Requests
5
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Work Background
TaskUsOperations Manager
Oct. 2024Quezon City, National Capital Region, Philippines
ConcentrixOperations Manager
Aug. 2019 - Jul. 2024Bridge Towne- Manage operation if different LOBs , overseas client relations to ensure good working and productive metrics. Manage client and companies financials and incentive budget make sure that all are accounted for.
- Directed performance management process, conducted routine business reviews to uphold operational excellence, achieve key achieve key performance indicators, and faster continuous improvement.
- Drive customer satisfaction and retention thru pro-active engagement and personalized support strategies
- Analyze customer feedback to identify trends and provide strategic recommendation for the account and client to help improve customer experience.
- Monitor and review financials to be able to hit the target GM for the month.
ConcentrixDeputy Manager
Sep. 2016 - Aug. 2019Bridge TowneManage the day to day operation of the account. Focus more on improving site performance and managing 15 team leaders for my LOB. Spear headed the multiple projects and process improvement that was presented to the client and most of them was approved and was rolled out to the whole company. I was sent to Sao Paulo Brazil for 5 weeks to launch our chat program for our Portuguese counterpart.
[24]7Team Lead
Jan. 2016 - Sep. 2016Manage a team. Develop agents to be able to meet their monthly goals and targets.
Robinsons Land CorporationSenior Account Manager
Feb. 2015 - Dec. 2015Ground Floor Robinsons Galeria Ortigas Center PasigMeet quaterly quota. Find possible clients that are looking for investment for their future needs.
ConvergysShift Manager
Aug. 2011 - Feb. 2015Shaw Blvd Mandaluyong City• Assigned to generate Quality Red Alerts for Desktop LOB on a daily basis.
• Create an RCA for Executive escalation coming from the client.
• Manage 6 Team Leaders and an LOB consist of 103 agents.
• Conduct weekly coaching session with Team Leaders
• Attend Concall for staffing issues and make decision if there will be need for another new hire class or not.
• Provide budget proposal for program incentive on a monthly basis.
• Attend Weekly Client call for Business Review.
Dell Vista SMEDell Vista SME
May. 2007 - Jun. 2007conduct weekly calibration with other SME from other vendors. Discuss issues and possbile work around
TELUS International PhilippinesResolution Specialist
Apr. 2006 - Jun. 2007Manages dispatches and provide immediate resolution on level 1 tech support associate. Coach and creates action plan in increasing resolve rate and FCR.
Dell Tech SupportTechnical Support
Apr. 2006 - May. 2007
TELUS International PhilippinesTeam Leader
Oct. 2005 - Aug. 2011Cubao Quezon CityEnsure that agents are coached on their opportunities.
GlobetelecomGT Plaza, Mandaluyong CityAdmin Assistant
Jun. 2005 - Oct. 2005
Universe Internet CafeCyber Assistant
May. 2003 - Jun. 2005Mar 2003
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