JOPHERSON V. ENDIOLA

**** ******* ******, ***. *. De Leon Valenzuela City, Philippines

Mobile: 092*-***-****

Email: adhkcf@r.postjobfree.com

Career Objective:

To gain the position, where my skills and professional experience will contribute positively in any given organization.

Summary of Qualifcatioon:

Wide experience in call center supervision of major Sales, Customer service, Technical support institutions. Technically smart with strong experience in telephony system technology. Possess excellent coaching, motivational and leadership skills. Extensive interviewing and hiring experience and maintained a consultative coaching style. Set up performance goals to meet sales target, efciency levels and quality assurance standards Orgaoizatioo: Teletech

Google Adn, Google Search Network, YouTube, Google Dinplay Network, Google Shoppiog, Google Aoalyticn

Duratioo: September 2018 – May 11, 2020

Denigoatioo: Digital Adn Accouot Strategint

● Google Ads Certifed

● Expert in building Ads in Google’s multiple marketing platform

● Expert level skill in using Google keyword forecast and bid strategy to qualify & build their Google ads campaign

● Currently handles high profle businesses within Australia and New Zealand region

● Coordinates with business owners and advertisers to provide up to date ads performance report and campaign improvement needs

● Ultimately, works to ensure all campaigns will spend double and hit conversion target based on Marketing goal

Orgaoizatioo: 24/7.ai

Optun – Ofnhore Telenalen

Duratioo: Juoe 2018 – September 2018

Denigoatioo: Salen maoager

● Handled 9 teams, 90 agents of combined inbound and outbound sales campaigns

● Manage center wide sales, quality, compliance, training and development, workforce improvement

● Trained and certifed in all Optus products onshore and its technology

● Validates qualifed candidates applying for the sales role

● Facilitates outbound sales workshop on a bi-weekly basis

● Training module and script improvement

● Provided relevant sales report update to onshore partners

● Improves Optus core telco products covering fxed internet and home phone, plans and promos, broadband and NBN Co.

● Managed non-performing sales agents leading them to desired target

● Handled supervisor escalation call

● Call audits focusing on bottom performing agents to improve and highlight all relevant details of call fow to improve sales

● Directly presents center-wide stats to Optus Channel Manager in Australia

● Observes and improves recruitment and training processes Orgaoizatioo: Ooe Cootact Ceoter

US Webnite Builder

Duratioo: April 2018 – Juoe 2018

Denigoatioo: Salen Operatioon Maoager

● B2B sales for Website and SEO campaign

● Improvement of overall sales operations

● Overall management of Recruitment, Talent Acquisition, Training and Development and Operations team

● Strong analytical and decision making towards sales goal implementation

● Facilitates strict compliance on quality guidelines and other SLA

● Manage efective lead management and business category parameters

● Collaborate with Directors to oversee roadblocks and analyze to create efective weekly and monthly sales target

● Created efective Training module for B2B campaign

● Drafted coaching logs for all metrics for process and sales improvement

● Coach, Mentor, and development Team Leads and Agents Orgaoizatioo: IPP Techoologien Ioc.

WebX Marketiog

Duratioo: Jaouary 2016 – Jaouary 2018

Denigoatioo: Seoior Operatioon Maoager

● Managed sales department with 150 FTEs

● Improvement of daily and overall sales operations

● Overall management of Recruitment, Talent Acquisition, Training and Development and Operations team

● Strong analytical and decision making towards sales goal implementation

● Facilitates strict compliance on quality guidelines and other SL

● Monitors Managers and Team Leaders on how they coach agents and improve sales conversion

● Organize lead management team and system dialer with IT team

● Collaborate with Directors and created budget for incentives and other operational expenses

● Produced solid and efective strategies based on accurate and meaningful data reports and analysis and/or keen observations that impacts the bottom line

● Identify the training needs that will equip the staf with fundamental skills and knowledge

Orgaoizatioo: Taotec Iocorporated

Duratioo: April 2015 – Jaouary 2016

Denigoatioo: Operatioon Maoager

(UK Campaigo – Lead Geoeratioo, Salen Operatioon, Solar Campaigo)

● Works as Head of Operations in BPO services for a UK campaign

● Created and reported sales report, cost analysis, proft and loss forecasting and all other client-related documents to the CEO of the company

● Daily presentation of End-of-day report to onshore partners in India

● Created Training materials being used by onshore clients being used for both India and Manila site

● Coaching and development and glide path towards agents, Team Leaders, and QA team

● Plotting of daily, weekly, and monthly schedule of agents

● Mid-week and End-of-week video conference and presentation to onshore partners with CEO of Manila site

● Weekly check of onsite facilities including dialer, lead management fow and system back up

● Live monitoring of lead management distribution to agents and its conversion of proftable cost

● Responsible for the computation of bi-weekly billable of onshore clients to Manila operations

● Receiving real time reports from Accounting for payroll purposes

● Interviews qualifed candidate for all position available for the organization Orgaoizatioo: Eodlenn Rine Iocorporated

Duratioo: September 2014 – March 2015

Denigoatioo: Operatioon Maoager

(Local Bunioenn Lintiog)

● Create the necessary technical architecture for Local Business Listing SEO.

● Reporting directly to the COO and the CEO of the company.

● Email Marketing

● Online Reputation Management distribution report

● Build systems and protocols internally that ensure all content is optimized across all platforms and user experiences (websites, mobile, social, video, blogs, retail portals etc)

● Help set, and work to, performance indicators for SEO that everyone understands and which complement overall marketing and business objectives

● Have managed a team of content writers, link builders, and so3cial media marketers

● Comfortable working with staf, advanced and integrated reporting

● Day-to-day management of paid and natural search engine marketing campaigns.

● Oversight and management of onsite and ofsite SEO resources

● Handled FTEs working for Local business a writers

● Staying abreast of (and sharing) changes in search engine signals and market share

● Improving and enhancing boilerplate project lifecycles based on signal changes Orgaoizatioo: WNS Global Servicen

Duratioo: Augunt 2013 – Augunt 2014

Denigoatioo: Annintaot Maoager - Operatioon

(SUNCORP Claimn Annint – Motor Ionuraoce)

● Handled 20 agents during training and Operations.

● We process and assist motor claims for customers who has policy with us.

● Managed consolidated payroll of agent’s salary.

● Responsible for daily, weekly, and monthly coaching sessions and team performance.

● Attended internal and external QA calibration.

● Attended several Organizational Development seminar like Leadership seminars, Payroll Management, and brief discussion on Six Sigma training.

● Provides report on agents’ inter-personal and career report via bi-weekly performance evaluation sent to our Senior Group Manager.

● Have regularly joined our Group Manager in interviewing agent screening for Ops validation purposes

Orgaoizatioo: Elipnyn Global

Duratioo: Jaouary 2012 - Augunt 2013

Denigoatioo: Team Maoager

(Magazioe Subncriptioo, Citibaok)

● Handled the pioneer team of 30 agents for Citibank.

● Monitor real time calls for Mag subscription campaign.

● Develop agent performance to be able to deliver excellent stats.

● Coordinated with QA department to ensure quality sales.

● Prepares daily, weekly, monthly report to Director for Operations. Orgaoizatioo: Stream Global Servicen

Duratioo: July 2009- July 2011

Denigoatioo: Seoior Support- Subject Matter Expert (Dinh Network)

● Comprehensive knowledge of the techniques and processes of providing customer care services

● Possess exceptional analytical, logical and communication skills

● Ability to work efectively and efciently in a call center team environment

● In-depth knowledge of voice-logging systems and tools

● Excellent team player with good leadership skills

● Ability to set goals and meet the mission statement and objective of the organization

● Possess exceptional management, organizational and administrative skills

● Handles Call management for the site

● Conducting daily internal Quality calibration with agents.

● Handles streamline agents for 2 month of nesting process and endorsing them to the operations foor.

Orgaoizatioo: Epixtar, Amberbane Solutioon

Duratioo: 2006-2008

Denigoatioo: Annintaot Team Supervinor

(Dincover Fioaocial Servicen)

● B2C sales agent for Discover Card Acquisition.

● Sales Coach for Discover Card Acquisition.

● Sales Coach for Discover Card Identity theft protection program.

● Leadership team member for Discover Card Account. Orgaoizatioo: Ooe Global Cootact Ceoter

Duratioo: 2005-2006

Denigoatioo: Salen Repreneotative

(3 Network, US Webnite Buildern, US Cellntore, Britinh Telecom, Vodafooe)

● B2B Sales agent for Website development and Search Engine Optmiiaton

● Have promoted to lead generaton specialist for US Website Builder and Search Engine Optmiiaton program

● Lead Generaton

● B2C Sales agent for 3 Network Account

● B2C Sales agent for Britsh elecom

● Have promoted to lead generaton specialist for 3 Network

● Assistant eam supervisor for 3 Network

● Have promoted to lead generaton specialist for Britsh elecom Education:

STI College, BS Computer Science

Our Lady of Lourdes College - Valenzuela

Gen. T. De Leon Elementary School

Computer Skills:

MS Word, PowerPoint and Excel; telephony and proprietary call center systems. Character References:

Kim Wendell Medrano – 091******** One Contact Center Ram Sasis – Via Facebook Messenger

Michael Monces – 091*-***-**** Taotec Incorporated Nico Panganiban – 091*-***-**** Endlessrise Incorporated Christine Castillo – +632********** Epixtar, Amberbase

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