Associate Director for Operations

Clarinda R. Dela Cruz

Malolos City, Bulacan ****

Mobile: 091********

Email: adgk6o@r.postjobfree.com

Objective

To be a part of a globally competitive company that provides professional and personal growth. A management position that will allow me to effectively use my expertise in leading and managing people, coaching, and developing employees’ careers and providing excellent customer experience to improve productivity in an efficient and effective process.

Education

Bachelor of Science in Commerce Major in Management of Financial Institution, De La Salle University, September 2002

Employment History

VXI, January 2010 – June 2019

Associate Director, July 2017 – June 2019 (AT&T Uverse ICM and AT&T DSL)

Analysis – Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics (NPS, repeat rate, handling/talk time, transfer rate, etc.) may change as per client and company directives.

Reporting – Analysis of reports rooting from several sources (whether client-based or internally-generated reports) essential in the day-to-day functions. Also expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement.

Goal-Setting – Sets operational goals and business objectives. When needed, translates these goals into actionable items from Operations Managers down to Team Leaders level. This includes setting or recommending topics for pre- and/or post-shift meetings/huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e. check for understanding).

Discipline – Maintains a strict form of discipline at all times, in terms of processes and policies. At times, may implement corrective actions to address performance gaps and analyze trend data to coach Operations Managers and Team Leaders to attain goals and objectives. Specific follow-through activities are also required. This includes Remediation Programs, Performance Success Plans, etc.

Client-Dealing – Conducts interactions and regular communication with the client; in partnership with the Client Services. Interactions include (not limited to): client call calibration, coaching observation, performance rankings and reviews, staffing, daily summaries, among others. Meeting deadlines for client requirements is a must.

Workforce Management – Keeps a close watch on WFM in terms of staffing requirements, schedule adherence, recruiting overtime as the business requires; etc. and executes necessary decisions.

Motivation – Formulates and proposes strategies, and taps the necessary teams, to motivate teams and agents alike. This can include incentive programs, hypes, and others.

Quality – Works with the Quality Team and with the client side to make sure VXI Operations conform to all guidelines and quality standards set

Training – Works with the Training Team to provide Operations with necessary acceleration huddles and skills transfer sessions

Manager, November 2012 – July 2017 (AT&T Uverse Tier 1, Red flag, Lab specs and ICM)

Manage the performance of 5 to 7 production teams

Understands performance measures, calculation, and consistent achievement of the account’s goals

Executes management-initiated action plans and creates own hype for the division

Identifies root cause of performance variance and create necessary action plans

Conducts FGD sessions, customer experience alignment, coaching triads, and real time monitoring

Attends calibration sessions and performance discussions with the client

Works with other support groups (quality analysts, trainers, HR, workforce, etc.) for operational and administrative concerns

Handles escalation/manager calls

Conducts final interviews for the account’s internal and external applicants for agent and TL positions

oProcess owner of the following:

Shift bid

MRSP (up sell)

AHT

Transfer rate

Switch transfer rate

GOS

P4P (Pay for performance) bonus

Senior Team Development Leader, September 2012 – November 2012 (AT&T Uverse Tier 2 technical support)

In charge of a team composed of 12-14 inbound level 2 technical support agents who offer technical expertise while providing excellent customer experience to AT&T U-verse members.

First point of contact for escalations and in contact with multiple AT&T departments to ensure customers’ issue resolution.

Manages general performance parameters for the entire team through effective setting of expectations, coaching, monitoring, evaluating and reinforcing performance through periodic performance reviews, mentoring, skill building and improvement plans.

Provides opportunities for employee development through counseling, identifying of high potential employees, delegating special projects and facilitating task forces.

Focuses on employee-related concerns such as attrition, absenteeism, morale, disciplinary action, conflict resolution and/or employee grievances, motivation through collaboration with Employee Relations and concerned parties.

Ensures alignment of individual and business goals through constant communication, training and monitoring of agents, in order to guarantee excellent customer experience is provided to customers.

Team Development Leader, January 2010 – September 2012 (AT&T Uverse Tier 1 technical support)

In charge of a team composed of 12-18 inbound level one technical support agents who offer technical expertise while providing excellent customer experience to AT&T U-verse members.

Manages general performance parameters for the entire team through effective setting of expectations, coaching, monitoring, evaluating and reinforcing performance through periodic performance reviews, mentoring, skill building and improvement plans.

Provides opportunities for employee development through counseling, identifying of high potential employees, delegating special projects and facilitating task forces.

Focuses on employee-related concerns such as attrition, absenteeism, morale, disciplinary action, conflict resolution and/or employee grievances, motivation through collaboration with Employee Relations and concerned parties.

Ensures alignment of individual and business goals through constant communication, training and monitoring of agents, in order to guarantee excellent customer experience is provided to customers.

Assists Team Lead Apprentices in preparation for their Internship, ensuring that the TLA is fully equipped with the necessary skills and competencies required to successfully graduate from the apprentice program.

NCO, September 2008 - January 2010

QA Analyst (Capital One skip trace and collections)

Worked as a QA for a collections account

Made sure that agents were compliant with the credit and collections law

Provided updates from the client to the production

Licensed debt collector

Accenture, February 2007 – June 2008

QA analyst (AT&T DSL technical support)

Provides a general quality and continuous improvement support to the organization

Initiates the roll-out of quality related activities of the function

Ensures all activities necessary to design, develop and implement a product or service are being performed with respect to the system and its performance

Documentation - Provides support in documenting business processes and other continuous improvement projects. Generates and analyzes reports (statistics, graphs, etc) specifically on the status of quality initiative implementation. Manage the complete life cycle of the documents (Upload, clean, version control, archiving) and update the organization of changes. Maintains the organization of department files/references and performance reports

Implementation of Quality Initiatives - Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to operations. Provides support in preparing training materials to drive quality awareness. Facilitates calibration sessions with partners

Performance Evaluation - Provides monitoring of live and recorded calls using a defined set of standards for evaluation. Conducts regular coaching sessions with agents to achieve superior customer satisfaction delivery. Supervise teams of 10 to 18 technical support representatives. Monitor the agents’ performance (QA scores, FCR, AHT, etc.) and provide necessary coaching

Advanced Contact Solutions, March 2006 – February 2007

QA Representative (Verizon DSL)

Certified Level 2 Technical Support

Monitor agents’ calls twice a week and provide feedback

Attends and facilitates calibration sessions (internal and external)

In charge of tracking agents’ QA infractions

Certified for NICE (system knowledge), variance, and coaching process

Provides the team leads with weekly reports (trends and recommendations)

QA Lead (May – August 2006)

Handled a group of QA representatives and QA associates

In charge of the QA’s certification (tool navigation, generating reports, calibration accuracy, and coaching process)

In charge of tracking the QA’s progress

Sykes Asia Inc., March 2003 – March 2006

Technical Support Representative (Siemens BenQ technical support for APAC, AU, and NZ customers)

Provided technical support via calls and emails

Consistent top performer

In charge of the account’s marketing strategies/promotion

Took escalation calls

Conducted QM of co-agents

Attended calibration sessions

Studied the correlation of the account’s KPI’s (key performance indicators: mystery check, CSAT, and AQS)

Presented the correlation analysis to the supervisors

Minor revisions were done on the scorecard

Assisted in the staffing and scheduling of co-agents

Attended RCA (root cause analysis)

Hong Kong and Shanghai Banking Corp. July – September 2002

OJT

Extra Curricular Activities/Online & Classroom Trainings Attended OPEX (Operational Excellence) - January 23-25, 2008

Data Privacy – December 21, 2007

Coaching in the workplace - November 5-6, 2007

Six Sigma: The Analyze Phase Course: Exploratory Data Analysis – September 7, 2007

New Joiner Orientation – February 5-6, 2007

Licensed Debt Collector

Certified Level 1 & 2 Technical Support

Certified CEA Facilitator (Customer Experience Alignment)

Research Papers Prepared

A Feasibility Study on Enabling the DLSU ID to Function as a Debit/ATM/ID Card In and Out of the University, 2002

Conducted surveys and interviews, which determined the feasibility of the proposed payment system.

A Strategy Paper on Comsavings Bank, 2002

Studied the financial stability and condition of ComSavings Bank

References

Available upon request

Contact this candidate