US Human Resource Professional, Member of the Harvard Business Review Advisory Council, an opt-in research community of business professionals, ARLT (The Netherlands) Scholar, Head of People and Wellbeing at Faith-8More...
Jeffrey Delos Reyes
Customer Experience / Process Lead / Department Head@FLOWHEALTH
Verified
Results-driven professional with 15 years of experience leadership role within BPO industry. Proven track record of exceeding expectations and delivering exceptional results in process improvement, project management and coaching for improve performance. Known for talent development, leadership, problem-solving abilities. Strong communicator with a collaborative mindset, able to thrive in fast-paced environments and adapt to evolving challenges.More...
Gisselle Adriano
VA Success Manager@Sound Decisions
Verified
As Gisselle Adriano, VA Success Manager at Sound Decisions, I have successfully implemented strategies that improved the efficiency and productivity of virtual assistants. I have also established effective communication channels that enhanced collaboration and teamwork. My leadership has led to increased client satisfaction and retention rates. Furthermore, I have developed and conducted training programs that have significantly improved the skills and performance of our virtual assistants.More...
Vik Singh
SVP Operations, Contact Centre/ Back Office@Conifer Health Solutions
Verified
I have spent the last 25 years in BPO/ offshore SSC, and have held Senior leadership roles for the past 18. I have lived and worked in the Philippines since 2008. I have led large teams for organizations such as American Express, JP Morgan Chase, Convergys (now Concentrix), Bertelsmann Group, and Tenet Health (who own Conifer).
My expertise lies in the following aspects of offshore BPO-
- Model selection- I can provide deep insights on pros and cons of going Captive, BPO, EOR, BOT etc
- Implementation- site/vendor selection, pricing, solutioning, transitioning, training etc.
- Operating Model- identification of ideal measurements/ KPIs, dashboarding/MIS, identification of leading indicators, coaching models, design of operational cadence to drive de-risked results.
- CX- I have had tremendous success in driving the customer experience, specifically NPS. I implement my personal model, which has a 100% record of driving and sustaining hockey-stick improvements.
- Transformation. I can lead your efforts around transformation- from first ensuring the basics are in place (KPIs, Dashboards, Operational cadence etc), and moving on to Process Optimization and RPA.More...