Position:  AVP For System and System Compliance
Support:  Retail/Wholesale Business
Company:  Gadgets In Style Trading Corporation
Address:  Unit 412 Cedar Executive Bldg, 26 Timog Ave Corner Scout Tobias Street, Quezon City, NCR
Length of Service:  October 1, 2015 – May 4, 2016

–        Provide conclusive reports by formulating dashboards and data for analysis
–        Ensuring data quality provided by the system are up to date
–        Liaise with all involved internal and external stakeholders in managing the system’s policy and procedures making sure that it is all met complied with accurately and efficiently
–        Create collective reporting for each department in making sound decisions for purchasing and sales control
–        Provide quality data analysis to ensure business growth
–        Deliver transactional and support services to all users of different departments of the company
–        Manage all creation of entities and users to safe guard the system integrity
–        Ensures all processes and procedures are up to date
–        Work closely with purchasing department, retail stores, accounting department and finance department
–        Ensure all training material are updated in conjunction with the new releases of the system update

Position:  Director For Operations
Support:  Retail/Wholesale Business
Company:  Gadgets In Style Trading Corporation
Address:  Unit 412 Cedar Executive Bldg, 26 Timog Ave Corner Scout Tobias Street, Quezon City, NCR
Length of Service:  April 1, 2015 – October 1, 2015

–        Overall operational responsibility for production capability including operations management
–        Drive accountability to ensure that company goals and objective are met / exceeded
–        Consistency of Policy and/or Operational execution of process and procedures
–        Ensure that all Managers are meeting objectives through coaching for continuous improvement. Coach, develop, and mentor, for overall optimal performance
–        Employee Management – ensure optimal human performance. (i.e. coaching, discipline, info sessions, promote ability to seek out talent)
–        Leadership – have the “buy in” to the vision of the company. Work together as a cohesive team to obtain these objectives
–        Communication of Business Direction, issues, and vision/mission that promote continuous improvement initiatives that impact our business model
–        Identify and address site-specific communication – next steps, process improvement, and campaign improvement, consistent communication in a timely manner- orally/written
–        Liaison with Account Management team to ensure that operationally we are able to meet the client needs
–        Closely communicate with all suppliers to ensure continuity of business

Position:  Assistant Manager for Provider & Intake calls
Support:  Voice/Inbound & Outbound
Company:  United Health Group
Address:  UHG Science Hub Tower 1, Campus Avenue corner Turin Street, McKinley Hill Cyberpark, Fort Bonifacio, Taguig City
Length of Service:  August 2013 – February 24, 2015

Job Description:
– Determines and provide root cause analysis on defects and escalations caused by behavior as well as transactional issues
– Team management for company performance and compliance
– Team audit for service excellence
– Conducts weekly business review with subordinates in achieving goals set forth by the clients
– Manages annual attrition for headcount requirement expectation
– Maintains 98% customer satisfaction rating
– Manages 390 secs average handling time for multiple concern calls on Benefit, Claims and Notification calls
– Provide Behavioral Analytics pertaining to different behaviors of the caller as oppose to the behavior of the agent to meet excellent customer satisfaction
– Handles diverse escalation issues such as claim denial due to coordination of benefits, claim denial based on benefit misquotes by agents, claims reprocessing on special circumstances that is beyond agent’s scope of work etc.
– Departmental communication with other segments for proper claim resolution
– Onshore interaction for training and updates

Position:  Game Manager, Zynga Farmville 2, Bingo, Slingo, Ruby Blast, Empires & Allies, Yoville
Support:  Email / Chat support Queue
Company:  Telus International Philippines
Address:  5th F Market Market, Taguig, Philippines
Length of Service:  May 2011 – March 2013

Job Description:
–  managed 5 Team Captains & 5 Resolution Specialists  for email / chat support in game play and technical issues of the customers, not limited to escalation emails from gamers.
– managed 6 games (Farmville 2, Bingo, Slingo, Ruby Blast, Empires & Allies, Yoville) and maintained NPS goal at 65%.
–  analysis and reporting of NPS (Net Promoter Score)  driven metric as well as game volume drivers during WBR.
–  maintains productivity level at 11 emails per hour.
–  maintains 1.60 chat concurrency for efficiency.
–  delivers and maintain a Net Promoter Score of 75% in view to the MOT (Moment Of Truth).
–  collaborates communication with other sites specifically Guatemala & El Salvador.
–  manages Headcount requirement per game / per game bundle.
–  determines training needs for game bundle requirement for efficient queue handling.

Position:  Senior Team Captain, Dell Employee Purchase Program
Support:  DELL EPP Returning Queue (CBQ-Call Back Queue)
Company:  Telus International Philippines
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  August 2010 – February 2011

Job Description:
–  manages 15 agents for support in answering customer concerns, escalations & outbound lead acquisitions not limited to order management on specialized quotes creation.
–  analyze sales trending for repeat customers.
–  maintains appropriate outbound minutes as well as close rate and other financial metric for inbound calls.
–  implementation of improvement metrics such as success rate, contact rate &  productivity.

Special Tasks Formulated:

–  created the process for combined metric both inbound and outbound calls in view of determining the productivity of each CBQ agent that led to acquisition of additional 10% increase on floor output roughly around $30,000 additional revenue for Dell every week
–  created CBQ trackers for daily numbers and future case study trending that gave us good CE on the outcome
– introduced reporting method designed for CBQ financial contributions in creating transparency for both Telus and Dell

Position:  Senior Team Captain, Dell Dream Team (System Sales Account)
Company:  Telus International Philippines
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  December 2009 – July 2010

Job Description:
–  manages 15 agents for ensuring sales metric are at goal
–  analyze sales strategy for consumer approach
–  implementation of company policy based on metric and sub-metric level
–  weekly, monthly & quarterly business review with client and immediate manager for improving financial metric of  the team and the account
–  mind conditioning of agents to achieve their goals in view of incentive and recognitions

Special Task:
–  enhanced the call tracker of the whole account for the purpose of up to date financial updates requested by clients in real time approach

Position:  Senior Team Captain, Telus Dial Up-ADSL  Assure (Technical Support)
Company:  Telus International Philippines
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  December 2007 – December 2009
Certification:      Six Sigma Yellow Belt Certified

Job Description:
–  directly manages the Customer Interaction Agents including individual performance.
–  directly represents the Team performance to the Operation Manager during regular meetings and Business Reviews.
–  analysis of business trends based on customers’ surveys  and customers’ needs.
–  implementation of improvements on metrics, agents processes, and their individual effectiveness on the given goal.
–  ensure team morale and retention.
–  meet and exceed scorecard goals given by the clients.
–  enforce initiative incorporated by the quality in enhancing performance.
–  delegate duties and responsibilities and scope of authorities to Customer Interaction Agents.
–  providing training enhancements on communication skills as well as technical skills.
–  provide action plans on challenged Key Point Indicators (KPIs’).
–  coordinate staff activities to ensure the effectiveness of the task at hand.

Special Task:
–  One of the team lead that enhanced the score card for the agents by determining the right AHT grid of a multi-queue account

Position:  Team Captain, Dell CTS  (Technical Support)
Company:  Telus International Philippines
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  September 2007 – November 2007

Job Description:
–  analysis of CSAT trends to meet the client’s need.
–  responsible in managing the daily operations of the business unit;
–  directly represents the Team performance to the Operation Manager during regular meetings and Business Reviews.
– responsible in evaluating and driving the individual performances of all Customer Interaction Associates within the team.

Position:  Team Captain, Dell Super Queue (Sales Account)
Company:  Ambergris Solutions, Inc.
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  June 2007 – September 2007

Job Description:
– drove and monitored performance and development of Sales Associates; conducting weekly business reviews with them to ensure career goals are aligned with company and Client objective;
– supervised the functions of Sales Coaches; drove and monitored their individual and group performances; conducts monthly business reviews with them

Position:  Quality Assurance Analyst
Company:  Ambergris Solutions Inc. (Dell Super Queue)
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  March 2006 – June 2007

Job Description:
– Monitors and Audits calls made by the Sales Representatives against internal quality guidelines, standards, policies, and procedures to deliver accurate and quality information to Operations, Training, and to respective Clients.  I ensure the quality-monitoring goals of the Company are being met.
– Calibrates with internal quality associates, external quality outsourcers, and Clients under the same account.  I monitor calls that are randomly selected per calibration meeting to ensure that policies are regularized and adhered to.  Subsequently standardizes quality guidelines which are being distributed to Operations and Training.
– Gathers data and highlights customer satisfaction survey CSAT results that the Sales Representatives should be 100% compliant to.  Provides support to Operations by conducting retraining and quality orientations

Position:  Sales Mentor
Company:  Ambergris Solutions Inc. (Dell Super Queue)
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  April 2005 – March 2006

AWARDS:

Top agent for the Month of June 2005
Best in TMU for the Month of June 2005
Best in Close Rate for the Month of June 2005
Best in Service for the Month of June 2005
Top Agent Quarter to Date

Position:  Inbound Marketing Agent
Company:  Ambergris Solutions Inc. (MCI ACCOUNT)
Address:  31/F Discovery Centre, 25 ADB Ave., Ortigas Center, Pasig City, Philippines
Length of Service:  February 2004 – April 2005

Position:  Branch Manager
Company:  Pip-Ton Electrical Shop
Address:  278 General Kalentong St., Mandaluyong City
Length of Service:  December 2001 – January 2004

Job Description:
–  responsible for hiring and firing of employees.
–  responsible for income profitability of the business.
–  liaison officer for collections an billing

Position:  Area Sales Director
Company:  Pioneer 29 Realty Corporation
Address:  3rd Floor, Floor, Bonaventure Bldg, Greenhills, SanJuan
Length of Service:  December 1999 – June 2001

Job Description:
– responsible for periodic evaluation and improvement of sales quota.
– responsible in  driving the training needs for branch managers, unit managers and investment consultants.
– responsible for day to day sales operation and investors fleet account relations

Position:  Branch Manager
Company:  Fil-Estate Sales, Inc.
Address:  20th Floor, West Tower, PSE Bldg., Ortigas Center, Pasig
Length of Service:  March 1998 – December 1999

Job Description:
– responsible for training unit managers and sales representative.
– ensuring sales target is met on a monthly basis.

AWARD:  3rd Top Branch Manager for the month of October 1999 company wide (option and paid-up sales)

SEMINARS ATTENDED:

–        Optimist Club of the Philippines
o   Green Valley Country Club (1996)
–        Bob Garon Consultancy Seminar (Upward Bound)
o   Batangas City (1996)
–        Tom Hopkins Sales Seminar
o   Manila Hotel (1996)
–        Fil-Estate Network, Inc. Seminar for Unit Manager Position
o   3rd Floor, Tower D Renaissance Center (1995)