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Manager Customer Service

Location:
West Town, IL, 60622
Posted:
May 19, 2020

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Resume:

Arnel E. Estiaga

Unit *C, LEM Condominiums

Baler corner N Garcia Sts., Makati City

Email: addbbx@r.postjobfree.com

Mobile: 090********

Career Highlights

oExperience in start-up companies

oHandled multiple accounts like Telco, Healthcare, Utilities, Technical, Sales and Ecommerce

oExpertise on Operations process engineering and implementation

oHas experience on PnL

o15 years BPO experience from different department and levels:

oVP for Operations

oHead of Operations PH PSC

oSenior Regional Quality Manager

oDirector of Operations

oQuality Assurance (QA)

oCustomer Satisfaction (CSAT)

oOPS Team Lead

oSite CSAT Manager

oAssistant Call Center Manager

oAssistant Learning and Development Manager

oLeadership and Development Manager/OD

oDirector for Operations

oISO 9001-2008 certified as process audit

Work Experiences (from current to past):

Head of Operations

RAF Solutions and Services – a BPO Company

April 2017 to present

Head of Operations – Ekonflux Solutions – a Lazada BPO

Lazada Regional Group

January 2016 to March 2017

Responsibilities:

oOne of the brains in establishing Ekonflux Solutions Inc. – a Lazada in house BPO.

oHandling and managing daily Operations of EKSI

oOversee Operations of Singapore, Philippines, Hog Kong, Malaysia, Thailand and Indonesia both Customer Service and Partner Support Center (voice and non-voice)

oIn charge of Headcount planning, projection and capacity based on the client’s need.

oEnsure that the site will deliver or exceed client’s KPI goal

oEnsure that agents are motivated that will result to low attrition (1.8% attrition based from the last 6 months data)

oLead the weekly, monthly and quarterly Business and KPI Review with the clients.

oAttend to high level daily, weekly, monthly calls with both Lazada Regional Executives and the clients.

oWork closely with Recruitment to ensure that we fill the classes needed by the client

oManage the cost of the company, work closely with the finance team and ensure that PnL is within the threshold.

Regional Senior Head – Partner Support Center/Vendor Operations

And Head of PSC PH

Lazada Regional Group

August 2015 to December 2015

Responsibilities:

oHandling daily Operations of PH PSC

oResponsible for ensuring that action plans are implemented and resulted to positive trend on PSC KPI

oOversee PSC Quality (Partner Support Center Operations) for 7 Countries

oImprove the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

oRoll out region wide initiatives for Quality and Training

oPlay a significant role in long-term planning, including an initiative geared toward operational excellence.

Site Lead

Alorica Philippines Inc. - Cebu

Clients: AT&T

August 2014 – August 2015

Responsibilities:

oDrive and Improve Site’s attendance, Attrition and KPI Performance

oHandling Operations, Quality and CSAT – Customer Satisfaction of US based clients

oImprove the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

oManage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

oPlay a significant role in long-term planning, including an initiative geared toward operational and KPI excellence.

oOversee overall financial management, planning, systems and controls.

oRegular meetings with Executive Director around fiscal planning.

oSupervise and coach office manager son a regular basis.

Senior Operations Manager

Access Worldwide Inc.

Client: AT&T

From March 2014 – August 2015

Responsibilities:

oManage day to day operations of the site

oEnsure that excellent quality of customer service is provided by the frontline team

oPlay a significant role in long-term planning, including an initiative geared toward Quality and Operational Excellence

oRegular meetings with Executive Director around fiscal planning.

oSupervise and coach office manager on a weekly basis.

Director for Operations, Quality and Customer Satisfaction (CSAT)

Safety Harbour Creative LLC – a US retail company

Clients: Ebay.com and Amazon.com

From October 2012 to January 2014

Responsibilities:

oEnsure that the write ups, galleries, specs of each product to be posted to EBay and Amazon sites passed the international and global quality standards

oImprove the operational systems, processes and policies in support of organizations mission -- specifically, support Quality, CSAT and better management reporting, information flow and management, business process and organizational planning.

oOversee Quality team of Philippines, India, Guatemala and Indonesia (Asia Pacific sites)

oManage and increase the effectiveness and efficiency of Quality through improvements to each function as well as coordination and communication between support and business functions.

oOversee overall financial management, planning, systems and controls.

oRegular meetings with Executive Director around fiscal planning.

oSupervise and coach office manager on a weekly basis.

Leadership and Development Manager/OD and Process Improvement

Teleperformance

April 2008 – June 2012

Responsibilities:

oWorking with business leaders and managers to identify training needs and trends within the business

oDesigning, both in-house and with expert third parties, a solution which includes a blended approach to learning such as coaching, classroom training, 1-2-1 sessions, action learning & e-learning

oDelivering these blended solutions and training sessions to the delegates, mostly at management level from team lead and up

oManage and oversee the development of operations management especially the team leads

oConducts regular process audit to all accounts/projects of the company and provide results, analysis, feedback and suggested interventions to the senior management team

oWork hand in hand with the program management and roll out intervention to fix opportunities and improve operations performance

Assistant Learning And Development Manager

Teleperformance

June 2007 – April 2008

Responsibilities:

oEngage and influence program and site management in driving Training and Development initiatives

oEngage units to co-create Training and development programs/plans

oDesign, Plan and execute specific unit requirements including Domain and Skill certification

oRoll out and Drive Training need analysis

Assistant Call Center Manager/AOM

Teleperformance

January 2007 to June 2007

Responsibilities:

oSetting and meeting performance targets for AHT, efficiency, sales and quality

oManaging the daily operations of the call center

oLiaising with supervisors and team leaders to gather information and resolve issues;

oMonitoring random calls to improve quality, minimize errors and track operations performance

oCoaching, motivating and retaining staff and facilitate employee engagement activities

Site CSAT Manager

Teleperformance

June 2006 – January 2007

Responsibilities

oDirectly supervising, being the role model and providing leadership to all road staff, creating and supporting opportunities for their personal and professional growth and development.

oEnsuring the team leads has been trained and has the tools necessary to be successful in improving site CSAT performance

oHolding regular management meetings with operation managers providing CSAT update, opportunities identified and suggested intervention

oConduct CSAT activities on the production floor to hype up employees and improve CSAT

oConduct weekly calibration meeting with OPS and Quality team

oProvide daily, weekly, monthly and quarterly CSAT report and analysis to OPS management

Operations Team Lead

Teleperformance

January 2006 – June 2006

Responsibilities:

oManage a team of 18 – 22 agents on the floor

oConduct daily monitory and one on coaching

oProvide daily, weekly and monthly performance review of each agent and the team’s performance

oFacilitate employee motivation activities

Customer Service Representative

Teleperformance

June 2005 to January 2006

Responsibilities:

oAnswers daily phone in inquiries from the customers

oProviding excellent customer service by handling and resolving their issues one and done

oParticipate in all team and site’s activities

Customer Service Manager

Globelines

June 1999 – October 2003

Responsibilities:

oHandle day to day customer service experience of walk in and phone in clients

oAnswers customer’s level 2 escalations

oCreate promos to improve customer service

oProvide daily, weekly and monthly CSAT reports to senior managers

Education:

Post Graduate

Masters in Public Administration (24 units)

Panay State Polytechnic University

April 2003

Tertiary

Bachelor of Science in Mass Communications

Major in Broadcasting

College of Mass Communications

West Visayas Sate University

Iloilo City

Secondary

Our Lady of Fatima Academy

A Dominican Sister Managed School

Character References:

Judith Azarcon - Marquez

President- RAF Solutions and Services

Mobile: 091********

Cecil A. Doronila

Head – Admin – RAF Solutions and Services

Mobile: 091********

Jeanne Marie Macandog

HR and Sourcing Manager

Alorica Philippines Inc

Cebu City

Mobile: 091********

I certify that the above information is true and accurate.



Contact this candidate