To deliver an outstanding service and experience at every single opportunity as a result of my commitment, passion and dedication to excellence.
Professional Qualifications:
• Excellent leadership and supervisory skills.
• Highly organized, able to prioritize assignments.
• Ensuring timely projects completion.
• Comprehensive understanding of Operational processes and challenges.
• Excellent software skills covering wide variety of applications for all operating system.
Professional Experience:
Assistant Contact Center Manager
Teleperformance Philippines (Pasay City)
June 2017 - Present
Job Description:
• Handles 2 different account (Modern Consumer Services and Microsoft XBOX)
• Responsible for 10 supervisors in leading action that will drive key performance metric.
• Audits Supervisors around process adherence to ensure consistency in both sup and agent development.
• Facilitates ELP and coaching daily around leadership development tactics.
Achievements:
• TOP ACCM year to date for Microsoft XBOX.
• TOP 1 Vendor for March, April and May for Modern Consumer Services.
• TOPS Leadership compliance award.
Operational Excellence Champion
Teleperformance Philippines (Cebu)
July 2018 – September 2018
Job Description: (Was sent to Amazon Cebu to help a failing account for the past 3 years)
• Responsible for sites overall performance.
• The role is expected to oversee daily operational activities through audits, shadows and assessments to effectively gauge operational compliance and quality.
• Handles day to day operational rigors and performance for all 3 LOB’s (Email, Chat and Phone)
• Identify gaps and challenges while creating process map and plans to arrest it.
• Audits CM, ACCM, Supervisors, SME and Agents for their daily responsibilities.
Achievements:
• Became the number 1 Site across all Sites in the Philippines for the past 2 months (August – September).
• Stellar improvement for site processes and TOPs execution.
Work Terms
Available as needed - Open to offers.
Languages - English: Fluent