Loreto L. Pelaez

4950 Anahaw Street                                                                       0949 995 1039 / 0945 773 8173                                                                         Ninabel Subd, Dau                                                                                        0918 626 5552

Mabalacat City Pampanga                                                                            [email protected]                                                                                                                          [email protected]

Associate Manager

21+ Years Leadership Experience in Business Process Outsourcing

Aggressive leadership professional: goal oriented and result focused. Progressive leadership experiences have created a passion of customer service while balancing the employee’s needs, company needs and stock holder’s needs. Derive genuine pleasure from transforming high-potential staff in outstanding leaders demonstrating versatility, flexibility and creativity critical to the BPO operation success.

Core professional competencies include:

BPO type management
Coaching for success
Line forecasting
Action Plan Development
Customer Relation and Satisfaction
Performance, Productivity and Data Analysis
Project planning and development
Windows Application
Technical Knowledge

Relevant Experience

Sutherland Global Services

Tarlac City

Associate Manager (October 4, 2010 to June 15, 2019)

Oversees day to day operations and performance of three Norton Services line of business, Frontline which handle product concern, Delivery which handle virus removal and Elite team which do research, product improvement and technical write up.

Key Achievements;

Consistent above the goal performance
On target productivity (AHT, Abandon, Service Level and attendance)
Timely detection of possible threat spike
Established successful and strong client relationship
October 4, 2010

AVG – Launch three line of business (LOB) namely AVG CTS (Complementary Technical Support) and AVG ETS UK (Entitled Technical Support for UK customer) and Tier 2 technical support. CTS is a technical support that cater to AVG customer who’s using free software while ETS provide technical support for paid AVG users.

Stream/eTelecare Global Solutions Inc.                                                               CSEZ, Angeles City

Team Leader (Supervisor) / Trainer (2007 – September 30, 2010)

Lead two queues to success namely Tech Voice a phone base technical support and Sales and Member Satisfaction (SMS) all under AOL Client. Tech Voice provides technical support for AOL features like composing and sending email, address book usage, Creating Buddy List, Sending IM, AOL Settings, Connectivity and Browsing. While Sales and Member Satisfaction provides billing inquiries, change payment method, password change, online activities/charges, cancellation request and sign up.

Key Achievements:

Drive a 20% increase in Member Satisfaction Index
Maintain an average of 7 min Handle rate in SMS and 12 min Handle rate in Tech Voice
Pushed the Conversion rate to 20%
Achieved a consistent 100% Line Adherence and Productivity
Work Description and Job Responsibility:

Teach, Plans, Schedule and Supervise a group of technical consultants by understanding, interpreting and leading the team ‘s strategy and operating objectives and administering the department’s business strategy at a team level.
Identify struggling technical consultant and develop teaching material to help improve its performance.
Provide technical training to ensure that the team has an up-to-date knowledge on the latest upgrade of the client software.
Prepare performance evaluation to monitor the progress of the consultant.
Serve as an escalation point for resolving conflicts with customers.
Responsible for the productivity of the team and ensures that performance is in line with expectations. This includes monitoring, coaching and counseling Consultants, identifying additional skills, training and experience needed.
Ensures high team morale balanced with meeting and exceeding performance standard.
Address and resolve issues within the team.
Provide suggestion to improve the process of the company.

AOL Member Services Philippines Inc.                                            CSEZ, Angeles City

Subsidiary of America Online

Technical Support Supervisor / Trainer (July 16,1998 to September 30, 2010)

Initially train and lead Techmail queue, a technical support email base of America Online where we answer technical question via email from connectivity, Installation and all AOL features. Unlike phone support in techmail we profile the member based on their problem statement in the email then provide the most appropriate response. Because of our success, TechChat was introduced and I spearhead the consultant screening, tool implementation and training. TechChat is a technical support that provides technical assistance to all AOL members via chat room. TechChat then populated 90% of the work force. I’ve also handled Community Action Team (CAT). CAT is a queue that implements AOL Terms of Service (TOS), we process reported violation from member, monitor adult and kids chatroom and review picture uploaded by member through AOL Profile.

Key Achievements:

·         Successfully launched new queue which generate 1, 000 consultant

·         Numerous recipients of Coach of the month award

·         100% X of X award

·         Developed high potential staff to outstanding leader

Work Description and Job Responsibility:

Teach, Plans, Schedule and Supervise a group of technical consultants by understanding, interpreting and leading the team ‘s strategy and operating objectives and administering the department’s business strategy at a team level.
Identify struggling technical consultant and develop teaching material to help improve its performance.
Provide technical training to ensure that the team has an up-to-date knowledge on the latest upgrade of the client software.
Prepare performance evaluation to monitor the progress of the consultant.
Serve as an escalation point for resolving conflicts with customers.
Responsible for the productivity of the team and ensures that performance is in line with expectations. This includes monitoring, coaching and counseling Consultants, identifying additional skills, training and experience needed.
Ensures high team morale balanced with meeting and exceeding performance standard.
Address and resolve issues within the team.
Provide suggestion to improve the process of the company.
 

Saint Anthony College of Technology                                                       Mabalacat, Pampanga

Computer Instructor (1996 – 1997)

Teach computer programming language such as Foxpro, Turbo C++ and other Microsoft application for one semester before engaging into call center career.

Systems Plus Computer College                                                    Balibago, Angeles City

Computer Instructor (1994 – 1996)

Teach computer education and programming language to secondary education.

Key Achievements:

Developed innovative computer curriculum for high school students
Organized laboratory time and class room instruction
Identify Student individualism and developed curriculum to accommodate different learning skills and styles, maximizing student comprehension.
 

Education/Development

Systems Plus Computer College – Balibago, Angeles City

BS in Computer Science

Leading the AOL Way Certified

Leading the eTelecare Way Certified

Language Training Certified

Seven Habits of Highly Effective People, Stephen Covey

Eight Habits of Highly Effective People, Stephen Covey