Assistant Manager for Operations January 14, 2016 to Current

WNS Global Services Phil. Inc.

Evaluates, provides, provides feedback, mentors and motivates employee to ensure that client’s quality goal and sales quota are met.
Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement.
Delivers performance reviews of team members, take full responsibility and the require action on disciplinary procedures, completes and files all necessary HR documentation.
Manages the “ACEYUS” to ensure 100% performance and not to fail staffing requirements per interval.
Developing the competencies of Sales Associates, effectively leading and managing team to meet Sales conversion.

Operations Supervisor September 16, 2009 to November 20, 2010

Transcom World Wide Phils Inc.

Responsible for Assistant Team Leader development and support, and ensuring that they meet and exceed set targets through managing operational performance
Take full responsibility and the required action on disciplinary procedures.
Responsible for managing product, profitability, quality and effectiveness of the team.
Effectively leading and managing team to meet company objectives in all areas of employee, client, and shareholder satisfaction.
Developing the competencies of Customer Service Representatives.
Responsible for profit and growth of business area through employee performance management.

Operations Supervisor January 4, 2008 to August 10, 2009

TeleTech Customer Care Management Phils. Inc.

Developing the competencies of Customer Service Representatives
Recommend meaures to improve associates productivity, performance, and quality of work.
Train associates on new or revised information related to the services, products, or processes of the project/account.
Perform on-call customer service skills being coached, and take escalated calls from customer.
Responsible for effectively and professionally servicing customers as specified by client’s project and in accordance with the established policies and procedures.
Customer Service Representative October 15, 2006 to June 26, 2007

TeleTech Customer Care Management Phils. Inc.

Responsible for effectively and professionally servicing customer as specified by the client’s project and in accordance with the established policies and procedures.
Answer incoming calls promptly and in accordance with established call-handling procedures.
Provides concise, quality customer service in a professional and courteous manner for client projects