SARAH N. ESLABON

Address: Lot * Blk * Narra St. BCTNAI Brgy. Calzada, Taguig City

Mobile #: 091*-***-**** / 095*-***-****

Email add: adh1cs@r.postjobfree.com

OPERATIONS MANAGER

With over 16 years of BPO experience responsible for improving performance, productivity, efficiency and P&L accountability through the implementation of effective methods and strategies, perform quality control and monitor production KPI’s. Recruit, train, mentor, supervise and appraise employees and cater to clients’ needs using the ability to effectively communicate with all levels of the organization.

AREAS OF EXPERTISE

Team leadership & collaboration with operations, training & quality department

Effective in assessing a situation, analyzing the facts & reaching a timely & practical decisions

Plans, establishes priorities and executes assignments in a systematic & organized fashion

Conduct Personal Development Reviews with team managers

Proficient in developing best teams and future leaders

Has a strong analytical sales techniques for operational services

Trained classes involving financial accounts, customer services and sales

Mastery of the products and the account’s profile

Delivering superb productivity & remain up-to-date with current standards for job functions

Effective mentor for colleagues

PROFESSIONAL EXPERIENCE

Insurance Australia Group (IAG) Sales & Services 2018 – Nov 2020

(WNS Global Services)

Operations Manager

Manages overall operational part of the business including client relations, training, team leadership, day to day staffing, HR & recruitment related stuff and people engagement.

Joined on August 2018 and was able to tremendously improve the site’s Net Promoter Score by 15% in a span of 4 months coming from average of 36% monthly rating to a 51%. As of 2020 site is now running at 59% with almost 23% improvement since I joined August of 2018.

Introduced & placed new processes to overall operations and other dept which pave the way on the success and improvement of the site across all 6 KPIs while incorporating a fun and cool environment.

Maintains 6 major KPIs such as Net Promoter Score, Customer Advocacy Rating, New Business Paid & Renewals (sales), Base Staffing, AHT and First Call Resolution.

Improved site’s annualized attrition from 75% previous year down to 40% annualized attrition. We capitalized on introducing a consistent & improved rewards and recognition, daily celebration of success on CSRs and team managers’ level, bi-weekly focused group discussion and enrolling our frontlines and future leaders on learning and development academy partnered by WNS and IAG.

Establishes strong partnership with IAG by conducting daily, weekly and quarterly client business reviews discussing the highlights and lowlights of the account and showcasing the action plans being implemented at the site level, the result and overall gains.

T-Mobile USA Gen Care & Team of Experts 2010 – 2018

(Alorica Philippines, Inc.)

Operations Manager (2015 - 2018)

Handling ten team managers under operations and transition team with minimum of 150 FTEs

Spearheaded leadership training for future team managers through a 2-day onboarding

Manages both the revenue side of the business, P&L accountability through partnership with workforce dept., training & operations

Implemented new approach, action plans and techniques to better improve site’s performance

Conduct weekly performance reviews and analysis to identify any significant trend in the team’s performance & KPIs.

Head of senior reps onboarding for the entire site – senior rep role is a pre-requisite before someone can apply on a team manager role.

Client interaction focused on reports analytics, site’s updates and sharing of best practices

Team Manager (2010 – 2015)

Lead and coached CSRs, provides guidance & direction to team members

Set the team’s mindset to have a common goal in achieving the desired results and work with each other. Rally the team to share best practices and have them participate in all the activities that is created to keep improving and surpass all the required metrics.

Product knowledge refresher that will help the team in terms of managing KPIs, live call monitoring and helping the agents to resolve the customer’s issues in a real time basis.

Contributor of new ideas, methods and action plans within the organization

Consistent top performer and assisted the team in developing best leaders

American Express Customer Service & Sales 2006 – 2010

(VXI Global Solutions – Makati Site)

Team Manager

Managed a team ranging from 12 to 15 customer care professionals, evaluating their key performances to deliver & exert on a specific expertise. Ensuring that all CCPs will surpass the required KPIs, motivates CCPs and guides them through their ideal career path. SME lead who’s responsible for managing six performance coaches in helping out operations for a strategic planning in order to increase performance.

Subject-Matter Expert Lead 2005 - 2006

AT&T Consumer Services

(VXI Global Solutions – Makati Site)

Supervised a team who view, finalizes and critically measures the financial services given to our customers while creating a balance and superior experience for both the customers and our clients

Sprint PCS (small businesses)

Delivered exquisite number of sales, where targeted customers are those who run a small business offering them the most competitive and recognized services within United States.

DIRECTV (Technical & Billing Dept.) Year 2004

(Advanced Contact Solutions)

Customer Contact Associate

Assisted our customers regarding technical issues both in their software and hardware products ensuring that our customers are the number one priority by providing exceptional services and one call resolution

CERTIFICATES / TRAINING

Bankable Leadership Training by Dr. Tasha Eurich – happy people and results (Year 2017 – 2018)

Recruitment Certification – Finding the Right One (Year 2016)

Workforce Management 101: FTE Analytics (Year 2016)

Attended T-Mobile client’s senior reps onboarding as the POC (Jan 2016 Part 1 and Jan 2017 Part 2)

Coaching the DCE Way for T-Mobile (Year 2012)

Resolve Sell and Grow Sales Training (Aug 2011)

Six Sigma 101 – basics (Year 2009)

Performance Management Training (includes topics such as 7 habits of highly effective people, One Minute Manager, Who moved my cheese? etc) (Year 2008)

Excellence Towards Proper Coaching (Dec 2007)

Effective Coaching Fundamentals Training (Year 2006)

Training for Extraordinary Customer Service Experience (Year 2006)

American Express training in Customer Focused Sales (Feb – Mar 2006 & June – Aug 2006)

AT&T Financial adjustment training (Mar 11, 2005)

DIRECTV main bank training (Dec 13, 2004)

AWARDS / RECOGNITION

OM has been consistently on top 1 across all Alorica sites (fundamentals/transition team under T-Mobile) and team of experts (2015 – onwards)

Top operations manager across all service partner in the Philippines (T-Mobile)

Received an award for being the top team manager in the site for the year 2014

Consistent Top Agent for sales (awarded on Mar 13, 2005)

Most Promising Customer Care Associate (awarded on July 2004)

EDUCATION

A.B. Radio and Televisions Broadcasting (Center for Performing & Digital Arts) - U.M. (2006)

Student Council - Auditor

Youth Aid Program Affiliate (Foundation for A Sustainable Society Inc.)

Produced Different Variety of Shows for School Organizations, worked as a stage & production manager

B.S. Chemical Engineering - Technological Institute of the Phils. (2002 - 2004)

Part of different Clubs and Organizations

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