PETER LAURENCE D. QUIZON

Polaris St. Brgy. Poblacion, Makati City

091******** / 095********

adh33b@r.postjobfree.com

PROFILE

Six Sigma Green Belt Certified Lean Six Sigma Certified DMAIC Framework TIER Training Methodology Over 10 years of Operations Management, Training & Learning Development, Account Management, and Performance Management experience from Business Process Outsourcing Industry, Global Shared Services, Fin-Tech, Financing, Banking and Cloud-based SaaS and Cyber Security organizations. Extensive experience in Global Business Migrations and Training Project Management implementations. Sales Certified with over 10 years of combined Sales Experience and Implementation and creation of Sales Methodologies which was applied in US, EMEA and APAC regions. Specializes in Performance Maximization and Customer Service Management. I have an extensive portfolio of overhauling business processes and business objectives. In addition, I have a passion for leading teams to surpass strategic goals while investing in their personal and professional growth.

Experienced in Sales Management and Customer Service Management aspect of the contact service industry through having worked for one of the leading contact centers in the country, and extensive training and seminars geared towards professional and personal growth in the call center setting. Experienced in delivering the various corporate office needs, from sales to facilitating meetings to coordinating projects.

Specializing in leadership, projects, operations, training and personnel management. Highly accomplished in leadership and management after gaining experience through challenging working environments and organizations. I value my reputation as a professional, adaptable and dependable individual.

Passionate about working with leaders and managers to find solutions to complex problems. Dedicated and driven to facilitating, creating and implementing organizational and personal change to improve leadership, efficiency, projects, training and decision making.

Multi-skilled, adaptable and solution-driven professional with a strong track record of performing to high standards in a variety of different environments, and achieving objectives within a goal-focused team environment.

WORK EXPERIENCE

KMC Solutions

Inside Sales Lead for SANS Institute

December 2019 – April 30 2020

Overseeing sales personnel to setting sales targets, the primary role of Inside Sales Managers is to ensure the success of a company’s sales department.

Hire, train and manage the professional development of an inside sales team, which consists of individuals who conduct sales via phones or the Internet.

Set sales goals, track sales, produce sales reports, complete monthly forecasting and set department budgets.

Conduct analysis to determine prospective clients and develop relationships with existing clients and maintaining client relationships.

Overstock Enterprise

Country Head and Head of Operations

August 2017 – September 2019

Works with the Managing Director and other Heads of Function to influence the creation and communication of company strategy, business priorities and targets for the Regional Teams and ensures there are systems in place to enable the shop managers to receive the information in a timely manner

Generates ideas about future retail activities to ensure a cutting edge strategy; maintains up to date knowledge of the market place, competitors and trends

Uses open feedback mechanisms from the operations team with other departments to ensure the integration of the retail strategy with Minds’ other activities

Influences and supports the retail element of the annual budget process ensuring understanding and buy in from the operations team. Constantly reviews financial data and supports the Regional Managers in providing realistic input into the sales budgets

Takes decisions on matters relating to the day to day retail operation within their defined work area including the strategic planning of resources

Translate the strategic goals into retail operational plans to achieve the required targeted growth in sales and profit; identifies and optimizes promotional opportunities ensuring these are co-ordinated with wider Mind promotions and campaigns

Ensures that the retail operations complies to all policies and procedures relating to Security, health and Safety; influences any changes necessary to meet statutory requirements, ensuring minimum risk to staff members and the business

Ensures all new proposals meet the required return on sales prior to submitting any recommendations to the Managing Director

Maintain day-to-day contact with customers to understand and identify business critical issues in order to ensure the alignment of tactics and strategies

Takes a lead role in building a strong sales management culture with the operations team; conducting coaching Regional Managers, identifying skills and opportunities for development; provides advice and guidance on sales manager issues when needed

Works with the Head of HR to ensure people management issues are satisfactorily resolved and relevant HR policies and procedures are adhered to. Chairs disciplinary, grievance, capability hearings and appeals as required

Proactively manages and reviews the performance and progress of Regional Managers and their regions, sets objectives and targets; works with Regional Training Manager to develop individual training plans for the team

Instigate the creation of procedures and systems to maximize volunteer recruitment and retention

Recruits, trains and develops staff ensuring adherence to mind’s HR systems and procedures

Mastisa Services Inc.

Operations Manager

June 2015 – July 2017

Recruit, select, train, assign, schedule, coach, counsel and discipline employees

Communicate job expectations; planning, monitoring, appraising and reviewing job contributions

Plan and review compensation actions; enforcing policies and procedures

Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implemental production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends

Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions

Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations

Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees

Serve as primary point of contact when there are customer issues related to customer service.

Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints

Work closely with Managing Director and management team to set and/or implement policies, procedures to follow through with implementation

Builds market position by locating, developing, defining, and closing business relationships.

Identifies trendsetter ideas by researching industry and related events, publications, and announcements

Tracks individual contributors and their accomplishments

Screens potential business deals by analyzing market strategies, deal requirements, and financials

Evaluates options and resolves internal priorities

Recommends equity investments

Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations

Examines risks and potentials for the business opportunities

Closes new business deals by coordinating requirements, developing and negotiating contracts, and integrating contract requirements with business operations

Protects organization’s value by keeping information confidential

Enhances organization’s reputation by accepting ownership for accomplishing new and different requests

Technical Success Advisor

InContact Philippines LLC

October 2013 – May 2015

Account Management. Responsible for retaining customer accounts, troubleshooting, addressing concerns and solving service or billing problems.

Product Management. Responsible for providing world-class business & technical assistance on applications to end-users of the inContact suite of technology products. The position include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, troubleshooting unique customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact customer with a positive experience and a product that meets their needs. Work with both internal and external customers to solve complex problems such as trouble ticket queues and inbound trouble reports via email, chat, and voice.

Project Management. Develops costing proposals for projects, performs risk analysis, and manages change control. Provides business analysis, business area assessment, user needs analysis and business systems design for major projects. Conducts comprehensive cost/benefit analysis and prepares business cases for projects.

Knowledge-Centered Support (KCS) Lead Coach. Promotes user skill development through effective skills coaching. Helps the KCS coaches and analysts understand the problem solving workflow and how the KCS article management process is integrated with the thinking process.

Team Leader

Alorica

April 2013 – October 2013

In-charge of running and managing the call center daily

Schedule and organize shift patters for other team members to ensure that customers are never left unattended

Understand all organizations products, services, procedures and guidelines and communicate same to all team members

Prepare forecasts and budgets for the call center

Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

Conduct regular review of call center agents performance and organize training sessions for under performers

Submit regular reports to management and seek new ideas and strategies to improve performance at the center

Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members

Junior Assistant Manager

Banco De Oro

December 2012 – April 2013

As junior assistant manager 1/bank officer for local/Philippine accounts that specializes in bank products and services such as deposit accounts, consumer loans (credit cards, auto loan, personal loan, and home loan), branch banking services, remittance, etc. handled technical concerns for the bank’s internet banking service. Split-skilled for BDO Rewards, the bank’s loyalty program. Handled general inquiries about the program and promos.

Performance Development Coach

Eperformax Contact Centers

December 2010 – December 2012

Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

Communicate the department’s goals and targets and ensure staff, understand their role in achieving them

Ensure improvement in performance through coaching and monitoring

Coach and support new staff in achieving competency level

Support and coach new and existing colleagues through remote call monitoring, side by side monitoring, giving feedback and ensuring all service standards are being met

Train, support and coach new and existing staff using helpline and manage performance in accordance with PDEV standards

Prepare calls and statistics for each coaching session

Demonstrate flexibility and support normal business activity at times when coaching is not required. This may include normal advisor work if call volume necessitates

Ensure management team is aware of advisor’s performance

Compile and monitor individual development/training plans

Complete accurate and factual reports on each coaching session

As part of overall Team to drive customer’s satisfaction by conducting regular meetings with staff and informing staff of all changes, problems, and emergencies confronting the Unit’s operation and performance objectives.

Facilitates a good working relationship between Customer relations and other teams

COACH Trained – Communicate, Observe, Analyze, Control, Hold Accountable

TIER Trained – Teach, Interact, Evaluate, Review

IETR Trained – Interact, Evaluate, Teach, Review

LEAN Six Sigma (Humanized Process)-Measure, Train, Control, Motivate

Perfomance Maximization Trained - Define, Measure, Analyze, Improve, Control (DMAIC Framework)

Quality Development Specialist

Eperformax Contact Centers

November 2005 – December 2010

Determines telemarketing quality standards by studying inbound and outbound calls and customer service presentations; conducting test calls to telemarketing service representatives on new product

Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call

Provides feedback to telemarketers by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions

Evaluates telemarketing approaches by rating effectiveness of telemarketing service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training

Directs quality initiatives by requiring adherence to quality assurance policies and procedures developing new models; implementing changes

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Contributes to team effort by accomplishing related results as needed

CERTIFICATIONS / TRAININGS

EPERFORMAX CONTACT CENTERS

TIER Training Methodology

The CORE Quality Model – Total Customer focus

Mastering Facilitation

Instructional Systems Design

The Code of Conduct Challenge

The COACH Model

Certified Six Sigma Green Belt

-DMAIC Framework

-Lean Six Sigma

-Prioritization Training

-Prioritization Calibration

-COACH Club (Communicate, Observe, Analyze, Counsel, Hold Accountable)

The Secrets to Motivation

Learning and Enhancing your Interpersonal Communication skills with DiSC (Behavioral model that identifies how people behave)

Introduction to the World of Operations

Effective Calibration

Presentation Skills

-Using storytelling to engage your audience

-Delivering your message

Cybersecurity Certifications

SEC301 Introduction to Cyber Security – SANS Institute

SEC401 Security Essentials Bootcamp – SANS Institute

NSE 1 The Threat Landscape - Fortinet

NSE 2 The Evolution of Cybersecurity - Fortinet

Sales and Marketing Management Training

Starter and Advanced Program Courses – Dan Lok

Brutal Truth about Sales and Selling Courses – Brian G. Burns

EDUCATION

College – Colegio De San Juan De Letran

BS-Tourism Major in Hotel and Restaurant Management

1999-2003

High School – Canossa College, San Pablo City, Laguna

1995-2003

References Available upon request

Contact this candidate