Manager Customer Service
Resume:
Arnel E. Estiaga
Unit *C, LEM Condominiums
Baler corner N Garcia Sts., Makati City
Email: ***.*******.***@*****.***
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
May 2018 to present
VP for Operations – Ekonflux Solutions – a Lazada BPO
Lazada Regional Group
January 2016 to April 2018
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