Aya Miraato - Recruitment Manager, PSG Global Solutions

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Network Power<100 people

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🧑‍💼100%

C-level Executive

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Work Background

PSG Global SolutionsSection Manager

May. 2022National Capital Region, Philippines• Develops and communicates the vision and expectation levels to unit members • Coaches and retains qualified leaders, front-liners, and support staff that will contribute to the business unit and company goals • Integrates different team functions and ensures high performance through feedback, training, and development • Drives the profit & loss of client portfolio ensuring it meets company targets

PSG Global SolutionsSenior Team Manager

Nov. 2016 - Jun. 2022NCR - National Capital Region, Philippines• Managed performance and daily operations of a team of recruiters, and directs them to meet/exceed goals defined with clients • Developed and manages tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager • Ensured successful implementation, continual operation and success of accounts, by collaborating with different work groups • Built recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client • Assisted client managers in maintaining positive client relationships • Other duties included employee development, reports generation and analysis

TeleperformanceTeam Lead

Feb. 2010 - Nov. 2016NCR - National Capital Region, Philippines• Served as a mentor and coach to SMEs and acted as first point of escalation for client-specific issues. Served as back-up point of escalation when SMEs are not available • Maintained high level of proficiency with regard to client services, policies and site. Ensured timely, accurate and consistent delivery of updates to the SMEs. Disseminated client-specific information. Provided clarifications and guidelines to enhance SMEs understanding and competence relative to client-specific information and handling difference customer transactions • Supervised all agents within the team and monitored their performance on the floor, productivity competence and quality standards • Provided weekly specific performance feedback • Worked with the agents to achieve development objectives and performance targets • Conducted performance appraisals for team members • Worked with the QA Team Lead or QA Analyst to ensure effective implementation of the QA process. Delivered timely feedback. Identified QA issues and worked with Operations Manager or Director to develop action plan and implement action plan • Coordinated with Training on training-related issues • Worked with Workforce Management on concerns related to scheduling and attendance • Developed complete understanding of client’s business model, policies and procedures as they relate to our LOB • Ensured that agents gain and maintain competence on client’s site, back-end tools and support systems • Supported the Team Manager in providing leadership, guidance, and support to SMEs to ensure the creation of positive, work atmosphere and team spirit. Addressed agent needs and concerns, performance and motivation issues, and conflicts • Assumed responsibility and accountability for the team in the absence of Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery • Interacted with the external clients and management, in the absence of the Team Manager

Aegis PeopleSupport Philippines Inc.Subject Matter Expert

Aug. 2008 - Jan. 2010NCR - National Capital Region, Philippines• Took escalated calls and resolved customer and agent issues on a higher level • Ensured that escalated, complex customer queries are appropriately addressed • Provided comprehensive and quality customer care at all times • Used all available tools to research for resolutions for customer issues • Communicated effectively and efficiently with internal and external customers • Ensured validity and confidentially of client/customer information • Improved quality standards at all time • Provided standards for various levels of productivity to meet performance goals • Efficiently resolved problems and resolved customer arising from agent error/oversight • Assisted eReps for proper escalation/closure of calls and problem solving • Learned client website, policies, procedures and back-end systems that may be used for e-mail, product awareness, and other related areas • Be constantly updated with rules and regulations that had direct impact to client/customers • Identified relevant data and coordinated with Training Department

Peoplesupport IncExecutive, Operations

Aug. 2007 - Aug. 2008NCR - National Capital Region, Philippines• Provided travel service information to customers in the US, Canada, Europe • Processed airline ticket changes and cancellations via native GDS • Handled hotel and package reservation inquiries and modification requests • Resolved travel issues that came up pre, during and post travel • Escalated relevant concerns to Team Lead, Training and QA team