Customer Service Representative
Resume:
Jonn David Baltazar
***-** ******* ****** ***********, Doña Soledad Ave. Ext., Better Living, Parañaque City 1711
*************@*****.***
Experience
Associate Director for Operations
VXI Global Holdings B.V. (Philippines) – August 2014 to present
Acts as program leader for a US telco account with multiple business lines – inbound and outbound technical support for residential and business focusing on overall rep satisfaction, net promoter score and first-call resolution
Leads overall call center operations with headcount that reached 350+ agents, 25 supervisors and 4 operations managers
Spearheads various client value-add projects that aim to improve customer experience, enhance servicing tools/process, and maximize cost reduction efforts via implemented process changes
Ranks within top 10% vs. all proprietary and vendor sites month on month
Stakeholder value-add with > 60% gross revenue balanced with optimized bill-to-pay and efficient staffing capacity measure
People-development value-add – lowest absenteeism and attrition year on year
Pioneered the account from 30 agents to 150+ headcount strong program on its first year
First vendor to handle and transition to handling business customers consistently outperforming proprietary sites
Senior Operations Manager
VXI Global Holdings B.V. (Philippines) – November 2012 to July 2014
Headed both Operations and Workforce Teams with 300+ agents, 20 supervisors and 5 operations managers for a US financial account – inbound customer service focused on customer satisfaction
Managed daily call center operations to ensure that all internal and client metrics are exceeding targets
Ranked within top 20% vs. all proprietary and vendor sites month on month with highest weight on overall rep satisfaction and net promoter score
Stakeholder value-add with > 60% gross revenue balanced with maximized bill-to-pay and efficient staffing capacity measure
People-development value-add – lowest absenteeism and attrition year on year
Workforce Manager
VXI Global Holdings B.V. (Philippines) – November 2007 to October 2012
Responsible for staffing optimization, end-to-end operations support and maximum revenue assurance
Led 8 workforce real-time analysts, 2 schedulers and a supervisor
Best schedule effectiveness year on year (FY 2008 to 2012)
Highest staffing productivity year on year (FY 20018 to 2012)
Team Leader
VXI Global Holdings B.V. (Philippines) – May 2006 to October 2007
Consistent balanced-performance leader for a US financial inbound customer service account
Customer Service Representative
VXI Global Holdings B.V. (Philippines) – May 2004 to April 2006
Consistent top performing agent in for US telco and financial inbound customer service accounts
Key Trainings and Other Achievements
Six Sigma Green Belt Certified
Program of the Year Award FY 2015-2016
Seven Habits of Highly Effective People Workshop October 2015
Business Leader of the Year Award FY 2014
Education
University of the Philippines Diliman
June 1999 to April 2004
Bachelor in Library and Information Science
Manila Science High School
June 1995 to March 1999
Contact this candidate