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Work Background
FoundeverSenior Quality Manager
Nov. 2019Philippines
SitelProcess Improvement Program Manager
May. 2014 - Nov. 2019NCR - National Capital Region, PhilippinesProvide support for programs in meeting and sustaining client expected performance through the following: Data Analytics, Bridge Planning, Variation Based Management, Training Coaches and Manager on White and Yellow Belt Six Sigma. Identify and help improve processes through Lean and Six Sigma concepts and methods.
Harte Hanks Contact CenterQuality and Process Improvement Manager
Sep. 2011 - May. 2014NCR - National Capital Region, Philippines• Manage the Quality Team for one of the major programs in the center with the following:
o Ensure that the Quality Analysts and Technical Leads (Subject Matter Experts) are meeting the required productivity and quality of work output on a weekly basis.
o Oversees that Quality Calibration sessions internally and with the client are held and necessary updates are cascaded to the agent population.
o Provide guidance and supervision to Quality Officers in ensuring that weekly deliverables as met.
o Conduct on boarding for Quality for new supervisors and managers.
o Interface with the client and liaise with the training and operations teams in implementing changes in the quality guidelines that impact operations.
o Conduct CSAT calibration with the client
o Conduct training for Customer Experience Alignment (CEA) sessions and ensure that follow through is done by supervisors and QAs o Participate in monthly and quarterly business reviews with Program Managers
o Drive process improvement initiatives to help improve not just the programs Quality Scores but also for other KPIs as well.
AccentureCost to Serve Lead
May. 2010 - Sep. 2011NCR - National Capital Region, PhilippinesCost to Serve (C2S) Lead (May 2010 to September 2011)
• Monitored and track Fiscal Year C2S planning with the respective towers to come up with the Philippine overall commitment for the year
• Owned and managed the relationship with the Service Delivery Leads and help them take responsibility for overall Cost to Serve
• Understood the region’s objectives and align analysis and initiatives to help the region achieve them.
• Implemented a MOS (Monthly Operating System) to lead the C2S monthly review (including analysis and variance to plan), review cost saving opportunities to achieve the Cost to Serve targets
• Identified and managed Opportunities & Risks to drive improvements to C2S
AccentureBusiness Analyst / PMO Specialist
Sep. 2009 - May. 2010NCR - National Capital Region, PhilippinesBusiness Analyst / PMO Specialist (September 2009 to January 2010)
• Provided support to the Philippine BPO Leadership Team on the following:
o In charge of the Weekly update and reporting of deals that are on the watch list
o Managed the tracking and follow through of the weekly Leadership Team meetings action items ensuring completion
o Monthly Program Review with the BPO SDO (Service Delivery Operations) Regional Lead – coordinated with the Business and Support Function Leads to gather their monthly performance update. Consolidate BPO Leadership Stakeholders respective monthly program reports and review the same with the Philippine SDO Lead for inputs and revision.
o Managed BPO Executive visits by putting together the agenda for the visit, arranging transportation and meals during meetings, sending invitation for the meetings set in the agenda, ushering guest and meeting participants
o Provided weekly updates and analysis on the Delivery Center Services Operations monthly scorecard
• Acted as Service Management (SM) Specialist with the following responsibilities:
o Actively collaborated with functional groups to review their monthly SLA performance. Furthermore, issues brought up through SM regarding their services are discussed and followed through in these monthly reviews. These reviews help these groups to improve their processes and services to better meet their SLAs increase customer satisfaction.
o Conducted root cause analysis on the issues being raised by the customers of the functional groups. Action plans were asked of the teams to ensure corrective/preventive actions are taken upon the issues that were received from their customers.
AccentureTraining Design and Development & Certifications Specialist
Oct. 2007 - Aug. 2009NCR - National Capital Region, PhilippinesTraining Design and Development & Certifications Specialist – Vendor Management
• Managed a team of two Training Developers and one Certifications Specialist. Managing them includes overseeing their weekly work load, checking the materials they have developed and provide review feedback for improvement/corrections. • Updated existing training materials by incorporating Continuous Education Training into New Hire Training materials. • Coordinated, Scheduled, and Hosted Train the Trainer (T3) sessions with vendors for the monthly Continuous Education Training Courses that need to be taken by agents. • Conducted a monthly Training Impact Analysis to gage the effectiveness of the training materials that we develop based on agent performance. • Monitored and ensured that vendors are able to complete training the Continuous Education Courses on or before the end of the month. Weekly updates were sent to leadership to status them on each vendor’s completion rate as well as actions taken to follow though with the vendors to meet month end targets. • Agent and Team Lead Certification – roll out quarterly exams to agents and Team Leads to ensure that they are up to date with recent process changes and/or product updates • New Hire Post Test Audit – conduct monthly audits on the product knowledge and language skills exams of new hire agents to ensure that those who are hitting the production floor passed the exams that we require
• Team Lead Process Training (TLPT) – ensure that all Team Leads complete and pass TLPT before they hit the floor as Team Leads
• Conduct Team Lead Standards Audit – to align Team Leads to the Team Lead minimum standards and help them move to best practice standards that we have identified for them
• Trainer Analysis – provide recommendations for improvement based on the monthly rolled up scores of each trainer’s new hire class/es
AccentureQuality Lead - Customer Feedback and Complaints
Jun. 2005 - Sep. 2007NCR - National Capital Region, PhilippinesQuality Lead - Customer Feedback and Complaints – Vendor Management
• Managed a team responsible for reviewing customer complaints and negative customer ratings from surveys to get an understanding of the customer's experience. A team of two people is responsible for assigning root causes to each case and provide recommendations for employee coaching. The data obtained from this review is used to understand the causes of poor customer experience, identify systemic problems, and develop quality improvements that will improve the customer experience. • Responsible for reporting the findings of this data to the client, internal and vendor teams and making recommendations on process improvements and quality initiatives. • Collaborated with seven vendors and managed two multinational clients by providing them a monthly update on findings gathered from customer feedbacks. This also served as our venue to communicate our recommendations for process improvement and ensure corrective and preventive actions have been taken at the vendors' end. • Facilitated weekly calibration sessions with the client regarding agent proficiency in communicating with customers. • Worked with other Vendor Management and Client Teams to implement process improvement recommendations. • Pioneered the set up of Quality Processes for a new client in terms of effectively managing their customer feedback and complaints. It has become a reusable process that will be beneficial to future clients. • Created process maps and process documentation for each process in Customer Feedback Management
AccentureQuality Specialist – Vendor Management
Dec. 2004 - Jun. 2005NCR - National Capital Region, PhilippinesQuality Specialist – Vendor Management • Researched and analyzed Customer Satisfaction Survey Responses to identify root cause of customer dissatisfaction of an onshore telecoms company.
• Summarized root cause analysis and provided recommendations on areas for improvement for each of the agents identified in the survey.
• Provided a weekly update to the client on the root cause analysis results.
• Conducted monthly meetings with vendors to discuss performance of agents involved that caused customer dissatisfaction. Followed up action items to improve agent performance.
Standard Chartered BankCustomer Service Supervisor
Jul. 1998 - Nov. 2004Makati City• Customer Service Officer-Client Satisfaction Unit (January 2004 to November 2004)
• Team Leader - Customer Service Department (October 2002 to December 2003)
• Customer Service Representative (June 2000 to October 2002)
• Card Production Staff - Operations Department (July 1998 to May 2000)
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