Giselle Marie O. Villaroman

Blk * Lot * Visitaton Street Sacred Heart Village Kalookan City

(099*-*******

adcbiz@r.postjobfree.com

Summary of Qualifications

- More than 15 years of experience in BPO, 12 years of which as a Operations Manager handling more than a 100 voice agents and Team Managers for Inbound and Outbound campaigns.

- Proficient in office productivity tools especially Microsoft Excel.

- Monitors quality of calls, evaluates agents and Team Managers and develops processes to improve team performance.

- Prepares client and company required statistics reports such as staffing, efficiency, profitability and billing.

- Handles schedule analysis and workforce management.

- Closely works with Training and Quality to develop trainings targeted at overall performance improvement and customer satisfaction.

- Regularly evaluates and mentors Team Managers and Subject Matter Experts.

- Handles incident reporting, escalations and corrective action.

- Can manage a project with minimal supervision.

- Can work in a team

- Highly motivated and willing to acquire new skills.

- Exceptional communication skills. Can converse in English and Spanish Work Experience

- CA Telemarking Inc. dba Collective Solution Inc. Operations Manager

August 2010 – January 8, 2020

- CA Telemarketing Inc.

Operations Supervisor

February 2009 – August 2010

- CA Telemarketing Inc.

Team Leader

February 2006 – February 2009

- CA Telemarketing Inc.

Customer Service Representative

January 2006 – February 2006

- BAK Inc.

Customer Service Representative

June 2005 – December 2005

- MANGO

Fashion Consultant

May 2005 – June 2005

Education

- University of the Philippines

March 2011 – 2012

European Language [Spanish]

- Philippine School of Business Administration

June 2010 – March 2014

BS of Accountancy

- AMA Computer University

June 2001 – May 2004

BS Computer Science

Trainings Attended

- CCF – Call Center Fundamentals - April 2011

- Advanced Microsoft Excel 2003 - April 2011

- Advanced Microsoft Excel 2007 -May 2011

- Monday Morning Leadership – 8 mentoring sessions to become a better manager, employee and person -November – December 2010

- Good to Great Training Seminar - companies that make the change from good to great -June 2011

- Email Etiquette – rules on using and composing emails.

- Adaptive Coaching – skill-will matrix

- SMART Action Plan – goals based on the SMART concept

- Conducting Team meetings – do’s and dont’s of a professional team meeting.

- Managing by the metrics – use metrics as basis of coaching.

- Handling Difficult Behavior – learned on how to deal with different types of attitudes.

- Coaching for Performance – analyzing metrics and come up with a coaching plan.

- Contact Center Association of the Philippines -CCAP – May 2010

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