Computer and Internet Savvy, Customer Service Expert, Microsoft Office Amateur

Overview

Looking for full-time work (8 hours/day)

at $2.83/hour ($545.45/month)

Bachelor in Business Administration Major in Management

Last Active

July 9th, 2014 (4354 days ago)

Member Since

July 9th, 2014

Profile Description

Operations Manager (May 2012-December 2013)
Responsible for day-to-day work, process flows and constantly endeavouring to be able to lead the team from the front. Maintaining and improving call center operations by monitoring team performance; identifying and resolving issues; preparing and executing action plans; managing system and process improvement and quality assurance programs.
Responsible for the training and development of direct reports to ensure continuous progress so that we can deliver quality and excellence in our service to the client and to the company. Direct the organization of work within the team including duty rosters and vacations etc.
Meet with clients on a regular basis to discuss/negotiate service levels and staffing levels to meet customer needs.
Accomplishes human resource objectives by taking a lead role in selecting, screening, and assigning new employees to the account; communicating job expectations; monitoring, appraising, and reviewing job contributions; enforcing company policies and procedures.
Work with Training and Workforce team to ensure adequate staffing requirements are forecasted and filled.
Responsible for motivating and retaining employees to avoid attrition by coordinating with HR team on employee engagement activities and other events.
Prepares weekly performance report by collecting, analyzing, and summarizing data and trends.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job descriptions.
Completed the Six Sigma Training (Yellow Belt) - 2013
Team Leader (November 2009 - May 2012)
Responsible for delivery of customer satisfaction, business results, and employee satisfaction in order to ensure achievement of scorecard (KPIs) and client goals. Works hand in hand with Operations Manager, Quality, and Training team to ensure client/company goals are achieved.
Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times.
Responsible for daily/weekly call monitoring to provide feedback and coaching of team members per quality standards.
Meet with clients on a weekly basis for call calibration; clients update; and discuss service levels to meet their requirements.
Administers company policies, best practices, and standard operation procedures to facilitate performance that exceeds client/company expectations.
Conducts program training and continuous development for new hires/agents.
Completed the APAC Customer Services Team Lead Certification - 2011
Completed the Coaching for Results Training Program - 2010
Corporate Quality Analyst (January 2009 – November 2009)
Monitor and evaluate call quality and process compliance to ensure that all Quality goals and objectives are met satisfactorily in line with client/company criteria and service levels.
Provide detailed and accurate evaluations for agents.
Assist Training and Operations Team in agent development during the Academy Bay period.
Coordinate with Team Leader on agent’s performance on quality metrics.
Provides feedback on best practices and areas of improvement for agent’s development on Quality metrics.
Facilitate weekly call calibration sessions with Client, Operations, and Internal Quality team.
Aegis People Support
Asiatown IT Park, Cebu City
E-Rep/Sales Consultant (December 2005 – December 2009)
Integrating knowledge of account products and services by recognizing customer needs; asking questions to learn about customer preferences directly related to the product available, explaining features and benefits accurately, handling objections to close out the sale.
Providing the required disclaimer to ensure that customer is aware of the product purchased.
Processing customer inquiries by following appropriate call flows determined by effective probing and active listening.
Meeting weekly and monthly sales quota.
Contributes to team effort by accomplishing related results as needed.
Provide personalized customer service to exceed client’s/company’s time and quality expectations.