Manager Service Representative

Michael Raymund Salcedo

Alorica Philippines Inc / EGS Philippines / APAC Customer Services Inc.

Mobile +639*********

Email *******.*.*.*******@*****.***

Address: **** ***. * ** **** st. Valenzuela City

Operations Manager (SiriusXm)

Alorica/EGS Philippines Inc. (June 2015 to Present) 4 years

-Manage daily operations and ensure that KPI goals are met or exceeded over short term and long-term goals.

-Report weekly, monthly and quarterly business review to vendor managers and director of operations and follow thru and ensure that strategic objectives are met and provide value-based quality management and maximizing profits.

-Handled Saves/Retention, Collections and Advanced Technical Support LOBs with an average of 100 FTEs(agents) and 6 Team Managers

-Provide Team Managers coaching and feedback to ensure that KPI goals are met. Mainly but not limited to process implementation strategy and behavior development specifically on habit creation. My role was to provide parallel development for the team manager and agent.

-Ensure that attrition is exceeding goal

Special Projects assigned:

-Process Implementation Manager AT&T Cebu.

oThe project was mainly to roll-out and implement habit creation process and measure initial implementation and compliance.

oConduct training, audit, coaching feedback with operations managers and team managers.

-Compliance Manager SiriusXM multiple sites.

oCreate Fraud Remediation Process and execution of risk management activities

oEnsure that risk management compliance is aligned with Alorica standards by increasing awareness and control of fraud risk areas.

oServe as point of contact with operations for counter-fraud activities and liaise with Corporate Employee Risk Management

oImprove, redefine existing operations guidelines, audit process, improve incentive gatekeeper schemes

oRisk governance that include PCI compliance audit for client and third-party audit by managing areas of risk exposure. Also included as compliance manager are compliance reporting which the primary objective is gather, generate actual and potential situation report, provide action plans and are tracked for completion.

oConduct fraud investigation on any non-compliance, client escalation, zero-tolerance policies and PCI violation.

oCoordinate any investigation that may potentially put the company and client at risk.

Team Manager (SiriusXm)

Alorica/EGS Philippines Inc. (August 2012 to October 2014) 2 years

-Assist Operations Manager in day to day operations of the sited.

-Ensure that Gameplan is executed daily such coaching and audits.

-Ensure that KPI are exceeding goal.

Core Skills Trainer (SiriusXm)

APAC Customer Service Inc. / Alorica/EGS Philippines Inc. (August 2011 to August 2012) 1 year

Customer Service Representative (SiriusXm)

APAC Customer Service Inc. / Alorica/EGS Philippines Inc. (June 2010 to August 2011) 1 year

Education

University of Santo Tomas

AB Philosophy

Reference:

Richard Loveland

Senior Vice-President Alorica

Mobile – 091********

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