Consuelo Concepcion Elvas

• Oversee and ensure exceptional business performance and total customer experience across 2 lines of businesses in a performance driven environment with a total of 150-200 FTEs.
• Involved and responsible for overall strategy on delivering KPI targets as stipulated on client standards by setting clear goals, performance trends analysis, continuous root cause analysis, coaching and developing action plans, implementation and execution of action plans.
• Developed and maintained an effective development and performance management plan for Team leads, ensuring quality and quantity targets are met as defined by internal and external client needs.
• Liaised with stakeholders (Human Resources, Training, Quality, Workforce, Reporting and Client services) in addressing real time floor issues affecting the business, managing system and process improvement plans as well as employee engagement plans.
• Worked closely with Human Resources in hiring right-fit employees by conducting operations interview; communicating job expectations during Ops talk and being accountable with timely employee performance review and appraisals.
• Delivered results:
o Achieved top cluster performance for 4 consecutive quarters exceeding expectations on sales target, which resulted to opening a new LOB with high focus on customer satisfaction and sales.
o Ensured high employee satisfaction rate, and reduced absenteeism and attrition rates month over month.

• Tasked to drive Team performance on a daily basis by setting clear goals, monitoring, coaching and developing action plans, leading to performance improvement including schedule adherence & addressing employee relations issues.
• Worked with the Operations Manager in addressing real time floor issues affecting the team that needs the attention of the support groups.
• Handled escalated calls to ensure issue resolution and customer satisfaction.
• Trained agents and cascaded any client and program related updates or processes that are useful in driving issue resolution and customer satisfaction.

• Tasked to drive Team performance on a daily basis by setting clear goals, monitoring, coaching and developing action plans, leading to performance improvement including schedule adherence & addressing employee relations issues.
• Worked with the Shift Manager in addressing real time floor issues affecting the team that needs the attention of the support groups.
• Handled escalated calls to ensure issue resolution and customer satisfaction.
• Trained agents and cascaded any client and program related updates or processes that are useful in driving issue resolution and customer satisfaction.

• Monitoring, listening and evaluating agent’s phone calls according to defined rules, standards and processes.
• Coaching and Proactively providing feedback to the Supervisors regarding the agent’s call handling skills

• Technical sales and marketing for rapid test kits, laboratory equipment and laboratory fixtures/furniture.
• Answered technical inquires on rapid test kits or any inquiries related to the field of microbiology
• Detailing competitive quotations for the product (rapid test kits) for it to compete with the current market.