Consolei Velayo
Unit 614 Studio Two Condominium, Dotcom Drive Northgate Cyberzone, Alabang Muntinlupa 1780
T: 09951615370 E: [email protected]

Career Objective

As an accomplished manager with nearly 5 years of experience overseeing daily operations, process improvements and sophisticated data analysis to achieve customer service excellence in high-volume call centers, I posses a wide range of knowledge and talents that will allow me to contribute toward the success of your company.
My expertise lies in successfully enhancing customer response strategies, innovating new processes, and managing overall customer service functionality to maximize loyalty (NPS), productivity, and growth to surpass expectations.

Experience

Unit Manager (Capital One – COPSSC) Oct 2013 – June 2018
Responsible for coaching and mentoring 15-17 associates taking inbound and outbound calls in a customer service environment, Capital One bank in America.
Coach and mentor high performing associates to be part of an elite peer to peer coaching group. Was able to convert 12 associates in one year to be part of the Wow Warrior Coaching Group, who specializes in peer to peer coaching.
Performs work stream assignments that are both Site Wide and Line of Business initiatives.
Lead Unit Manager for Everyday Hero – Leading the line of business to have a call nomination quarterly for Site Director Call listening of the best of the best calls in the LOB.
Lead Unit Manager for Capital One Mission Ambassador Program – Leading the line of business in creating an environment for each associate to live the Mission and Values of Capital One through engagement activities monthly.
Lead Unit Manager for Development Advocacy – Divided Engagement into two pillars that is Fun and Development. Created engagement activities to sustain a fun working environment and focused on high performing associates to create a sustainable growth and development platform in the line of business.
Applications Representative (HSBC-HDPP) Jan 2011- Sept 2013
Back office environment responsible for approving credit card application based on Lending and bank criteria. Calculate income for credit card applications based on financial documents submitted by customers. Also contacts customer to request documents needed for credit card application.
Collections Representative (HSBC-HDPP) April 2006 – Dec 2010
Contacts delinquent and/or over limit accounts through telephone, obtains late payments and over limit payments in a call center driven environment.

Education

Philippine Science and Technology College SY 2004 – 2006
Computer Technology & Networking

Rewards and Recognition

Three time ROLE Awardee (Recognizing Outstanding Leadership and Engagement)
Highest Achievement given to two Unit Managers and up who displayed remarkable leadership and engagement per quarter in their respective Line of Business
Q4 2015, Q1 2016 and Q3 2017
Alabang Applause
Highest Achievement given to a Line of Business for breaking a record for KPI results
Q2 2017

Trainings and Certification

7 Habits of Highly Effective People
5 Choices to Extraordinary Productivity
4 Disciplines of Execution
Coaching Conversations
Handling Difficult Conversations
Critical Thinking
Communicating with Impact
Business Presence
Behavioral Interview
Microsoft Office Tools

References:

Philander Cayabyab 09175154963
Patrick Salazar 09175586355
Jonathan Escudero 09662783970
Joan Eria 09175718734