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Work Background
ConvergysOperations Manager
Oct. 2010 - Feb. 2017Cebu City• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) • Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) • Create and maximize relationships with client partners • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements • Attend business reviews with the client • Handle a team of team leaders • Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s) • Is accountable for the performance and results of a team within own discipline or function
Stream Global ServicesTechnical Officer
Oct. 2007 - Sep. 2010Cebu City• Attends client meetings and discusses with client on performance, challenges, and priorities. Coordinates with client and other support groups to address challenges and improve performance • Manages a team of Dell Technical Support Level 2 representatives that provides technical support to Dell Technical Support representatives • Provides coaching and performance monitoring to Dell Technical Support Level 2 representatives • Reports to Client Manager and discusses site performance, opportunities for improvement, and action plans • Coordinates with Dell on technical updates and/or process improvements • Ensures that all agents and support have access to Dell tools; facilitates securing credentials of new hire; maintains outsource partner roster • Attends to various client requests such as tool testing, data requests, and pilot teams
eTelecare Global SolutionsTeam Lead
Feb. 2006 - Sep. 2007Cebu City• Manages a team of Dell Technical Support representatives that provides technical support for Dell’s US Corporate Business Group clients • Manages a team of Dell Technical Support representatives that provides technical support for Dell’s US Corporate Business Group clients • Provides coaching and performance monitoring to Dell Technical Support representatives • Provides real-time support to Dell Technical Support representatives • Accepts policy escalations from Dell Technical Support representatives • Identifies, analyzes, and executes initiatives to improve performance in accordance with Dell performance metrics
eTelecare Global SolutionsTechnical Support Representative
Sep. 2004 - Jan. 2006Cebu City
AMA UniversityInstructor
Jun. 2003 - Dec. 2003Iligan City
Mindanao State UniversityInstructor
Oct. 2002 - Mar. 2003Iligan City
Fil-Mosaic Data Systems Inc.Technology Specialist
Apr. 2002 - Sep. 2002Makati City
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