Christopher Monzon II

Divisional Manager

+63-917******* adjbi6@r.postjobfree.com NCR

Experience

** ***** ** ***** **********

Nov 2017 – Present

Divisional Manager (Australian Mercantile Collections, B2C/B2B)

Probe Group Philippines. National Capital Reg, Philippines

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Management

Position Level

Senior Manager

-

-Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.

-To proactively maintain regular engagement with key client contacts in line with client expectations.

-Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures

-Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised

-To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams

-Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics

-The continuous identification implementation of operational best practice through interaction with the wider team

-Motivate and effectively performance manage Operations Managers/Team Leaders

-Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role

-Ability to build and maintain strong client relationships

-Ability to demonstrate been able to translate business strategy into day to day delivery

-Strong commercial understanding and previous accountability for profit targets

-Setting and reviewing Quality performance standards

-Setting and reviewing of organisational / productivity objectives in line with the commercial contract

-Managing Client Engagement

-Responsible for Business Continuity

Aug 2015 – Oct 2017

Operations Manager (Collections)

Sykes Asia, Inc. National Capital Reg, Philippines

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Management

Position Level

Manager

-This position is primarily accountable for establishing and maintaining a sound operational system that is based on client needs and continuous improvement in order to effectively maximize Collections Performance, Call Quality and Compliance Goals resulting in excellent Customer satisfaction and maintain competitive edge

- Manages and designs Daily and Monthly Productivity and Performance goals for the program including Collectors and Team Leaders

- Plans and administers the division's budget to monitor cost and analyze variances.

- Supervises and motivates the team to meet and exceed Collections Targets and stay competitive versus Competition

- Responsible for the training and development of direct reports, grooming and mentoring of high potential candidates

- Overall Responsibility for Program Attrition, Absenteeism, Call Quality, Quality Compliance, Dialer Compliance, Manual dialing Compliance, Inbound and Outbound Collector Efficiency metrics, Call Abandon Rates and Delinquency and Roll Rate Targets on a Monthly basis

May 2015 - Aug 2015

Senior Operations Manager (Project Based)

Telan Solutions

Industry

Debt Collections Agency

Specialization

Banking/Financial Services

Role

Management

Position Level

Senior Manager

- Demonstrated knowledge of contact center operations and customer support

- Managerial skills (including tools, processes and systems knowledge)

- Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals

- Demonstrated knowledge of technology industry and general business management

- Ensure client and corporate service, quality and contribution goals, financial, metric and associate satisfaction goals within the site are met

- Provide leadership and management to associates; provide training and development of supervisory team

May 2012 - May 2015

Lead Assistant Manager (B2B Collections/AR)

EXL Service Philippines, Inc.

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Management

Position Level

Manager

- Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance viz a viz set goals.

- Implement company policies in all areas of the operations establish goals for each team and monitor each team’s performance and compared against Key Performance Indicators.

- Recommend measures that will improve team performance and communicate clearly with Assistant Managers and Associates client expectations and accountability.

- Coordinate with the Senior Operations Manager to revise specific goals and plans.

- Monitor Assistant Managers’ level of efficiency in handling their respective Associates, do coaching, and delegate certain tasks that will develop their leadership, problem solving and decision making skills.

- Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures.

- Prepare and implement staff scheduling that will cover manpower requirement of the operations.

- Coordinate operational needs to proactively address potential production concerns.

- Develop procedures/guidelines that will improve policies and quality standards.

- Recognize Assistant Managers’ needs and expectations for them to effectively carry out their necessary administrative duties.

- Recognize performers and recommend development plan for qualified performers.

Oct 2011 - May 2012

Team Manager (Australian Telco)

Convergys Corporation

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Customer Service

Role

Supervisor/Team Lead

Position Level

Supervisor / 5 Years & Up Experienced Employee

-Supervise and mentor agents

-Monitor and drive agents KPI’s (AHT, CSAT, FCR, Adherence and Attendance)

-Provide regular performance feedbacks

-Work with the agents to achieve development objectives and performance targets

-Conduct performance appraisals

-Support Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.

-Serve as mentors and coaches to the agents on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are available.

May 2008 - June 2010

Shift Manager (Collections)

IQOR (formerly known as IRMC)

Industry

C

all Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Manager

-Manage daily performance of multiple supervisors in a fast paced, inbound & outbound call center

-Coach, mentor and develop supervisors so they are able to deliver high levels of goal attainment and quality of service

-Establish clear roles, directions, responsibilities, and performance requirements for Supervisors and Team Leaders

-Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees

-Consistently build and maintain positive team moral

-Conduct and write employee performance evaluations

-Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

-Observe formal coaching sessions and provide feedback to optimize effectiveness of coaching

-Identify training and quality opportunities and work with cross-functional teams to drive performance improvement

-Participate in and / or contribute to business presentations as needed

-Attend client meetings and calibrations

-Prepare reports for clients and internal site leadership

Sep 2007 - Jan 2008

Operations Manager (Collections)

Logicall Inc.

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Management

Position Level

Manager

-manage team leaders, QA Team and agents

-primary responsible to affect the entirety of the team's operations, to effectively build a call center culture, responsible for all on-the-floor activities, and must be available to assist agents and team leaders on the floor. Other responsibilities include, but are limited to, meeting with and managing the team, performing monitoring evaluation with the agents, presenting to the General Manager monitoring checklists and assignments, preparing the necessary reports required by the program or the campaign, developing programs which will increase the quality of the team's performance, meeting with other departments to review operations, creating effective channels of agent feedback and other related responsibilities.

-Implementation and launching of collections campaign (Medical Collections)

Aug 2005 - Sep 2007

Team Supervisor (Collections)

People Support

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Role

Management

Position Level

Supervisor / 5 Years & Up Experienced Employee

-Supervise agents

-Monitor agent's performance on the floor (productivity, competence, and quality standards)

-Provide regular performance feedbacks

-Work with the agents to achieve development objectives and performance targets

-Conduct performance appraisals

-Support Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.

-Serve as mentors and coaches to the agents on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are available.

-Maintain a high level of proficiency with regards to client's services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the agents. Disseminate client-specific information. Provide clarifications and guidelines to enhance agent's understanding and competence relative to client-specific information and handling different customer transactions.

-Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery.

-Document and escalate customer and client process issues.

-Develop complete understanding of client's business model, policies and procedures.

-Ensure that agents gain and maintain competence on client's site, back-end tools and support systems.

Mar 2005 - Aug 2005

Quality Assurance Analyst (Collections)

People Support

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Quality Control/Assurance

Position Level

1-4 Years Experienced Employee

-Responsible for assisting the QA Manager in monitoring quality performance and evaluating statistics of the Operations.

-Coordinate and work with part-time non-dedicated agents.

-Work with the client to develop QA program and processes to address client-specific quality standards and expectations

-Work with the client and the team to address quality issues.

-Provide training and input to eReps responsible for QA assessment

-Coordinate, strategize and develop systems to improve quality with the QA Manager.

-Create opportunities for agents to excel, encouraging and giving credit for qRep accomplishments

-Communicate QA feedback issues to operations shift leaders and supervisors.

-Implement and maintain QA reporting tools and processes.

-Implement and maintain QA reporting tools and processes.

-Mentor agents and update them on methods and procedures.

-Implement and administrate CRM, Lucent, and other data warehouse systems

-Conduct QA sessions

-Rate sessions of agents and records results in the QA database

-Work with QA Team Leader to generate quality reports on individual agents and teams.

-Make improvement recommendations on QA criteria and scoring system in collaboration with the QA Team Leader.

-Monitor quality performance of individual agents and teams.

-Work closely with shift leaders and production supervisors and provides feedback to improve quality scores.

-Act as resource person on quality issues for production teams.

Sep 2004 - Mar 2005

Collections Associate

People Support

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Banking/Financial Services

Position Level

1 Year Experienced Employee

collection and recovery of past due and charge off accounts, tasks include skip tracing and continuous updating: DELL Financial Services (1st & 3rd party)

May 2004 - Aug 2004

Customer Service Representative (Project Based)

SYKES Asia

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Customer Service

Position Level

Fresh Grad / < 1 Year Experienced Employee

Inbound and Up sell campaign for MCI (telecom account) clients. Customer service, billing, up selling and troubleshooting.

Education

University of the Philippines at Los Banos

Bachelor's/College Degree in Economics Philippines

Major

Agricultural Marketing and Prices

Skills

Intermediate

Accounting, Data encoding, Costs and Returns Analysis, Microsoft Office, Dialer Management, Process Improvement, Project Management

Additional Info

Other Information

SEMINARS ATTENDED:

Management Training and Certification, Product Training Barclaycard UK, Trainer: Joel Irugu, Firstsource Solutions Alabang, 2011

Debt Collection Guidelines Australia (ACCC, ASIC and Bankruptcy Acts) Cross Training, IQOR 2009

Management Training and Certification, Capital One Bank UK, IQOR Trainer: Linda Beauchamp, Clark Pampanga, 2008

Client Specifics Training Capital One Bank UK, IQOR, Clark Pampanga 2008

Six Sigma Certification Program Green belt (Incomplete) Logicall, Makati city 2007

Initial Supervisor Training(IST) Peoplesupport, Trainer: Olive Ibanez, Makati city 2006

Fair Debt Collection Practice Act (FDCPA) compliance exam 2004, 2005 & 2007

Product Training (MCI account) SYKES Asia, Trainer: Wendy Lopez and Hazel Durante, 32/33F Burgundy Corporate Tower, Makati City 2004

Core Skills Training (American English Optimization, Telephony, Phone handling skills, American culture and geography) SYKES Asia, Trainer: Gabbie Silverio and Ceasar Suva, 8F Burgundy Corporate Tower, Makati City 2004

Membership Consultant National Sales Training, FITNESS FIRST, Citibank tower, Makati city 2004

Young Economist's Convention, La Salle 2002

Leadership Training Seminar (LTS), Office of Student’s Affairs, UPLB, Laguna 1997

ORGANIZATIONS/AFFILIATIONS:

U.P. Agricultural Economics Circle-President (SY 2002-2003),Vice-President (SY 1997-1998)

Junior Philippine Economics Society-Member

UPLB Student Multi-Purpose Cooperative-Board of Directors (2003-2004),Auditor (2002-2003), Founding member

U.P. Peninsulares-Member

Contact this candidate