Manager Quality
Resume:
Jay Melendres
Address: B** L* Windward Hills Subd. Dasmarinas City, Cavite
Tel #: +639********* Email Address: ***********@*****.*** Work Experience
Manager/Associate Principal – Talent Management and Development Company Name: Sutherland Philippines
Dates Employed: April 2017 – August 2020
Location: Bonifacio Global City, Taguig
Ø Involve in design and deliver employee training programs Ø Develop mentoring and coaching sessions for employees Ø Build succession plans
Ø Discuss career-pathing options with high-potential employees Ø Facilitate Goal Setting discussion with stakeholders Ø Train and certify high potential team managers ~ Team Manager University (TMU) Ø Train and certify incoming managers ~ Account Manager University (AMU) Ø Provide training needs analysis to different stakeholders Ø Organize, schedule and participate in site meetings with stakeholders Ø Attend synergy meetings with Service Delivery, Quality, Training and Human Resources Ø Talent Management POC for GMA sites – Taguig and Carmona Ø Facilitate and participate in on boarding new Team Managers Senior Expert - Talent Management and Development and Organizational Development Company Name: Sutherland Philippines
Dates Employed: Jan 2015 – April 2017
Location: Bonifacio Global City, Taguig
Ø Involve in module design and development to be used in leadership workshops Ø Develop methods of measuring if performance management aligns with organizational goals Ø Recommend training and development systems
Ø Train and certify high potential team managers ~ Team Manager University (LEAD100) Ø Provide training needs analysis to different stakeholders Ø Organize, schedule and participate in site meetings Ø Attend synergy meetings with Service Delivery, Quality, Training and Human Resources Ø Point of contact for GMA sites – Taguig and Carmona Ø Facilitate and participate in on boarding new Team Managers Ø Facilitate Behavioral Assessment for incoming leaders Senior Team Manager
Company Name: Sutherland Philippines
Dates Employed: Jul 2013 – Jan 2015
Location: Carmona Cavite
Ø Handle 2 - 3 Team Managers, 45 consultants
Ø Handle special projects i.e. Care Bay, F45 Team (Transitions) Ø Conduct final screening to all applicants
Ø Complete reports/ data analysis, action planning and execute business plans Ø Attain all quality metrics as determined by the SOW Ø Prepare consultants by constant monitoring
Ø Schedule and conduct team meetings and provide constant communication on product and policy updates Ø Create and support programs that encourage employee engagement Ø Communicate with management on potential attrition Ø Partner with HR in disciplinary issues
Ø Formulate bridge goals for New Hires
Ø Attend to client calls for Gap closure Ø Prepare Service Delivery Intervention topics to be discussed in Training
Team Manager
Company Name: Sutherland Philippines
Dates Employed: Jul 2010 – Jul 2013
Location: Makati
Ø Monitor team performance by way of goal planning, process adherence, daily reviews and review of the KPIs
Ø Establish team goals and conduct performance appraisals Ø Complete reports/ data analysis, action planning and execute business plans Ø Attain all quality metrics as determined by the SOW Ø Develop consultants by using tactical coaching/feedback and providing ongoing training Ø Schedule and conduct team meetings and provide constant communication on product and policy updates Ø Create and support programs that encourage employee engagement Ø Communicate with management on potential attrition Ø Partner with HR in disciplinary issues with consultants including and up to termination recommendations Ø Ensure ongoing training and knowledge support to frontline staff to continually improve the performance of the program
Ø Support Team Managers and Consultants by providing back-up floor assistance to answer questions Ø Take top level customer escalations to provide product, administrative and technical issue resolution Quality Assurance Specialist
Company Name: Sutherland Philippines
Dates Employed: Dec 2005 – Jul 2010
Location: Makati
Ø Responsible for auditing quality and providing feedback to Team Managers and Trainers Ø Achieve daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
Ø Provide performance feedback and input to all to all monitored calls to increase service quality – real time discussion
Ø Serve as point of contact for all quality issues and questions Ø Prepare QA/CSAT reports and interacts with operations and support groups regarding quality improvements
Ø Ensure adherence to client standards and recommend/develop actions, plans/process improvements, if necessary to contain and correct quality problems
Ø Schedule, coordinate and facilitates call calibration sessions together with the Team Managers and or Clients
Ø Ensure quality of work to the satisfaction of customer (internal/external) Ø Assess and discuss problems relating to yield quality, efficiency, non- conformance and other major discrepancies with operations and support counterparts and provides process improvements to address these concerns
Ø Update personnel on changes information, policies, guidelines, etcetera through specs Customer Service Representative
Company Name: VXI Global Solutions, Inc
Dates Employed: Sep 2004 – Dec 2005
Location: Makati
Ø Take orders from customers placing orders
Ø Soft sell items on sale on the same catalog customer is ordering from Ø Entice customer to join the club membership where they are entitled to get discounted catalogs year round excluding the 10% discount
Ø Rebuttal on customers doubting the benefits the club membership has to offer and remind them that the club membership fee is refundable when nit used.
Ø Assist customer in pairing items for special occasions. Education
Bachelor of Science in Physical Therapy
De La Salle University – Health Sciences Campus
Batch 2003
Reference
Ron Espera
Director – Talent Management and Development
Sutherland Philippines
Jeserene Perez
Business Director – Service Delivery
Sutherland Philippines
Denise Asistio
Manager – Leadership Development
Sutherland Philippines
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