Project manager, Customer Service Manager, Team Leader, VA
Resume:
Apuzen Farm Purok * Barangay Mudiang Lower Acira
Davao City 8000
****************@*****.***
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
Philip Aquino
Senior Project Manager
Harlene Go
Senior Project Manager
Mary Jane Lumapas
Project Manager
Contact this candidate