Quality Coordinator Support

Alexis Anthony C. Aganon

No. * Tokyo St., Merville Park, Tel No.: 824-7329

Paranaque City, 1709 Cell No.: 091*-***-****

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

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

OBJECTIVE Aims to become part of a workplace wherein in my knowledge and experience will be utilized and enhanced.

EDUCATION

1998 - 2003 DE LA SALLE UNIVERSITY

Bachelor of Arts – Bachelor of Science degree in Commerce, major in Development Studies and Marketing Management, September, 2003; Loyalty Award

1994 – 1998 LA SALLE GREEN HILLS

High School Diploma, March 1998, Loyalty Award

WORK EXPERIENCE

April 2, 2018 - Present

TECHNICAL PROJECT COORDINATOR/ TECHNICAL INITIATIVE SUPPORT COORDINATOR/ PROJECT MANAGER, WELLS FARGO, EGS

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Coordinate all Stakeholders from initiation of Project to Implementation.

Acts as the Project Manager for all task, should PM be not available.

Make sure all process documents are sent out approved before the deadline set.

Track financials to ensure project is within budget, and recommend to add funding if project is going above set budget.

Conduct solution design reviews with all stakeholders to ensure proper understanding of each task.

Perform other Ad Hoc task assigned by Project Manager.

July 27, 2015 – March 28, 2018

TEAM MANAGER, SYKES ASIA, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Leads Technical Support Representatives for a top Search Engine Account

Ensures that all Team Members are able to perform at their optimum level and consistently meet targets for Customer Satisfaction, and Quality

Monitors Team Members’ performance and shares it on a daily basis.

Track down Schedule Adherence on a daily basis

Attend calibration with Clients

Provide action plans to Team Members for their continuous improvements for each metrics.

Contribute to projects when requested.

Prepare Evaluations for Team Members to process Regularizations.

January 29, 2015 – July 26, 2015

TEAM LEADER, ALTISOURCE BUSINESS SOLUTIONS, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Led Team Members for a Hotel Reservations Account

Ensures that all Team Members are able to perform at their optimum level and consistently meet targets for Sales and Quality.

Verify customer’s problem and provides action plans for 1st Contact Resolution.

November 18, 2013 – November 3, 2014

TEAM LEADER, BA CONTINUUM PHILIPPINES, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Led Team Members under Credit Card Chat Support

Responded timely and accurately to the escalations of the Level 1 Chat support Team Members.

Verify customer’s problem and provides action plans for 1st Contact Resolution.

Ensured that all Team Members are able to perform at their optimum level and consistently meet targets for Customer Satisfaction.

Provided Coaching and Feedback to all Team Members (strengths, opportunities and action plans)

Scheduled and Conducted Team Meetings and Huddles.

Monitored Team Members’ performance and shares it on a daily basis.

Tracked down Schedule Adherence on a daily basis

Attended calibration with Clients

Provided action plans to Team Members for their continuous improvements for each metrics.

Contributed to projects when requested.

Prepared Evaluations for Team Members to process Regularizations.

March 1, 2007 – November 17, 2013

TEAM MANAGER, SYKES ASIA, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Responded timely and accurately to the escalations of the Level 1 support.

Assisted Level 1 support towards 1st call resolution

Verified customer’s problem and validates support team’s escalations

Gave feedback and track all downtime on all tools required to perform support.

Provided Quality Coaching to subordinates to ensure performance is at its optimum level.

Can identify hot customer issues and deals with it appropriately

Conducted team meetings

Performed Quality Monitoring of agents and feedback findings (strengths, areas of improvement and action plans)

Monitored agents performance and updating their records on a regular basis

Provided feedback agents performance on a regular basis

Monitored skills of agents and recommends additional training when needed

Conducted training to existing and newly hired agents

Checked email tracking databases regularly for incidents that need to be mentored

Planned, assigned and directed work to the team/employees

Contributed to other projects if requested

Checked and trained weekly team meeting topics

Scheduled coaching sessions

Attended calibration with the client

Provided action plans for the improvement of their agents

Prepared and Evaluated Level 1 Agents for Regularizations and Annual Evaluations

Accomplishments:

Best in Customer Connection Q1, Q3, Q4 2009 (AM Group)

Best in Quality Q2 2010 (AM Group)

TOP 10 TM My Miles 2011

TOP 10 TM My Miles 2012

Q3 Leadership Awardee 2012

Core TM of the Year 2012

January 1, 2005 - February 28, 2007

QUALITY COORDINATOR, SYKES ASIA, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Worked as a Quality Coordinator to one of the clients of Sykes Asia, Inc.

Provided excellent quality initiatives by guaranteeing that all quality processes are being followed regularly.

Provided quality reports to all higher officers to help them keep track of the quality performance of the agents.

Accomplishments:

Acquired knowledge and skills on how to properly coach and motivate agents to perform well in term of their quality and achieve excellent customer connection and service.

Monitored closely the associates’ performance goals and identified areas of opportunities. Informed them of where they are at with the targets and interpreted data in relation to their quality performance.

Exhibited wide product knowledge and shared it extensively with the associates.

Was able to constantly provide excellent reports to TM’s, AM’s and SAM’s which they can use in their own reports to the clients

Provided precise and complete analysis reports to the clients to gauge performance in terms of quality.

Closely worked with an AM’s and TM’s in order to provide quality initiatives in helping the system to improve quality, customer connection and USCO adherence.

January 26, 2004 - December 31, 2004

CUSTOMER SERVICE REPRESENTATIVE, SYKES ASIA, INC.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to

the following:

Worked as a customer service representative to one of the clients (US Credit Card) of Sykes Asia, Inc.

Provided solutions and excellent customer service to all of the customers.

Accomplishment:

Acquired knowledge on how to become an effective and efficient service provider and how to become excellent when it comes to soft selling.

June – August 2003 PRACTICUM TRAINEE

GREAT MINDS MEDIA, INCORPORATED (GMMI); GADGETS MAGAZINE

Worked with the Sales Department. Acquired the knowledge in various operations of the Magazine industry. Worked with people with high-ranking positions in the company.

September – December 2002 PRACTICUM TRAINEE

DEPARTMENT OF LABOR AND EMPLOYMENT – NATIONAL CAPITAL REGION (NCR)

Worked with the Women’s Amelioration and Welfare Division. Acquired the knowledge of the negative effects of Child Labor.

PERSONAL BACKGROUND

Born on November 29, 1980 in Quezon City, Philippines Fluent in English and Filipino. Knowledgeable in many computer programs such as Microsoft WORD, EXCEL, and POWERPOINT. Interests include playing sports such as basketball, football, and billiards, reading books, playing drums and relating with people. Quality-oriented, adaptable, team player, goal-oriented, process-oriented, friendly, approachable and possess great people skills. Minimal Supervision needed.

CHARACTER REFERENCE Available upon request

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