Relations Manager Business Intelligence

Degie Gonzales

**B Lemonwood Street

Greenwoods Executive Village Pinagbuhatan, Pasig

Mobile: +639**-******* ; +639**-*******

*************@*****.***

Qualifications Summary

Outstanding Communication Skills

• Comfortable in interacting with all organizational and cultural levels

• Exceptional verbal and written English communication Skills Highly Organized

• Expert in multi-tasking and prioritizing

Resourceful Problem Solver

• Adept in anticipating and analyzing problems, then formulating solutions Flexible and adaptable

• Assimilate quickly in transitions, switching roles as needed to maintain productivity Detail-oriented and Conscientious

• Keen eye for errors and inconsistencies, striving for flawless output Leadership

• Capable in driving results through influence and development of staff Career Overview

Sitel Philippines (June 2009 – April 2012)

Learning Specialist

• Facilitate new hire training (Foundation Skills & Product Specific)

• Conduct TNA to ensure gap in training and operations is/are identified and addressed

• Spearhead refresher and upskilling training for frontline and staff personnel

• Evaluate existing training curriculum and propose/design new agenda if needed VXI Global (August 2012 – March 2021)

Senior Client Relations Manager (2016 – March 2021)

• Contract Management – maintain and conduct review of SOW, ensures actions taken by both client and internal stakeholders are within bounds of SOW

• Internal Reporting – ensures internal stakeholders are well informed of their performance trending and client perception

• Invoicing and Financials – reviews and ensures accuracy of invoice data, negotiate rate adjust- ments, bonus/penalty consideration

• Client Management – point of contact for escalations, target setting and volume delivery

• Department Chief of Staff – Directly works with company’s chief executives, organizes and lead business reviews with high level executives and clients Senior Manager – VoC (Business Intelligence) & Project Management

• Manage the accounts’ support group – Analytics, Quality & Training

• Drive improvement initiatives on process to better performance & client value

• Responsible for running statistical analysis on various metrics on an ongoing basis

• Propose and spearhead strategy planning with operations

• Interact with client and internal stakeholders to drive and influence improvement objectives Accomplishments:

Handled multiple process improvement projects

o Call Tracking System

o Metric specific coaching plan and performance management o Dispatch Validation

o Selling the solution

o Digital walk-through

o Health of Compliance

o Resolution Development Lab

o Client’s Work Flow Engine Enhancements

Innovated hiring process

o Identified the true success profile for the account through demographics study and performance of existing population

o Required additional filters – technical exam and mock call with QA to gauge technical and call handling skills of applicants

o Promoted the use of a new recruitment tool to ensure agreed standard and qualifica- tions are met

Enhanced training and quality methods

o Implemented toll gates in training to shorten learning curve o Early nesting team immersion to new hire

o Revised curriculum to include laboratory exercises and assessments o Required thrice a week QA call listening and twice a week side by side with perform- ing agents during Product Training

o Employed Live Call Certification as part of graduation requirement o Diversified Quality Team’s role –

o Targeted call listening on top call driver of the team in addition to random call listening

o Required side by side monitoring as supplemental audit for bottom performers o Mandated monthly QA talk for each team

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