Requests
6
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Network Power<100 people
Roles
✨100%
Business Owner
🧑🔬100%
Engineer
🧨100%
Consulting
Geos
🇬🇧100%
United Kingdom
Work Background
J. Plazo Staffing Corp.CEO and President
Mar. 2019Philippines, Cebu CityStaffing and Recruitment company
MyOutDesk, Inc.Manager, Virtual Desk Operations
Sep. 2015 - Mar. 2019Manila, PhilippinesBusinesses include:
Property lead list building
Investor & banker list building Property research & comps reports
Lead follow-up, appointment setting, and calendar management
CRM software administration & support
Website & social media updates
Facilitates training on new hires for the client
IBM Global Process ServicesManager, Operations (Recruitment Process Outsource)
Mar. 2014 - Aug. 2015Eastwood City, Libis, Quezon CityManage program coordinators and a team lead who were responsible for managing the day-to-day operations of a Recruitment Process program
Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met. Provide leadership and management to coordinators; provide training and development
Coach and mentor Regularly conduct program team meetings.
ConvergysTeam Lead (Credit Card Collections Account)
Dec. 2009 - Mar. 2014Sta Rosa LagunaCluster POC for cycle 1 & 2 LOB – Jan 2013 - March 2014
Cluster POC for cycle 3 LOB – Aug 2012 – Dec 2012
Passed STL assessment Dec 2011 Work Description: Ensure calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance metrics.
Achieve, measure, report and communicate goal attainment for assigned team.
Ensure accurate and timely communication of issues to Manager Site Operations.
Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
Perform other duties as assigned including taking front line customer calls as required
SitelOperations/Training Manager (Customer Service, Billing & Sales)
Jul. 2006 - May. 2008Mandaluyong CityManaged first line supervisors who where responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues
Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met. Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or more clients.
Directs, manages and supervises all activities and resources related to the training and quality departments at the contact center. In addition to the interaction with direct reports, the Training and Quality Manager work closely with the Contact Center Manager/Director to ensure that all client and company goals/objectives are achieved.
ConvergysTeam Lead (Customer Service, Billing and Sales)
Aug. 2003 - Jul. 2006Ayala AvenueEnsure calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance metrics.
Achieve, measure, report and communicate goal attainment for assigned team.
Ensure accurate and timely communication of issues to Manager Site Operations.
Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
Perform other duties as assigned including taking front line customer calls as required
eTelecare Global SolutionsCustomer Care Representative ( Sales)
Mar. 2002 - Aug. 2003Quezon CityOutbound program(March 2002 -January 2003)
- responsible for making telemarketing calls for internet services
- business to business interaction for customers in the U.S. Inbound sales program (January 2003 - august 2003) - answers and responds to phone calls for customer support/inquiry for a retailer of satellite provider, customer retention and troubleshooting
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