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Operations Manager/Training and Quality Manager

Location:
Angeles, Philippines
Salary:
60000
Posted:
May 17, 2022

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Resume:

JOCILYN P. VICENTE

Cell Number: +**.***.***.****

Email Address: adq3cw@r.postjobfree.com

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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