Requests
9
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Network Power<100 people
Roles
🔥100%
Startup Founder
💸66%
Marketing
✨66%
Business Owner
Geos
🇬🇧33%
United Kingdom
🇺🇸33%
United States
Work Background
Cebu tele-net Philippines CorpChief Sales Officer
Sep. 2016Cebu, Central Visayas, PhilippinesHeads the Revenue Efforts of Cebu tele-net Philippines Corp (CTNP)
tele-net CoporationSales Head for North America / Senior Operations Mgr English Operations
Aug. 2016 - Sep. 2021Cebu City, PhilippinesHandled Verticals:
Limousine Service, Pet Camera Tech Support, FinTech, Wearable Product Support >Client Acquisition
> Create and Develop Sales Material
> Train Business Development Managers
> Create and make Sales Presentation
>Conduct and Organize meeting with Prospect Clients
> Negotiate and Create KPI / SLA
> Spearhead Programs for faster, easier and client transition and transaction
> Handle Business negotiation (contract) for and in behalf of the company • Recruitment
Plan with client to create the correct profile of agent/s.
Strategically design recruitment channels to attract the right candidate applicant/s.
Monitor, Improve recruitment channels
Design compensation and benefits to fit the market and the job • Training
Work with the Training Manager in creating modules for new clients
Set up Training and Quality calibration to upgrade current practices
Design continuous improvement flow in Operations
Set up Training and Recruitment calibration to prevent fall outs
Monitor training classes
Facilitate training for Leaders in the company • Operations
Owns all Communication for the Clients
Project Staffing requirement and Workforce Management
Work with Sr. Team Leads and Account Manager
Ensures that reports that generated on a daily / weekly / monthly / quarterly / yearly is submitted promptly.
Monitors the progress of the Center's Performance
Proposes and Launches Project to the client and the owners to improve center's overall performance.
Study and Analyze Service Delivery's CSAT output and conducts programs to improve performance or conducts RCA to resolve low scores. Monitors the overall QA output of the agent and Service Delivery Center's standing. Checks and Analyze Data Quality for Outbound Operations
Customer Service Advocate
Provide day to day solution
eBusiness BPOSr. Operations Manager
Jan. 2013 - Aug. 2016Cebu City, PhilippinesHandled Verticals:
Taxi Services, Oracle, BuySeasons, Finishline, Payday Company and Various small Campaigns Key Responsibilities: 1000 FTE • Business Acquisition
Answer Request for Information from potential client/s.
Create proposals Participate in Video or Phone Conference.
Negotiate Rates and create Service Level Agreement
Facilitate onboarding process of new client • Recruitment
Plan with client to create the correct profile of agent/s.
Strategically design recruitment channels to attract the right candidate applicant/s.
Monitor, Improve recruitment channels
Design compensation and benefits to fit the market and the job • Training
Work with the Training Manager in creating modules for new clients
Set up Training and Quality calibration to upgrade current practices
Design continuous improvement flow in Operations
Set up Training and Recruitment calibration to prevent fall outs
Monitor training classes
Facilitate training for Leaders in the company • Operations
Owns all Communication for the Clients
Project Staffing requirement and Workforce Management
Work with Sr. Team Leads and Account Manager
Ensures that reports that generated on a daily / weekly / monthly / quarterly / yearly is submitted promptly.
Monitors the progress of the Center's Performance
Proposes and Launches Project to the client and the owners to improve center's overall performance.
Study and Analyze Service Delivery's CSAT output and conducts programs to improve performance or conducts RCA to resolve low scores. Monitors the overall QA output of the agent and Service Delivery Center's standing. Checks and Analyze Data Quality for Outbound Operations
Customer Service Advocate
Provide day to day solution • Human Resource
Creates or updates company policies
Participate in Admin Hearing
Studies attrition and develops innovative solutions to lower it
eBusiness BPOOPERATIONS MANAGER
Dec. 2012 - Jan. 2013CEBU CITYServes customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. *Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
*Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
*Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
*Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
*Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench marking state-of-the-art practices; participating in professional societies.
*Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
eBusiness BPOTeam Leader / Trainer
Sep. 2011 - Dec. 2011Cebu Business ParkHandled Team
Train Agents
eBusiness BPOAccounts Manager - Production OIC
Jan. 2011 - Nov. 2012Cebu IT Tower Cebu CityHandling multiple Clients
Aegis People SupportTrainer / TL
Jan. 2009 - Aug. 2010Cebu CityHandled a Team
Trained Agents for Expedia
Guest Connect Sales Approach - Trained
Guest Connect Coaching - Trained
Pandiman Philippines IncoporatedCrew Claims Handler
May. 2007 - Dec. 2007Intramuros Manila PhilippinesHandling the Insurance side of shipping. Acting for and in behalf of ship owners here in the Philippines. We make sure that injured , sick, disabled an dead seafarers are well compensated for the best interest of the ship owners and the club that we represent.
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