Registered Nurse Manager

RAYMART DENAGA

*** **** * *** *****, ** DE Agosto, Brgy Hagdang Bato Libis, Mandalayong 1550

C: 091******** E: *************@*******.*** l https://www.linkedin.com/in/raymartdenaga

Summary

Provides Thought Leadership and Client Management

Builds and Leverages Customer Relationships

Leadership Presence, Problem Solver, Innovator and Motivator

Attention to Details and Achieves Extraordinary Results

Coaches for Improved Performance

Collaborates to Achieve Organization Goals and Develops Talent

Drives Change and Engagement

Employment History

Company Name : Concentrix (CNX Convergys Philippines Incorporated)

Position : Customer Support Associate, Senior Customer Support Associate,

Team Leader

Location : 2nd Floor Worldwide Corporate Center, Shaw Boulevard,

Mandaluyong City, Metro Manila Philippines, 1552

Industry : Business Process Outsourcing (BPO)

Specialization : Customer Support, Sales, Technical and Retention (B2C)

Date : May 2012 to August 2019

Company Name : PSG Global Solutions Inc

Position : Senior Team Manager

Location : 22F Standard Chartered Building, 6788 Ayala Avenue, Makati

Industry : Recruitment Process Outsourcing (RPO)

Specialization : HR Recruitment, HR Recruiting Support and Admin

Date : August 2019 to present

Experience Highlights

Proponent of the Modification for Training Road Map for Different LOBs

Streamlined New Hire Curriculum and Certification Process for Retention LOB

Shaped Materials to Aid Operational Gaps and Bridge Opportunities

Handles multiple LOBs ranging from Customer Support, Sales and Retention

Exceeded Annual Sales Goal Attainment for Year 2018/ Sales POC

Consistent Top Performer for Retention and Sales

Rewards and Recognition (RnR) Champion/POC

Upskilling SMEs on Client updates and processes

Top Quartile Team Leader for the Retention LOB (biggest LOB for 2019)

Has sharp analytical skills and well language with reporting tools

Has experience in Quality Monitoring as part of the Team Leader Role

Team has been consistent in Quality performance

Has spearheaded and executed Streamline/Transition Roadmap for new Agent

Has basic background in Staffing and Capacity Planning

Recruiting Leader both with Professional and Commercial Background

PSG Global Solutions Inc.

Senior Team Manager

August 2019 – Present

Manages performance and daily operations of a team of recruiters/researchers and directs them to meet/exceed goals defined with clients.

Develops and manages tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager.

Ensures successful implementation, continual operation and success of accounts, by collaborating with different work groups.

Builds recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client

CNX Convergys Philippines Inc.

Shaw Boulevard, Mandaluyong City

Team Leader, Operations

September 2014 to August 2019

Handled a Team with 15 to 20 direct reports, effectively coached, identified and developed action plans for improvement and progressive actions.

Handled escalations, communicated expectations and updates in a timely manner on current internal work processes, policies and procedures.

Promoted objective core values on both behavior and attitude on how a team should operate.

Ensured that the Team consistently meets the Program’s Key Performance Indicators.

Monitored, evaluated and coached agents on their behaviors that drives performance.

Internal Quality Auditor

February 2014 to August 2014

Streamlined and Pioneered the Operations Internal Audit Process and Guidelines.

Started and Linked Training, Quality and Operations (TQO)

Facilitated weekly calibration and quality updates with Team Leaders and Senior Agents.

Monitored targeted calls of outlier agents based from client report.

Audited random calls on a daily base highly focused on red flags and grave callouts

Weekly touch base with the Client and other stakeholders

Senior Customer Support Associate

February 2013 to January 2014

Assisted a Team Leader in handling 15 to 20 direct reports, monitored calls, observed behaviors and coached agents on product and process updates.

Handled escalation calls and did call review to ensure that the quality of all calls is maintained.

Conducted call listening activities and carried out collaborative action plans with Team Leader.

Monitored adherence to shift schedules and provided notification according to company policy in the absence of the Team Leader.

Customer Support Associate

May 2012 to January 2013

Assisted customers in basic Account Management, Customer Support and Billing queries.

Handled activation of accounts and basic technical troubleshooting.

Processed sales-related request and upselling.

Scholastic Background

Tertiary : Union Christian College

Bachelor of Science in Nursing

Graduated with Honor

AY 2006 – 2010

: De La Salle – College of Saint Benilde

Diploma in Human Capital Management – In Progress

AY 2020 – present

Training Sessions Attended

Training Attended

Basic of Lean and Integrated Six Sigma (BLISS) White Belt Certified – September 2018

Convergys Leaders as Coaches Workshop 1 – October 2014

Convergys Leaders as Coaches Workshop 2 - February 2015

Quality Workshop (QFS) - 2013

Emotional Intelligence (EI) Training

RMS (Recruitment Management System) Training

Achievement

TOP Quartile Team Leader for YTD 2019

TOP Team Leader for Quarter 3 (Q3) 2018 – Balanced Scorecard

TOP Team Leader for JUNE 2018 – Balanced Scorecard

TOP Team Leader for JULY 2018 with Highest Pass Rate

Highest SALES Attainment for JULY, AUGUST and SEPTEMBER 2018

TOP Team Leader in Customer Experience (CSAT)

TOP Quartile Team Leader for the Year 2018

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