SUMMARY

Hardworking professional with proven success and expertise in developing customer loyalty
And managing business unit.

QUALIFICATIONS

Extensive knowledge and experience in the technical support field (Internet, telephone, cable)
Satisfactory exposure and knowledge of Sales.
Six Sigma Yellow Belt trained
Experienced and motivated Operations Manager with outstanding customer relationship skills.
Excellent communications and leadership skills.
Knowledge in financial accounts
Outstanding organizational, multitasking and problem-solving skills.

WORK EXPERIENCE

December 2017 to present Operations Manager for First Data Corporation
SiTEL Philippines Baguio, Benguet

Lead teams to meet and exceed business objectives (client service, as well as financial and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site.
Responsible in developing coaches who are handling local escalations desk focusing on billable productivity, lessen if not eradicate client escalations and preparing these LEDs to be the next leaders
Responsible in creating calendar of fun activities to balance daily activities in the office.

Regional Passion Awardee – Top OM Q1 2018

July 11, 2016 to November 2017 Operations Manager for Green Dot Corporation
SiTEL Philippines Baguio, Benguet

Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.
Responsible to ensure that employee expectations are met and are in line with company policies, practices and procedures

May 2015 to July 8, 2016 Operations Manager for Capital One
SiTEL Philippines Baguio, Benguet

Lead coaches and teams to meet and exceed business objectives.
Direct involvement in recruitment, selection, induction and ongoing skills, development for all direct reports and ensuring we attract and retain the best talents.
Line management responsibility for coaches who are responsible for managing the day-to-day operations of a team of agents handling customer’s issues and questions.

February 2011 to May 2015 Operations Manager for First Data
SiTEL Philippines Baguio, Benguet

Actively participates in ARP tracking (agents, coaches, OMs) ARP tracking and ensure consistency and fairness in implementation of the process.
Apply a process of continuous review and proactive management of associate SKEP, absenteeism and attrition across all Teams taking appropriate action where necessary.
Involved in creating FDC Baguio QA selection process. Leads calibration calls with PJV and Baguio and joint call sessions with the client.
Responsible for creating ICE logins when necessary. Tracks adverse calls and determine root cause and drive implementation of action plan following the adverse call matrix.
Directly in charge of submitting draft/ recreating SLAs for customer service representatives.

Regional Awardee – Top OM 2015

2010 to January 2011 Operations Manager for RCN
SiTEL Philippines Baguio, Benguet

Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site.
Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.
Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
Ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
Responsible to ensure that employee expectations are met and are in line with company policies, practices and procedures
Managed technical and customer service teams.

Top Operations Manager – July, August and September 2010

2007 – 2010 Technical Representative Coach
SiTEL Philippines Baguio, Benguet

Provided client support and technical issue resolution via E-Mail, phone and other electronic medium.
Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).
Configure software to connect to Internet application servers.
Provide training to clients in the use of system and applications as related to Internet.
Maintained excellent KPI during the whole technical support career.

EDUCATION

1997  Pines City Colleges Bachelor of Science in Physical Therapy
Baguio City, Benguet