People Management and Operations
Resume:
Francis Buck Manzanares, CLSSYB
Certified Lean Six Sigma Yellow Belt
Present: Gate 6, Gonzales APT, La Guardia Street, Brgy Apas, Cebu City 6000 Permanent: Brgy Bato, Toledo City, Cebu
Mobile # +63.917-***-****
Email: admhdb@r.postjobfree.com
WORK EXPERIENCE
BRIEF SUMMARY OF EXPERIENCE
Currently, handling agents both for PH and US base while checking there metrics (KPI). Also, doing some project for the company in order to improve performance. Aside from that, I’m an experience Telesales and Marketing Leader that promote customer satisfaction with some technical knowledge. I am working mostly on the leadership and management team in order to promote individual growth and company revenue and manpower. Overseas Experience : None
Local Experience : 11 years and 5 months
WORK EXPERIENCE
Employer : RASO SOLUTIONS
Country : Cebu City, Philippines.
Position Held : Operations Manager
Period : March 1 2021 –
April 22, 2021
Job Responsibilities:
1. Plan and Motivates the team to drive performance 2. Monitoring agent's overall performance.
3. Creates projects for the agents
4. Talk with higher management for Performance Improvement. 5. Facilitate and Guide Leaders/Team to do the necessary task 6. Coordinate with other departments to ensure successful delivery. 7. Create Progress Report for the client and management to review. Employer : Demand Science Team Phil, Inc.
Country : Cebu City, Philippines.
Position Held : Telemarketing Senior Team Leader – Lead Generation Period : November 12, 2018 – March 1, 2021
Job Responsibilities:
1. Monitoring agent's overall performance.
2. Ensure that campaigns are dialed by the agents and the goal is hit on a daily basis. 3. Do coaching and huddle to set the proper expectations of the targets. 4. Motivate agents to work within the best of their capabilities. 5. Make agents sales/leads are being monitored on a daily, weekly, and monthly basis. Employer : Dreamscape Networks
Country : Cebu City, Philippines
Position Held : Business Development Specialist - Australia Period : May 2018 to October 2018
Job Responsibilities:
1. Responsible for calling clients who are in need of online presence on their business. 2. Provides marketing campaigns for the benefit of small and medium business. 3. Closing a sale for Domain Names, Web Hosting and all other online presence materials.
Employer : Author Solutions Inc
Country : Cebu City, Philippines
Position Held : Marketing Consultant - USA
Period : March 5, 2017 –February 16, 2018
Job Responsibilities:
1. Responsible on calling the authors to convince them to market the book to the right people.
2. Provides marketing campaigns for the benefit of the author. 3. Closing a sale for a marketing campaign that will make the book publicly advertise. Employer : TELEPERFORMANCE-CEBU
(Formerly AEGIS) Country : Cebu City, Philippines
Position Held : Player Support Supervisor/Senior Team Leader/OIC – Electronic Entertainment - Gaming
Period : November 2013 to January 16, 2017
Job Responsibilities:
1. Reply to our gamers query and problems through emails. 2. Ban Accounts that are doing Fraudulent Act.
3. Notify our customers and gamers via emails updates and online forums. 4. Handles a Team.
5. Coach the member of the team.
6. Check and monitor current Service Level of the account. 7. Handles Team Meeting.
8. Supervise Team productivity and performance.
9. Talk with client regarding account improvement and agent development. Employer : TELEPERFORMANCE-CEBU
(Formerly AEGIS) Country : Cebu City, Philippines
Position Held : Customer Service Supervisor/Team Leader – Travel and Hospitality,
ORBITZ
Period : July 6, 2009 to October 2013
Job Responsibilities:
1. Answer customer calls regarding customers Travel Plans. 2. Can Cancel/Exchange through the back end tools. 3. Book tickets of the customer through online tools. 4. To book hotel reservations through a centralize tool for all hotels (EXTRANET). 5. To book packages internationally through phones. 6. Handles a Team.
7. Coach the member of the team.
8. Check and monitor current Service Level of the account. 9. Handles Team Meeting.
10. Supervise Team productivity and performance.
11. Talk with client regarding account improvement and agent development. TRAININGS/SEMINARS
TITLE DAT
E
Company
Problem Solving and Decision Making June 2014 Teleperformance Customer Focus in Action June 2014 Teleperformance Effectively Interacting w/ Clients (Face-to-
Face)
June 2014 Teleperformance
How to Build your Business Network July 2014 Teleperformance Effective Time Management July 2014 Teleperformance Employee Motivation July 2014 Teleperformance
Leadership Through Values and
Teleperformance Operational Processes and
Starndards (TOPS)
Training
February 2015
Teleperformance
Leadership Training – Innovation and
Coaching
Skills
March 2015
Teleperformance
Certified Lean Six Sigma – Yellow Belt January 2020 Elevate Lean Six Sigma
AWARDS/ACHIEVEMENTS:
- Mid-Year 2015 Top Performing Lead (July-November 2015)
- Superkeeper Supervisor for January 2016
- Superkeeper Supervisor for February 2016
- Superkeeper Supervisor for March 2016
- Superkeeper Supervisor for April 2016
- Superkeeper Supervisor for June 2016
EDUCATIONAL BACKGROUND
School : University of the Visayas
Degree : Bachelor of Secondary Education; Major in General Science - Graduate
Date : 2004 – 2008
PERSONAL INFORMATION
Civil Status : Single
Gender : Male
Age : 33 yrs old
Date of Birth : October 03, 1987
Place of Birth : Rodriguez, Rizal
Religion : Roman Catholic
Height : 5’6”
Weight : 83 kgs.
Contact Address : Brgy. Bato, Toledo City, Cebu, Philippines REFERENCES
Claudia Camarillo
Delivery Manager
USA M 773-***-****
Cris Arceo
Manager - Operations, Demand Science Team
Philippines M +63-917*******
Patricia Marie Taclob
Assistant Center Manager – Nexon
America Teleperformance Philippines,
Cebu
Omeed Mohammad Jafari
Director
Contact this candidate