More than ten years work experience in the call center business. Has first hand experience
of call center culture, worked my way from the ground-up. Excellent
interpersonal skills, innate ability to work well with others, in both supervisory
or support staff roles. In-depth knowledge of creating and enforcing action
plans that address areas of opportunity in accordance with existing company
policies and procedures. Accustomed to working in fast paced environments,
thinks quickly, successfully anticipates and handles challenges.

Summary of Work Experience

Team Leader, Quantrics, September 2018 – Present

• Manage daily performance of approximately 14 agents in a fast paced call center
• Monitor, coach, mentor and develop agents so they are able to deliver high levels of goal attainment, quality of service and performance KPI’s
• Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees; consistently build and maintain positive team moral
• Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
• Provides feedback and develops plans to drive individual and team performance
• Handle all customer escalations while enhancing customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information
• Ability to use call center data and call observations to identify coaching plans for individuals and team
• Supports the completion of on-going training and education for self and team
• Communicates product updates through formal team meetings and huddles

Senior Operations Mannager, Genpact, February 2017 – July 2017

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
• ProactivelyProactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures.
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics.
• Continuous identification implementation of operational best practice through interaction with the wider team.
• Motivate and effectively performance manage Operations Managers/First Line Managers within the account to ensure delivery of overall targets and business plan. Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams.
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream.
• Demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.
• Provides excellent leadership, people management, communication and influencing skills at a senior level.
• Build and maintain strong client relationships.
• Translate business strategy into day to day delivery.Strong commercial understanding and previous accountability for profit targets.Setting and reviewing Quality performance standards.
• Manage Client Engagement.
• Responsible for Business Continuity.
• Manage and influence key stakeholders

Operations Manager, Sitel, August 2010 – December 2016

• Responsible for overseeing the work of the entire operations and improving program performance through coaching, mentoring and performance appraisals of leaders
• Overall responsibility for managing the flow of operations for
a specific client program.
• Coordinate with other departments to ensure that
all training and development needs of the operation staff are met.
• Work directly with Team Supervisors to identify opportunities for improvement in
work, efficiency, production
• Responsibility to ensure all targets are met by monitoring client service level measures in real time.
• Assist Operations Director to help create suitable strategic plans
• Other responsibilities may include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; coaching, addressing employee performance and corrective action plans; employee motivation and rewards. Organizing the budget of the company in collaboration with the director.

SENIOR TEAM MANAGER (Capital One)
July 04, 2006-2010

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Provide the team with a vision of the project objectives
• Motivate and inspire team members
• Lead by setting a good example (role model) – behavior consistent with words
• Coach and help develop team members; help resolve dysfunctional behavior
• Facilitate problem solving and collaboration

HSBC-HDPP ELECTRONIC DATA PROCESSING CENTER OF THE PHIL.
NORTHGATE CYBERPARK
FILINVEST , ALABANG

TEAM LEADER( Assistant Manager for Operatios)
June 21,2004-2005)

Job description:

• Strive for team consensus and win-win agreements
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Coordinate with internal and external customers as necessary
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
• Assure that the team addresses all relevant issues within the specifications and various standards