Manager Assistant
Resume:
Michael Villaronte
Block * Lot ** Elliot St. Kensington 7, Lancaster City Gen. Trias Cavite +639******** *******.**********@*******.***
Professional Summary
Energetic Customer Insight Lead, committed to high standards of service, performance and integrity. Focused on customer needs and anticipates requests to develop first rate experiences. Dedicated and reliable with organize, proactive and problem solving in nature.
Education
BUSINESS ADMINISTRATION 2002 UNIVERSITY OF THE EAST
·Major: Management
·Minor: Marketing
·Undergraduate
COMPUTER SCIENCE 2001 OUR LADY OF FATIMA COLLEGE
·Major: Computer Science
·Undergraduate
Skills & Abilities
MANAGEMENT
·Led pilot and project initiatives through effective root cause analysis and creating strategic plans
·Ability to build and lead a team that can create and execute action plan.
·Problem analysis, use of judgment and ability to solve problems efficiently.
·Lean Six Sigma, Project Management and Scrum practitioner.
COMMUNICATION
·Excellent in presenting and communicating ideas clearly
·Strong verbal and personal communication skills.
·Open for feedback and open minded
LEADERSHIP
Skilled in mentoring and inspiring team players in achieving organization’s goal.
An experience team manager and continuous improvement lead with the ability to manage and initiate cross functional teams.
Decision making, critical thinking, organizing and planning
Experience
CUSTOMER INSIGHT LEAD TELEPERFORMANCE SEPTEMBER 2017 TO PRESENT
·Project: Telstra Technical Support
·Responsible in providing center’s leadership team with insights, identifying improvements between people, process, technology opportunities.
·Implements and facilitates call listening operating rhythm, data analysis and deep dive analytics to understand customer demand.
·Leads a group of analysts who perform systematic call listening in accordance with the Continuous Improvement methodology.
ASSISTANT CENTER MANAGER TELEPERFORMANCE MARCH 2018 TO PRESENT
·Project: Telstra Technical Support National Broadband Network
·Responsible for maintaining cluster and program efficiency metrics
·Analyze and identify issues and trends that impact day to day performance
·Perform Root Cause Analysis, synthesize and execute action plan to improve performance
·Responsible for 5 – 7 supervisors development on coaching and mentoring
ASSISTANT CENTER MANAGER TELEPERFORMANCE FEBRUARY 2013 TO SEPTEMBER 2017
·Project: Telstra Technical Support Broadband Specialist and Assurance Complaint
·Responsible for maintaining cluster and program efficiency metrics
·Analyze and identify issues and trends that impact day to day performance
·Perform Root Cause Analysis, synthesize and execute action plan to improve performance
·Responsible for 5 – 7 supervisors development on coaching and mentoring
SUPERVISOR TELEPEFORMANCE JUNE 2011 TO FEBRUARY 2013
·Project: Telstra Technical Support Broadband Specialist
·Assist ACCM with the development, implementation and improvement of the team and cluster’s day to day operations for technical support and customer service
·Responsible for direct supervision of 15 – 17 Consultants
·Ensures daily performance metrics are being met or exceeded through coaching and educating consultants in improving performance
TECHNICAL SUPPORT TELPEFORMANCE JANUARY 2010 – JUNE 2011
·Project: Telstra Technical Support
·Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients
·Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
·Identify and escalate priority issues to appropriate resource
Trainings and Certification
PROFESSIONAL SCRUM MASTER APRIL 2010
·Code Lean
·Makati City
FUNDAMENTALS OF SCRUM FEBRUARY 2019
·Vivify Scrum Edu Online
FUNDAMENTALS OF PROJECT MANAGEMENT JUNE 2018
·White Hall Consultancy
·Ortigas, Pasig City
SIX SIGMA YELLOW BELT CERTIFICATION JANUARY 2018
·White Hall Consultancy
·Ortigas, Pasig City
ROOT CAUSE ANALYSIS 2012
·Teleperformance
·Shaw Blvd. Manadaluyong City
MANAGING TEAM’S PERFORMANCE 2013
·Teleperformance
·Fairview, Quezon City
Character References
Petal Bustamante
Center Manager
Raquelyn Mendoza
Center Manager
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