Conscientious yet smart team player seeking to leverage my capabilities in operations management. I want to build a long-term career in managing teams with opportunities for growth and development. With more than 10 years of solid experience in telecommunications and technology industries, my capabilities have grown and evolved in the following areas—customer service and sales, data reporting, workforce planning, team management and collaboration, site readiness, digital business solutions, and portfolio and stakeholder management.
工作经验
Business Process Specialist
在
Telstra International Philippines Incorporated
(5 年
1 月)
菲律宾, Makati
目前受雇于该公司自从 20160401 12:00 上午
Responsible for the development and implementation of all processes related to customer access and digital voice solutions across onshore and offshore sites of Telstra.
Achievements:
- Administering numerous campaign projects as short-term solutions for marketing and sales
- Decreased all campaign numbers by 58% as part of Telstra’s strategy to minimize the usage of 1800 numbers
- Developed efficient process through simple Macro automation in executing numerous skill changes and priority levels of call traffic for all Telstra production sites
- Ensured minimal call abandonment by performing all administrator tasks of operating hours of call centre sites and / or smart routing.
- Initiating projects fostering on calls analysis to minimize call misrouting across lines of business and improve KPI’s across different businesses.
Centre Operations Lead
在
Telstra International Philippines Incorporated
(2 年
1 月)
菲律宾, Makati
从 20140224 12:00 上午 直到 20160331 12:00 上午
Spearheaded a 5-member team with improvement and implementation of all processes related to workforce. Also acted as site administrator for all tools and system accesses of 1,600 employees.
Achievements:
- Ensured 90% to 95% SLA on response and resolution of all system issues reported onsite.
- Executed a successful migration of all employees from old site to new site of Telstra in Manila and implemented tactical and strategic procedures to ensure seamless transfer of people.
- Received Telstra Awards (Q4 FY15) for contributions during the migration.
- Developed processes on scheduling leaves of agents by aligning the staffing needs and well-being of agents.
Reports Specialist
在
Sitel Corporation Philippines
(1 年
5 月)
菲律宾, Baguio
从 20120806 12:00 上午 直到 20140131 12:00 上午
Responsible for delivery of financial reports for the account and all other key reporting files for operations’ use.
Achievements:
- Delivered 98% accurate client reports to FDC account with daily, weekly, and monthly frequencies.
- Spearheaded the preparation, extraction, and validation of all incentive files and ensured 100% accuracy was observed in the process.
- Developed and maintained daily margin tracker file which provided forecast volumes, AHT, and staffing numbers and how these directly impacted P&L of the account.
Operations Management Desk Specialist
在
Sykes Asia Incorporated
(3 年)
菲律宾, Makati
从 20090703 12:00 上午 直到 20120731 12:00 上午
Management of team with 5 members and led the delivery and management all metric reporting for seven APAC accounts of Sykes.
Achievements:
- Implemented initial and ongoing reporting needs for HP account handling for Australian and New Zealand customers.
- Developed a systematic approach in extracting raw data with lesser time spent on data preparation.
- Streamlined several reporting files of all the accounts to focus more time on the analysis of data output.
- Successfully participated in high level audits executed by external auditing firm and ensured 100% accuracy.
Senior Customer Service Representative
在
Sykes Asia Incorporated
(2 年
1 月)
菲律宾, Makati
从 20070601 12:00 上午 直到 20090702 12:00 上午
Quality-centred role delivering world-class service to Verizon customers.
Achievements:
- Handled and resolved escalated calls from Level 1 agents.
- Provided necessary training to team members / Level 1 agents.
- Assisted team managers monitor calls of Level 1 agents and provided real time feedback handling complex calls.
- Served as the point of contact for a team when the team manager was not available.
- Received Circle of Excellence Award for consistent high performance in sales and quality.
