Head of Operations
Teletech
Total des années d'expérience :18 years, 4 Mois
Service Delivery Head (2011 - Present)
-US Domestic Airline Reservations and e-Commerce Fraud Prevention
• Handled multiple client base for a shared services group
• Maintained less than 3% annual attrition
• Shrinkage stayed below threshold of 6% while at maximum productivity
• Met ROI of 460% on the first year of Operations and consistently played around 300% - 400% ROI against OPEX
• Hit 0.08% Chargeback rate against industry standard of 0.9%
• Saved client US$4.2M from potential fraud losses over the span of 6 Years
-Leading US Online Cosmetics Subscription Box | E-Commerce and Marketing
• Maintained less than 3% annual attrition
• Shrinkage stayed below threshold of 5% and consistently billed an annual average of over 97%
• Is key to company’s success in increasing subscriber base to 3500% in the span of 2 years (from 20, 000 to over 800, 000)
• Garnered a high level of customer delight by being awarded an employee ramp of 300% from the original size
• Shared a great level of client relationship resulting in positive exposure of the team in social media platforms
• Garnered Best in Customer Service Award for Subscription Boxes in 2018, Denver Colorado Subscription Summit
• Collaborated with the Workforce Management team to evaluate variances and deliver 99% utilization of resources
HR Business Partner (2010 - 2012)
• Planning, implementation and post-activity evaluation of HR driven activities
o Revised and improved New Hire Orientation presentation and facilitation
o Drove the proactive utilization of intranet-based self-paced learning program for a more improved employee career progression
o Increased hype on all HR activities and company events which drastically increased the numbers of participants
o Promoted corporate social responsibility initiatives
o Ensured 100% attendance of employee engagement staff in all internal events and activities as a “lead by example” initiative
• Executes administrative processes on discipline and other Key HR processes
o Decreased HR violation tickets by 65% as a result of proactive policy management and spot audits
o Conducted Time & Motion studies for middle management to ensure 95% utilization
• Actively participate in employee FGD sessions, counseling and conflict management
o Maintained attrition rate of below 3% monthly average per Fiscal Year
o Keeps management apprised of Agent morale and satisfaction levels and escalates issues affecting Agent morale and satisfaction to management
• Communicate internal updates, announcements and processes across all departments and levels
o Act as Editor in chief of the company newsletter
o Designed PR material for company events such as Inaugurations, Corporate Social Responsibility Activities, etc.
o Designed and published adverts for internal events and activities such as Galas, Annual Performance Awards, Parties, etc. via several mediums such as LCD displays, email blasts and posters
o Initiated the usage of Social Media accounts for disseminating announcements such as job vacancies and company events to promote the company Brand
o Rolled out and trained key department leaders on the usage of intranet-based application for incident reporting, facilities booking and scheduling of learning sessions
Operations Supervisor (2009 - 2010)
-Online Financial Account
• Worked closely with customer service specialists to ensure high quality service is being provided to US based customers
• Provide continuous learning through refresher training and coaching as needed
• Measure team performance using set benchmarks for call quality, Net Promoter Score and productivity
• Educate the team on regular product changes and updates
• Suggest strategies in the improvement of overall team performance by creating SWOT analysis per individual staff
• Responsible for assessing, coordinating, developing and promoting constant improvement projects designed to recognize issues, perform RCA and reduce/eliminate service failures
• Supports, communicates and implements business goals, production and quality/compliance standards, processes and procedures and policies
Feb 2009 - July 2009
VOICE CALLS INC.
Quezon City, PHILS.
Asst. Operations Manager / Business Developer
• Oversees the conduct of the whole operations in order to ensure that all
divisions are in synergy and alignment.
• Deals with cost analysis, contract negotiations and other cost issues that pertain to the operations in general.
• Manages and design quality and productivity programs for the division in order to build awareness among its team members under the light of continuous
improvement.
• Takes account for a systematic, standardized, and updated process across all
divisions.
• Ensures effective implementation of all programs under the end-to-end
requirement of the client.
• Outsources Campaigns to external BPO bodies.
Trainer / Assessor - Customer Services
-TESDA ACCREDITED TRAINER / ASSESSOR
-NATIONAL CERTIFICATE HOLDER FOR BPO TRAINING AND FACILITATION
- Prepares and consolidates Contact Center Training and Assessment regulations
- Delivers Accent and Communication based training, remediation, and continuous learning modules including action plan follow-ups
- Develops training modules and facilitators guide
- Conducts placement procedures for trainees and graduates
- Complies with BPAP (Business Process Assoc. of the Philippines) requirements and generate enrollment, terminal and employment report of course scholars
- Acts as the mediating officer between the Government body and the Business Process Association for funding, costing, and academic matters related to the program.
Jan 2006 - Nov 2006
TeleTech Customer Management Cainta Rizal, PHILS.
Sr. TSR turned Product Trainer for AT&T Yahoo USA
• Conducts assessment for transition pool
• Trains new hires for campaign specifics
• Generates SWOT reports for planning purposes
• Issues corrective action memos for failure to follow company policies and procedures
• Coaches existing employees with current updates and client notifications
Jan 2004 - Nov 2004
WEST Contact Services Makati City, PHILS.
CSR turned Team Lead for Earthlink ISP
• Provides and document performance feedback through side-by-side coaching
• Appropriately addresses human resources issues by escalating to their
supervisor
• Supports and communicates business goals, production and quality/compliance
standards, processes and procedures and policies
• Assists in attaining the Program objectives by assisting with "Floor Management
Duty"
• Keeps management apprised of Agent morale and satisfaction levels and escalates issues affecting Agent morale and satisfaction to management
• Provides leadership based on integrity, accountability and mutual respect
• Performs other duties and responsibilities as assigned
Jan 2003 - Oct 2003
PeopleSupport Inc.
Makati City, PHILS.
eRepresentative for Expedia Travel
• Inbound customer service
• Travel bookings
• Hotel reservations
• Customer care desk
0701 - 1002 EXPERT IT Education Center Marikina City, PHILS. Vocational - Diploma in Computer & Internet Programming
0798 - 0301 Phil. School of Business Administration Quezon City, PHILS. Undergraduate - Management Information Systems
0794 - 0398 Roosevelt College Cainta Rizal, PHILS.
Senior High
0789 - 0394 International Phil. School in Jeddah Jeddah, KSA Elementary Studies
0786 - 0389 Maryknoll College (now Miriam College) Quezon City, Phils. Preparatory and Primary Studies