Profile Summary

Proficient in organizing, planning, and decision-making. Team-player, trust-worthy, and can work with minimum supervision. Highly efficient in verbal and written business communication. Passionate in promoting employee achievement and satisfaction. Function with integrity, detail oriented, goal-driven, able to multitask, self sufficient, and adequate in completing administrative responsibilities.

Strategic Competencies

· Managing daily performance ensuring high levels of goal attainment and quality of service

· Motivate and generate enthusiasm among employees

· Coordinate and collaborate with management to address issues which affect center operations

· Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics

· Drive improvements in overall service levels, transactions, efficiency, and cost management

· Mediate, respond to, and resolve highly sensitive customer/client issues

· Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication, and on-going relationship

· Establish clear roles, directions, responsibilities, and performance requirements for center management team

· Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers

· Perform cost-benefit analysis and identify cost and savings opportunities

· Maintain and manage to program budgets, seat allocation management, staffing, and scheduling through projected forecast

· Research and analyze root-cause problems, identifying trends and recurring problems, formulate proposal, implementation and follow-through using 5 why’s technique

· Demonstrate ability to lead, coach, and develop effective teams

· Goal-setting by defining and prioritizing specific driving objectives

· Establish creative reward and recognition to enhance team performance

· Foster motivational career advancement to develop potential skills through immersion

· Execute monthly team building activities and focus group discussion to disseminate company general updates and to address employee concerns

Key Skills

· People and time management

· Tactical planning and coordination

· Service quality management

· People and conflict resolution

· Process improvement and development

· Customer service skills

· Computer operations and applications skill

Experience Insurance Advisor Oct 2015 – Dec 2016

Sun Life of Canada (Philippines), Inc.

2/F Plaza de Luisa Commercial Complex

Ramon Magsaysay Ave., Davao City 8000 Philippines

Contact: (063-82) 221-0072, (063-82) 227-7514

Job Description

· Client prospecting through individual financial advising and/or symposium

· Create policy proposal tailored to client profile

· Meet client for proposal modification before finality of insurance policy

Census Area Supervisor Aug 3, 2015 – Sept 4, 2015

Philippine Statistics Authority

828 Commercial Building, Mabini St.,

City of Mati, Davao Oriental, 8200 Philippines

Contact: (063-87) 388-3215

Job Description

· Co-trainer for population survey as administered by the Philippine Statistics Authority provincial region office

· Field supervision of 2015 population survey for 9 barangays for a period of 30 days

· Data report and analysis for turn-over of assessment

Program Supervisor April 2008– May 2015

Sutherland Global Services, Inc.

Dona Luisa Bldg., Corner Quirino St., Emilio Jacinto Ext,  Poblacion District, Davao City, 8000 Davao del Sur

Philippines

Contact: (063-82) 324 1931

Job Description

· Leadership awardee

· Control and manage project business operation

· Authority on approval of operations requests from team leaders and subject matter experts

· Monitor quality of service delivery based on client agreement

· Present report analysis and passionate in problem solving

· Have the sense of accountability and setting of priorities

· Coordinate with client check and balance updates

· Optimize employee performance to gain greater result

· Develop proposals for revenue advancement

· Construct recommendations for call process improvement and implementation

· Coordinate and contribute for initial hiring and selection process of front liners

· Consolidate requests for operations requirement including supplies procurement

· Training endorsement to strengthen product knowledge

· Work closely with team leaders  and subject matter experts to ensure deliverables are met

· Organize team building, rewards, and recognition

· Knowledgeable in Technical Support (Networking and Security); Voice support

· Well versed in customer service(e-Commerce, Sales, Billing, and Back-office); Voice and Non-voice support

Team Captain – Product Support May 2005–March 2008

Concentrix, A Synnex Corporation

Damosa IT Park, Building 2, J.P. Laurel Avenue, Lanang,

Davao City 8000 Philippines

Contact: (063-82) 235 5000

Job Description

· Team performance improvement management

· Service quality monitoring

· Manage day-to-day planning, operation, and problem solving of team of agents to ensure service level standards and agreements are consistently met

· Design performance enhancement plan and appraisals

· Ensure team schedule adherence and productivity

· Compile reports and improvement of individual agent performance including corrective action plan

· Call monitoring, feedback, and coaching

· Facilitate group discussion to address employee concerns and disseminate company/process updates

· Take customer escalations

Technical Support Associate May 2003-March 2004

Concentrix, A Synnex Corporation

5F Technoplaza One Building, Orchard Rd., Brgy. Bagumbayan,

Eastwood City, Libis, Quezon City Philippines

Contact: (063-02) 423 8700

Job Description

· Conform to key performance metric in accord to daily calls and sales target

· Receive inbound and process outbound calls

· Provide resolution through troubleshooting before endorsing/concluding a defective device

· Ensure that correct answers are provided to customer technical and after sales inquiries

· Accurately capture customer information and able to navigate with the aid of computer based operation applications