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**24A The Beacon Tower 1, Chino

Roces Ave., Makati City

091********

adcfbh@r.postjobfree.com

https:/www.linkedin.com/in/reumarryansedigo

Operations, Trainer, Entrepreneur, IT Software Business and Development, Marketing and Sales E

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NOVEMBER 2018 – PRESENT

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● Lead the development and oversee the implementation of policy and processes across all offices and in turn policy and procedural compliance

● Manage development and delivery of continuous improvements in all aspects of the service

● Lead and motivate staff to create a highly competent and participative team

● Control operational service within the Support Team

● Present and prepare reports on functionality and responsibility

● Work with other department leaders to understand business support needs, ensuring all services are cost effective and meet the requirements of Clients/Stakeholders

● Develop and deliver an integrated service that is informed by stakeholder views and puts into effect latest thinking, good practice and legislative requirements sdfsdf

● Liase with Staff

● Manage project and events

NOVEMBER 2015 – NOVEMBER 2018

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● Lead, motivate, and develop high performing teams of agents and SMEs within a time-sensitive and demanding environment to deliver on operational key performance indicators

● Work cross-functionally with various supporting teams (such as Quality Assurance, Training, Analytics) to ensure your agents are delivering exceptional customer experiences and meeting service level requirements

● Analyze the performance of your teams and provide constructive feedback on a consistent basis

● Be a Subject-Matter Expert (SME) on your team’s processes and policies

● Manage enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of team’s performance; escalate issues to Senior Leadership as necessary

● Develop new support processes and help designing teams with new skills required based on new LOBs in the COE

● Leading by example - maintain a positive, can-do attitude and encourage others to do the same

● Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations OCTOBER 2012 – JUNE 2015

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● Review billing invoices for completeness and accuracy. - Implement new products, services and legislative changes as required.

● Maintain high level of service excellence.

● Review billing invoices for completeness and accuracy.

● Support sales effort by participating in sales prospect site visits.

● Document and write follow up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call.

● Implement new products, services and legislative changes as required.

● Support sales effort by participating in sales prospect site visits.

● Negotiate services with clients and provide alternative solutions.

● Manages day to day operations in the company.

MAY 2010 – OCTOBER 2012

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● Accountable for the timely and accurate delivery of administrative services to their clients; responsible for coordinating all operational functions as necessary in order to enable the delivery of administrative services to their clients.

● Manage day-to-day client relationships for assigned clients; interfaces with client as primary major services contracts.

● Respond to client inquiries, research client issues, resolve service issues/errors, and demonstrate proactive, solution-based approach to enhance client relations.

● Review billing invoices for completeness and accuracy.

● Implement new products, services and legislative changes as required.

● Support sales effort by participating in sales prospect site visits.

● Execute special client related projects as required and facilitate meetings regarding project subject matter and status.

FEBRUARY 2009 – MARCH 2010

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● Deliver training to BPO new hires or to product specific requirements.

● Train call center aspirants to be equipped when applying for a BPO job.

● Work with Subject Matter Experts and other training personnel in the development of new programs and the maintenance of existing programs to further enhance quality and delivery of the company

● Assists in the assessment and coordination of call center new hires/recruits.

● Participate in the creation and delivery of valid exercises designed to provide effective hands-on practice to new and existing employees. 2

● Monitor and report on the effectiveness of education/training programs including staff attendance to the programs

● Make training modules for training call center new hires and applicants JANUARY 2008 – FEBRUARY 2009

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● Performs all duties assigned by my superiors/heads.

● Always on top 10 of Chase ranking

● Responds to client’s inquiries re credit card and online transactions NOVEMBER 2006 – DECEMBER 2007

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LVA/SOFT SKILLS TRAINER

● Facilitates day-to-day classes to assist clients in gaining knowledge and soft-skills needed to secure employment.

● Conducts classes in an atmosphere that promotes caring and respect in accordance with the Mission and Vision of the company.

● Prepares written weekly reports to Program Director/Operations Manager and Call Center Manager.

● Demonstrates understanding of Employability skills, teaching materials, and procedures with understanding of various teaching methods.

● Understands the need of and sensitivity to culturally diverse populations.

● Maintains close communication with Team Leads, Operations Manager and HR Manager.

● Instructs clients in job seeking, application procedures; resume writing, interview preparation and job retention skills and attitude. QA MANAGER

● Work with other staff within the company to determine and establish procedures and quality standards and to monitor these against agreed targets.

● Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications assessing customer requirements and ensuring that these are met

● Setting customer service standards; ensuring that the processes comply with standards set by the company internationally.

● Acting as a catalyst for change and improvement in performance/quality.

● Monitoring performance of all the agents/employees and give feedback and one-on-one mentoring.

OCTOBER 2005 – NOVEMBER 2006

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● Responsible for helping, teaching and mentoring call center agents for a particular subject matter area.

● Assist trainer and team leads with new agents/hires on production floor

● Monitoring performance of all new hires and give feedback and one-on-one mentoring.

● Directly reports to Head Trainer

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OCTOBER 2000 – MARCH 2005

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● This is a full-time program and lasts five or six months per year. We were based in Davao City in the Philippines but always travelled around Asia and Europe. We bring youth from all over the world and train and mentor them to the best of what they can be on their specific field of job/work and industry.

● Trains the youth with personal development

● One on One coaching and mentoring with trainees from all over the world.

● Lead teams for international exposure to countries around Europe and Asia

● Do seminars and training for leadership.

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JUNE 1992 – MARCH 1996

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I love sports and competing. I still compete in badminton. I do wakeboarding, downhill mountainbiking and Taekwondo.

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