Operations Manager/Training and Quality Manager
Resume:
JOCILYN P. VICENTE
Email Address: *******.*******@*****.***
Skype: live:.cid.771b462c3a336ecf
Address: *** *** ***** **. ******** View Balibago, Angeles City Pampanga
OBJECTIVE:
Goal-oriented individual seeking a position that will enable me to apply leadership and management skills to motivate team members and increase productivity.
WORK EXPERIENCE
Operations Manager / Training and Quality Manager IQOR, Clark February 2021 – May 2022 – American Home Shield
• Supervises and directs the work of training, quality assurance personnel and supervisor for different LOBs.
• Responsible for managing the team of training and quality assurance employees and developing training programs to meet the needs of operations.
• Develops, implements and evaluates quality programs and training modules and training outlines.
• Researches issues and communicates findings to create fix to problems, inconsistencies, and improve overall customer satisfaction levels.
• Sending report of current trends and makes recommendations for improvement through coaching and/or training.
• Ensures Quality Department procedures, standards, documentation and reporting are maintained, updated and in compliance with quality performance standards.
• Create new training materials associated with the introduction of new products and services with supervision.
• Prepares reports for management, clients or others as needed. Retention Coach Supervisor and Quality Analyst Lead IQOR, Clark October 2019 to January 2021
Quality Analyst Lead
• Handling 35 Quality Analyst across all sites to help the agents become consistent in following policies and procedures by evaluating their calls
• Creating Quality Analyst alignment to ensure that required evaluation is equally divided to all Quality Analyst
• Sending Weekly Quality Scores of all sites and providing recommendation on how to improve parameters
• In charged of making sure that all Quality Analyst are participating to Client and Internal Calibration making sure that everyone is align with the process
• Creating schedule for Quality Analyst
Retention Supervisor
• Handling 20 Retention Coach to help the site in validating save calls of the associates.
• Sending Daily and Weekly save report for all sites.
• Developing skills of the Retention Coaches on how they will positively impact the performance of
• the associates assigned to them.
2
• Conducting weekly huddle to ensure that Retention Coaches are still align with the cancellation Policies and Procedures.
• Creating Rebuttal Statements that the associates can use to successfully handle cancellation calls.
• Regularly checked Cancellation Tracker to ensure that Coaches are hitting the required validation
• quota/goal on a weekly basis.
Escalation Supervisor IQOR, Clark
July 2019 to September 2019
• Handling 22 Escalation Specialist to develop their skills and continuously provide assistance to supervisor, specially handling escalated calls and answering agent’s query.
• Sending Weekly report of all escalated calls handled by Escalation Specialist.
• Creating Training materials that will help minimize the numbers of escalated calls.
• Conducting huddle to ensure the consistency of accurate information provided to the agents by Escalation Specialist.
• Taking and Tracking Supervisory and Managerial call. Supervisor IQOR, Clark
January 2019 to June 2019
• Handling 15 representatives to develop their skill, positively impact accounts performance and to ensure all are meeting the goals.
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Conducting team huddles to provide updates and to check if action plan is being executed.
• Listening to calls to identify behaviors that needs to improve by the agent.
• Participating to clients’ calibration to get the most updated information about the account and to ensure that it’s being cascaded to the team.
• Maintaining good show rate and attrition of the team.
• Taking and tracking escalated calls.
Specialist / VOC Champion IQOR, Clark
August 2018 to December 2018
• Taking inbound calls. Resolves customer concern and complaint related to payment billing issue and work order. Explained best resolution to solve customer problem and achieve customer satisfaction.
• Listening to surveyed calls, identify behaviors and providing recommendation of action plan that can be used to improve the behaviors and performance.
• Sending Weekly report and improvement based on weekly survey report being sent by the client.
• Taking and tracking escalated calls.
Senior Engagement Specialist STARTEK, Angeles
September 2013 to July 2018 – T – Mobile
• Managed outlier teams (Academy Bay) to develop their skill set and positively impact to the account’s performance month by month.
• Monitoring random calls to improve quality, minimize errors and track operative performance.
• Coaching and motivating employees.
• Taking and tracking escalated calls – progress report and creating training materials.
• Conducting team huddles and share best practices to the rest of the group Sending Daily, Weekly and Monthly Progress Report. 3
Technical Support Rep Sutherland, Clark
September 2012 to September 2013 - McAfee
• Taking inbound calls. Resolves product or technical problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and doing troubleshooting.
• Maintain customer satisfaction by resolving the issue on a timely manner and by making follow up through callback.
• Taking and tracking escalated calls.
EDUCATION
• Bachelor of Secondary Education – Tarlac State University – 2011
• Padapada High School – 2009
• Baras – Baras Elementary School - 2005
SKILLS
• Effective communication and interpersonal skills
• Proven track record of successfully meeting and exceeding KPIs
• Ability to work under pressure
• Efficient Time Management - Ability to multi-task, prioritize, and manage time effectively
• Leadership and Management Skills
• Good knowledge of MS Office and relevant computer programs (e.g. database, excel, PowerPoint) to track progress
• Positive Attitude
TRAININGS AND ACHIEVEMENTS
• PPQ – Peak Performance Qoaching
• Engagement Coach ( Supervisor ) Prep Series Graduate
• BLAST (Breakthrough Learning & Strategies for Training)
• CCE (Creating a Coaching Environment Training)
• Power of Coaching
• Basic Excel Training
• Top 1 Senior Engagement Specialist for 7 consecutive months
• AZTEC Awardee (Q4 of 2017) – Top Agent for the entire year of 2017
• Top 3 Agent for the entire year of 2015
REFERENCES
• Micah John Gonzales
Supervisor – STARTEK
+63.906-***-****
• Michael Biacora
Operations Manager – IQOR
+63.961-***-****
• Cristine Victoriano
Senior Client Services Manager - Task Us
4
+63.922-***-****
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