Implement and manage operational process guidelines and governance models

•Attain all efficiency metrics of the program as defined by SOW

•Coach team leads/supervisors by establishing a thorough and measurable call monitoring program

•Support Team leads/Supervisors and consultants by providing back-up floor assistance

•Evaluate and manage performance

•Deliver well-organized program reviews to senior management and external clients

•Handle top-level customer and client escalations and provide issue resolutions

•Partner with Quality to ensure quality metrics are being met

•Oversee Quality control and PIP

•Adhere to SLA’s and work processes; manage cost effective operations

•Ensure 100% compliance to SLA and agreement terms as agreed with the client in scope of work

•Establish team goals and conduct performance appraisals

•Complete reports and data analysis and execute business plans

•Schedule and conduct team meetings and provide constant communication on product and policy updates

•Involve in recruitment by conducting interviews and screen applicants

•Attend call calibration with the clients

Assist in the career development of supervisors and contact center professionals

METROPCS/TMOBILE RESPONSIBILITIES:

•Ensure all program metrics are being met

•Effectively lead and develop diverse team members

•Ensure all program metrics are being met

•Audit calls and give feedback to team members

•Develop action plans to improve team performance

•Maintain regular program monitoring to assess retention of skills taught in training as well as quality of staff performance

•Create an environment measured by quality-based results

•Initiate and lead training and process improvement initiatives

•Meet or exceed all deadlines for reporting

•Participate in all calibration sessions and conference calls

•Provide feedback on team members’ performance and deliver performance appraisals

•Handle customer escalations and provide resolution

•Schedule and conduct team meetings and provide constant communication on product and policy updates

CONSUMER FINANCE AND SALES FINANCE RESPONSIBILITIES:

•Supervises and manages collection specialists and ensure that all performance metrics are being met

•Coach team members on how to effectively collect to delinquent account holders

•Attend calibration sessions with the client and conference calls

•Keeps track of daily, weekly and monthly performance, coaching opportunities, violations and other behavior related to work

•Calculate credit balances and payment arrangements made by specialists

•Provides product updates to specialists and reinforce policies set by the program

•Monitor calls and provide feedback to team members

•Handles customer escalations/delinquent accounts

•Verify every amount collected from the account holders to ensure accuracy

•Prepares payroll and ensure team members are paid correctly

•Facilitate team meetings, huddles, calibration to measure understanding in terms of product

COMPANY: SUTHERLAND GLOBAL SERVICES

ADDRESS: 24/F EXPORT BANK PLAZA CHINO ROCES AVE MAKATI CITY

POSITION: PROGRAM SUPERVISOR

PROGRAM: UOL RETENTION

INCLUSIVE DATES: NOVEMBER 2007 - MARCH 2009 RESPONSIBILITIES:

•Supervises and manages CSRs and ensure that all program metrics are being met

•Provides weekly performance coaching and conduct weekly quality monitoring

•Audit calls and give feedback to team members

•Creates and improves processes for daily operations use

•Keeps track of CSRs’ performance, coaching opportunities, violations or disciplinary sanctions

•Handles call escalations and provides resolution to ensure customer satisfaction

•Attends JCM or joint call monitoring with the client

•Attends client meetings and conference calls

•Maintain detailed performance reports

•Drive team performance and motivation

•Extract reports and analyze data to be able to know the root causes of the issues/problems

COMPANY: SUTHERLAND GLOBAL SERVICES

ADDRESS: BERTHAPHIL II, BERTHAPHIL COMPOUND, JOSE ABAD SANTOS AVE, CLARK FREEPORT ZONE

24/F EXPORT BANK PLAZA CHINO ROCES AVE MAKATI CITY

POSITION: QUALITY ASSURANCE SPECIALIST PROGRAM: UOL RETENTION

INCLUSIVE DATES: MARCH 2007 - NOVEMBER 2007 RESPONSIBILITIES:

•Responsible for auditing quality and providing feedback to Supervisors and Trainers

•Achieves daily, weekly and monthly monitor goals for call in accordance with account specified goals

•Monitor calls as per the prescribed guidelines and as per the schedule

•Assess the quality and accuracy of the calls monitored, including resolution accuracy

•Provide feedback to operations and language trainers

•Generate and implement MIP (s) as per the guidelines

•Generate QA scores and send the consolidated QA scores (reports)

•Attend calibration sessions and JCM

•Serves as point of contact for all quality issues and questions

•Ensures adherence to client’s standards and recommends or develops action plans or process improvements, if necessary to contain and correct quality problems

COMPANY: SUTHERLAND GLOBAL SERVICES

ADDRESS: BERTHAPHIL II COMPOUND, JOSE ABAD SANTOS AVE, CLARK FREEPORT ZONE AND

24/F EXPORT BANK PLAZA CHINO ROCES AVE MAKATI CITY

POSITION: MENTOR, POC, CUSTOMER SERVICE REPRESENTATIVE

PROGRAM: UOL RETENTION

INCLUSIVE DATES: AUGUST 2006 – MARCH 2007

•Handles retention calls

•Assists customers in cancelling their accounts and position save offers

•Takes escalation calls and assists team members in providing accurate resolution

•Acts as POC (point of contact) in the team

•Supervises the team when supervisor is unavailable

•Communicate individual performance to the team

•Mentors new agents

•Supervises and trains new agents and provides needed support

•Sends daily reports, product updates and related information

•Coaches and directs the team and drive them to achieve performance goals

•Creates daily progress reports

•Creates and maintain classroom environment Attends meetings with Product Trainers

COMPANY: CYBERCITY TELESERVICES

ADDRESS: CLARK FREEPORT ZONE MABALACAT PAMPANGA 2010

POSITION: CUSTOMER SERVICE REPRESENTATIVE / DOCUMENT ANALYST

PROGRAM: VARTEC TELECOM/HICKORY/HABAND PROJECT

INCLUSIVE DATES: NOVEMBER 2005 – AUGUST 2006 RESPONSIBILITIES:

•Assists in answering and discussing customer concerns and gives feedback on customers’ accounts

•Provided assistance in updating customer information, processing requests needed for their transactions

•Processed data and orders of customers

•Verify accurate documentation and check errors to finalize output Analyzes data and orders documented for processing

EDUCATION SAINT LOUIS UNIVERSITY BAGUIO CITY

Bachelor of Science in Financial Management

2000-2004

COLLEGE OF THE HOLY SPIRIT TARLAC CITY

Secondary Education

1996-2000

TRAINING AND

SEMINARS ATTENDED

Project Management Training

FTD (Florists Transworld Delivery) Product Training

Amazon Retail Product Training

Customer Service Training

Leadership Training

Suthlite Track Training for Program Supervisors

Collaborative coaching

Vartec Telecom Product Training

Hickory and Haband Product/ Process Training

Customer Service Training

GE Money and Financials Training

Foundation Training (Language and Communications)

UOL Product Training (United Online) Metropcs Product Training

AT&T Connectech Process Training

LICENCES AND CERTIFICATIONS

Writing Customer Service Emails

Business Writing Principles

Learning Sharepoint Online

Figuring out your next move

Getting Promoted

Leadership Blind Spots

Managing Up, Down and Across the Organization

Anger Management

Learning to be approachable

Managing Customer Expectations for Managers

Communication Foundations

Communication Tips weekly

Connecting with Peers in the Workplace

Decision-making Strategies

Effective Listening

CHARACTER REFERENCES

Charmian Joy Robles

Senior Project Manager

099********/ 096********

Philip Aquino

Senior Project Manager

094********

Harlene Go

Senior Project Manager

091********

Mary Jane Lumapas

Project Manager

091********



Contact this candidate