Jonathan Aurelius C. Seraspi

Blk *B Lot *, Cristina Homes, Camarin, Caloocan City February 17, 1976 092******** adismn@r.postjobfree.com

WORK HISTORY

EmpowerU Mar 2020 – Jul 2020

UK Sales Head (Learn to Trade LLC)

Supported 3 outbound segments (Confirmations, Openers and Closers) for a UK outbound sales program

GMO GlobalSign, Inc. Jun 2018 - Nov 2019

Client Services Manager (Vetting, Technical Support and CS Ops)

Supported all Regions (APAC, EMEA,US), including agents from China, India, Russia, UK and US

Improved SLA by 15% thru changing case distribution methods

TSD Global, Philippines Apr 2017 – Apr 2018

Operations Manager / Sirius XM Non-pay Collections (702.7, 704, OVM)

Handled 3 outbound collection programs based on customer life cycle

Improved sales by 11% by utilizing top performers for auto dialing cycles

Operations Manager / Sirius XM Outbound Sales (GAWB)

Introduced Nesting Training structure that improved nesting performance from 0.09 SPH to 0.20 SPH

EXL Service Inc. Jun 2014 – Mar 2017

Operations Manager / YRC Inside Sales Pioneer Wave 0

Launched a Pilot Outbound Inside Sales B2B program for a Fortune 500 logistics company

Successful Pilot transitioned to ramp stage for 450 agents in 2 sites

Closed Sales Custom Projects worth over $50,000

Consistent Cluster territory portfolio growth average of 15% - 18% per month ($900k – $1.2 M gross sales)

Set-up processes for Quality and Incentive Programs, for the Pilot Batch.

Manages a team of 10 Subject Matter Experts that mentor sales agents

Manages the Resolutions group tasked to resolve internal (client related) and external (customer related) escalations

Eclaro International May 2013 – Feb 2014

Project Manager / Arch Insurance Information Technology Team

Manages a Team of IT Specialists maintaining the IT Infrastructure and Applications of Arch Insurance

Successful implementation of first ever time-keeping system insuring fewer payroll disputes and better efficiency

Startek International Inc. Dec 2009 – Feb 2013

Operations Manager / T-Mobile Prepaid Pioneer Wave 0

Headed a delegation to train Leadership team for launch of second site in Honduras

Managed a Pilot Sales Program with $1.1M generated revenue in 10 months

Proven track record in getting agents get promoted to next level (9 CSR2’s to TL’s)

Drove Break abuse from 90% violations to 5% resulting in more productivity

Improved cluster Handle time by 20 seconds by implementing action plans derived from data gathered

Directly Managed 110–130 Direct Reports (Program has 300 FTE)

Teletech Customer Care Management Phils. Jul 2005 – Dec 2009

Team Leader / AAPT (Launch Team Australia Telco) Pioneer Wave 0 Team Lead

Team Leader, Advanced Support Team / Verizon (Launch Team) Pioneer Wave 0 Team Lead

Team Leader / Verizon Batch 3 Team Lead

Technion Communications Corporation, Inc. Nov 2004 – June 2005

Team Leader / Dell (Launch Team) Pioneer Wave 0 Team Lead

Vertex Solutions Inc. Aug 2004 – Nov 2004

Operations Supervisor / Gateway Chat Account Pioneer Wave 0 Team Lead

Teletech Customer Care Management Phils. Mar 2004 - Aug 2004

Floorwalker (CSR) / Accenture / SBC Yahoo Program Batch 3

Etelecare International Sep 2002 - Feb 2004

Level 2 Technical Support / Dell (Launch Team)

EDUCATION

BS Biology University of Santo Tomas Jun 1992 – May 1996

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