Manager Service
Resume:
P R O F I L E
I have had the privilege working in the BPO industry for over 20 years
with 19 years of it in a leadership role. I am looking for a company where I could put my skills and competencies to good use and help increase its efficiency and profitability.
E X P E R I E N C E
GLOBAL SUPPORT MANAGER
Consistent Customer Satisfaction average score of 93% for 30 months 0% attrition for 2 years and 8 months
0% average absenteeism rate for 3 years and 6 months Maintained staffing levels
Identify, review, or select vendors or consultants to meet project needs.
Perform risk assessments to develop response strategies. Monitor the performance of project team members, providing and documenting performance feedback.
Integrates work across locations and across teams and ensures that the work produced meets service level standards and exceeds quality standards.
Train or instruct employees in job duties or company policies Develop training curriculum to address gaps in company policies and processes
Recruit, interview, and hire employees.
ALDEN NAVARRETE
O P E R A T I O N S M A N A G E R
C O N T A C T
**************@*****.***
R E F E R E N C E S
P R O F E S S I O N A L
S K I L L S
Coaching
People Development
Contact Center Management
Process Improvement and
Development
Team Management
Client Services
Vendor Management
P E R S O N A L S K I L L S
Agile Project Management
Data Analytics
Scrum
Leadership
Public Speaking
Conflict Resolution
Self-starting
Adaptability
Dependability
Verizon - Vendor Manager
Number to be provided upon
request
PRINCESS ENCABO
JPMorgan Chase & Co., - Head of
Recruitment
Number to be provided upon
request
LALA PASIMIO
Solar Winds - Former Subordinate
Number to be provided upon
request
MA. CRISTINA FALLER
SERVICE DELIVERY MANAGER
NU Research and Development Feb. 2017 - Oct. 2019 Shore Solutions Apr. 2014 – Jan. 2017
Responsible for the escalation and quick resolution of any operational service issues; especially those escalated beyond the team leader’s scope.
Review, challenge and evolve capacity models to ensure optimal utilization of resources.
Contributes to the development of policies and procedures and ensures these are
executed as intended by production teams through their direct reports.
Support and deliver on key priority projects such as Improving Customer Satisfaction
Ratings and Increasing Sales Conversion numbers.
Consistent teams with Top Sales numbers.
Consistent teams with Customer Satisfaction numbers. Train or instruct employees in job duties or company policies or arrange for training to be provided.
Recruit, interview, and hire employees.
TEAM LEADER
Resolve customer complaints or answer customers' questions regarding policies and procedures.
Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
Train or instruct employees in job duties or company policies or arrange for training to be provided.
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Prepare and issue work schedules, deadlines, and duty assignments. Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
Teletech Apr. 2012 – Mar. 2014
SENIOR NESTING LEAD
Convergys Feb. 2004 – Dec. 2009
Facilitated nesting for 100+ waves
Initiated Customer Survey Improvement for agents < 60 days in production resulting nesting agents being at par with tenured agents. Decrease nesting learning curve from 3 months to 1 month. Achieved 0% Nesting Attrition and < 60 day Attrition for 3 years. Initiate, facilitate, and moderate supplementary classroom discussions. Provide clear career paths for direct reports resulting in 100% being promoted to various fields in the company.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
AWARDS
Power of One Champion
Powered by People Global Awards
People Development Champion
Team Lead of the Year
C E R T I F I C A T I O N
Six Sigma (Green Belt)
Call Center Operations
Certification
Operations Manager Management
Development Program
Situational Leadership I & II
Agile Training
Team Leader Development
Program
Zap the Gap
First Aid and Life Support
E D U C A T I O N
Bachelor of Science, Major in
Computer Education
Don Bosco College Seminary
1995 - 1999
COPYWRITING TEAM LEAD
Yell Adworks Feb. 2010 – Feb. 2012
Assist copywriters in creating comprehensive copy platform for each assigned account
Demonstrate sound understanding of marketing
Develop and contribute strategic input into marketing/advertising initiatives Develop positive, productive relationships with appropriate members of the production team
Prepare and conduct calibration sessions with members of the production team to standardize the process of website creations from copywriting to QA.
Contact this candidate