Manager Customer Service

Larissa C. Yumul

Quality Manager/Operational Excellence Manager

8E Seville Residences, Circulo Verde, Calle Industria, Bagumbayan, QC 1110

SG#: 65-82070575/PH#: 639*********

****.*****@*****.***

Objective:

To contribute creative management skills and experiences and collaborate with a team that enhances the organization’s success.

Skills and Expertise:

Quality Monitoring and Calibration, Competency Training, Performance Improvement Management, Client Relations, New Account Development, Operations Management, Reports Automation and Data Generation, Data Analysis, Customer Service, KPI Performance, People Management

Employment:

Quality Manager/Operational Excellence Manager June 2018 – January 2020

Visaya KPO, Manila

OPERATIONAL EXCELLENCE MANAGER:

-Identify Process Improvement opportunities in line with intelligent Operations framework and drive projects to accomplish them

-Train all stakeholder teams in creating SWOT/TOWS Analysis and establish call-to-action items

-Conducts weekly audits and reporting against compliance in all organizational standard procedures and policies (i.e. Process Improvement, Training Compliance, Department Governance, etc.)

-Project Champion in identifying and driving Process Improvement projects through Six Sigma and Lean Methodology

-Work on structured plans to constantly improve process capability, handle audits and track findings

-Provide education and upskilling of Service Delivery staff on concepts of Process Improvement methodologies, RCAs, Delivery framework, Analytics, etc.

-Responsible for the administration and evaluation of any requested process and change management requirements related to Service Delivery

-Approves special project processes in order to guide and correct a department’s performance

QUALITY MANAGER:

-Manages 9 accounts for 2 sites in the Philippines (Dumaguete and Manila) with 1 Supervisor and 35 QAs

-Support focus metrics per site handled (i.e. Customer Service, Pre-Sales and After Sales, Data entry compliance, etc.)

-Conducts in-depth investigation on client complaints as to providing its intervention updates

-Trains and mentors staff; writes and conducts performance evaluations

-Facilitate project initiatives to identify and mitigate operational risks

-Develops spreadsheets, diagrams and process maps to document needs, recommendations and solutions

-Responsible for completion of Nesting Tollgates per client timeline

-Collaboration with Operations team to implement Industry best practices to increase KPI performance

Quality Manager September 2017 – March 2018

Tech Mahindra, Manila

-Oversees Globe Voice Accounts (2 Supervisors, 32 Quality Analysts handling 850 FTE)

-Strategizes day-to-day tasks to handle all external and client needs

-Spearheads Nesting recommendations for throughput requirements

-Conducts monthly training for QA Analysts and Supervisors on Lean Methodology, RCA and PDCA

-Automation of Audit Forms (tailor-fit to KPI analysis)

-Reviews TNA (Training Needs Analysis) and provide recommendations to Operations and Training for their monthly initiatives

-Updates presentations for Weekly, Monthly and Quarterly business reviews (trend analysis, performance improvement analysis, etc.)

-Creates and implements change to improve current processes and reduce cost

Training and Quality Senior Manager December 2016 – May 2017

Concentrix, Manila

-Oversees 8 LOBs under Trip Advisor (Viator account, Outbound Sales, Inbound Sales and Customer Service)

-Updates and conducts Microsoft presentations

-Creation of automated dashboards for daily, weekly and monthly performance

-Maintain open communication with all program stakeholders as well as supporting Sofia, Bulgaria site

-Responsible for daily interactions with the clients including Business Reviews

-Responsible for all aspects of Training and Quality scope (schedules, coverage, calibration, monitoring, feedback compliance tasks, etc.)

-Ensure compliance with established policies and procedures in CNX

Group Manager – Operations and Quality Teams (Sales, Customer Service and Social Media) February 2014 – December 2016

WNS, Global Services, Manila

OPERATIONS MANAGER:

-Manages 1 Operations Deputy Manager and 3 Assistant Managers for Operations (assigned to handle Operations due to backfill requirement)

-Ensures achievement of service levels, key performance indicators, business objectives and financial targets

-Established a Ramp plan for 170 New Hires including a day-to-day report on HR hiring Vs Operations final screening

-Simplified the SBS process for leads who are handling the Nesting teams - from agent escalations, visual management and NH daily performance report

QUALITY ASSURANCE MANAGER:

-Oversees 3 Lines of Businesses consists of 20 Quality Associates and 1 Deputy Manager, 650 FTE

-Hands-on training guidance to BQ Airline specialists and Hotel Reservation agents in order to produce quality calls and service

-Tracks and maintains critical to service and quality metrics

-Initiated Greenbelt Six Sigma project: Cancellation Reduction for Sales

-Leads data collection to identify drivers that affect targets and provide analysis to Operations

-Participate and conduct monitoring and calibration sessions with Training, Operations and Clients

-Responsible for ISO documentation, department procedures and FMEA updates

-Define program risks and gaps by conducting Root Cause Analysis with Quality and Operations to generate quick wins and long-term solutions for the program

Training and Quality Manager January 2013 – February 2014

Helicon Technology, Corp. (Training and Quality Department)

-Over-all management of Quality Analysts and Trainers across multiple accounts

-Automation of Quality Evaluation forms being used by Analysts for monitoring efficiency and increased team productivity

-Generates weekly and monthly Quality reports for all accounts which includes trend analysis, root causes and individual averages

-Designs and updates Quality Performance Improvement Program to address Operations concerns on teams struggling to meet client’s expectations and given metrics

-Facilitates project movements by stack ranking and profit-and-loss study

-Conducts team performance evaluations and feedback

-Communicates with other department managers to check and recommend needs of staff training and development

-Reports to CEO as necessary on changes in standards (internally and externally initiated) and on performance against standards

-Does data gathering and research to create presentations for potential clients to establish business opportunities for the company

-Monitors quality performance by gathering relevant data and producing various statistical reports

-Schedules internal and/or client monitoring calibration sessions to discuss and address issues and trends

-Coordinates with Operations and other Departments in cases of quality related in cases of quality related concerns

-Monitors and implements standards including those maintained by clients and integrate within internal quality assurance method

-Contributes for the initial hiring and selecting process of the front lines; implements effective strategy for staff training

Quality Assurance Analyst June 2009 - January 2013

Pacific Business Group, Ltd.

-Responsible for monitoring calls to ensure all agents comply with the company’s Quality standards and procedures and generating reports for trending and analysis

-Assists Distribution/E-blast and Fulfillment department (proof-reading, recipient list audit, newsletter checklist, and failed email/fax audits), approves Marketing’s bonus list and Accounting Department’s refund computation

-Updates QA Transaction forms for the Program’s strict KPI measurements

Quality Assurance Representative February 2005 – April 2009

Advanced Contact Solutions (US Airways and Spirit Airlines)

-Responsible for documentation of Internal QAR Policies and Procedures

-Facilitated client calibrations and client update conference calls

-Provides verbal and written feedback to customer service associations and team leaders regarding their audit results

-Conducts Onboarding Certification for QA Trainees

-Checks feedback response from customer/client complaints and discusses action plans to the teams

-Monitors and coaches challenged RSCs (Reservation Consultant Specialists)

Customer Service Representative/ Technical January 2004 – January 2005

ICT, Philippines (Inbound, V-Tech/AT&T)

-Handles 2 accounts (multi-skilled); inbound calls regarding cordless phone features, payment queries and cancellations.

-Cross-sell and up-sell to increase sales as to build long-term relationships by showing product benefits

-Tracks day-on-day team sales to monitor improvement and challenges

CustomerCare Representative January 2002 - December 2003

E-Pacific Global, (Outbound Sales)

Call Center Agent October 2001 – January 2002

Citibank Libis, Credit Card

Achievements:

Freelance Interior Designer for 1 – 2-bedroom units in Metro Manila February 2019 – present

Operational Excellence Manager: Introduced and educated teams across the organization to use LEAN processes in order to sustain long-term improvement October 2019 – January 2020

Creation of program initiatives for BQ management resulted to 8% increase in CSAT, 10.3% in Quality - Voice and 12% in Quality – Email (Concentrix, January – April 2016)

Joined the Expedia’s Customer Service LOB as a Group Manager for Operations and established a ramp plan using analysis report throughput of 90% for the first batch (3 waves)

Spearheaded monthly Engagement activities and creation of incentive programs for employees, WNS 2015 - 2016

Member of the WNS Core Team for the PCMM (People Competency Maturity Model) – presentation of evidences and performance improvement plans in Expedia. Global PCMM audit resulted to Level 3. Presented Workgroup Management which included WNS project process

Promoted after 6 months to Quality Manager after being recognized as an effective Supervisor to the Training and Quality Department

Introduced reports automation of all Quality Monitoring Forms to exceed client’s expectations and to increase TQA department’s productivity (Helicon Technology, Corp. in January 2013)

Has successfully facilitated project movements due to account downsizing and acquisition by using P&L reporting and stack ranking (Helicon Technology, Corp. March 2013)

Reviewed several potential client contracts and has been successful on the account acquisition process (Outbound Lead Generating accounts and Appointment setting)

Acted as an Operations Manager for a Lead Generating account (Outbound) while still supervising the TQA department; exceeded client sales goal requirement and has created a solid driven team that produces quality work output (Helicon Technology, May 2013 - September 2013)

Established Training and Quality Care Pod Program to assist bottom-performing agents in improving or enhancing their skills and to further develop their confidence in addressing customer’s needs (Helicon Technology, Corp., February – April 2013)

Created promotion opportunities for agents to become Quality Analysts and Trainers in line with the account expansion; promoted 6 agents from Operations and 1 Product Trainer (Helicon Technology, Corp., January 2013 – Present)

Member of Interview Core Group (Advanced Contact Solutions, March 2009 – April 2009)

QA POC for UA-CHCS Today’s Options Verification segment, generates Trend Comparison and Root Cause Analysis reports to track team performance, and provide immediate action plans for improvement (Advanced Contact Solutions, August 2008 - April 2009)

Assigned as an Operations Supervisor and has driven and maintained team’s overall metrics; ranked number 1 in Sales, Attendance, AHT and Quality, (Advanced Contact Solutions, May 2008 - June 2008)

Certified ISO Document Writer for Training and Quality Department, actively involved in creation, implementation and execution of TQA Processes, (Advanced Contact Solutions, February 2008 -June 2008)

Internal Audit Representative at Advanced Contact Solutions, Spirit Airlines; assists internal audit to company’s programs in order to check compliance procedures are followed and strictly implemented (Advanced Contact Solutions, November 2007 - June 2008)

Responsible for TQA Department’s Incentive Programs; designs and implements incentive programs to recognize CSR’s performance (Advanced Contact Solutions January 2008 - June 2008)

Audits pay-roll timesheets for 40 Quality Analysts to avoid salary discrepancies (Advanced Contact Solutions, 2006-2007)

Certification:

Non-Voice CSAT Certification May 2017

Certification for Competency Based Interview October 2015

Greenbelt Training and Certification August 2015

Guest Connect Coaching March 2014

HRMS Session, system training for Core Interviewers to efficiently finalize interviews in a paperless environment, April 2009

ICP (Interviewer’s Certification Program), March 2009

Total Quality Management (TQM), February 2009

Managing Employee Discipline Training, February 2009

UA-CHCS Today’s Options Verification Segment Product Training August 2008

Navitaire Training, Spirit Airlines, March 2008

ISO 9001:2000 (Quality Management System), extensive training in Process Mapping, February 2008

Team Management Training, August 2007

TASAR Application Training, August 2007

5-day Coaching Skills Training, February 2007

QIK Training, US Airways, December 2006

Interviewing Skills, June 2006

Presentation Skills, June 2006

QA Coaching and Development Training, March 2006

NICE Application Training, July 2005

Customer Service Desk Seminar; Escalation Strategies for Supervisors, June 2005

Product Training for US Airways, Domestic Reservations, May 2005

Product Training for Direct TV, February 2005

Team Manager Training, Advanced Contact Solutions, February 2005

Bachelor’s Degree:

AB Mass Communications at AMA University 1998-2001 (Trimestral Program)

Character References:

Rommel Ignacio – General Manager, Quality and Process Excellence, 091*-*******

Maria Gomez – Deputy Manager, Customer Experience Team (Learning and Development), 097*-*******

Joshua Cordero – 090*-*******

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