WritingEditingCurriculum DevelopmentNeeds AnalysisCreating PresentationsAnything

Overview

Looking for part-time work (4 hours/day)

at $2.27/hour ($200.00/month)

BS Nursing

Last Active

May 5th, 2011 (4970 days ago)

Member Since

May 4th, 2011

Profile Description

C
U
R
R
I
C
U
L
U
M
V
I
T
A
E
Nikki Lou M. San Juan
Unit – C #7 G. Raymundo St., BrgyMalinao, Pasig City, Philippines, 1600
Telephone Numbers: +632.641590
Mobile: +63917.5952985
Email: nikkey_zdsj03@yahoo.com
SUMMARY: Currently an Operations Manager with a true passion for learning and extensive experience in managing both the training and professional development of an organization's workforce. Rising up from a training background to managing operations, possesses familiarity with the entire workflow process from analyzing and addressing theoretical concepts to the practical realities and challenges of managing people and finances. Has a solid track record of significant improvements in learning processes, productivity, quality, and customer satisfaction that are cost effective while having a high impact on performance as well as maintaining a positive and productive work environment. Expertise includes:
• Leadership Development and Management
• Strategic and Project Management
• Adult Learning Principles, Needs Assessment, Skills Inventory & Training Matrices
• Foundation, Process, Leadership, Soft-Skills and Technical Training
• Financial Impact and Forecasting
• Performance Management
PROFESSIONAL EXPERIENCE:
Sitel(December, 2009 to Present)
Operations Manager – First Data Corporation Financial Services, Manager Level, Reports directly to the Site Director
Summary of Primary Job Responsibilities:
Coordinated managerial staff, facilitated interdepartmental communication, and allocated tasks and resources as needed. Created and maintained an intense performance environment and exhibited a driven leadership style, ensuring consistent achievement of all financial and operational KPI’s across the site
Key Responsibilities and Accountabilities
People Management
o Effectively managed and led Team Managers, agents and other applicable support functional roles in the allocated project base.
o Supported and guided Line Managers in the delivery of effective associate engagement and satisfaction
o Ensured continuous review and proactive management of absenteeism and attrition for all agents under control.
Targets and Reporting
o Focused on adhering to standardized processes and achieving KPI’s and client targets.
o Realized forecast and an efficient staff planning focused on profitability.
o Achieved, measured and reported service level, executive monitoring, and other operations-specific targets
o Established a process of continuous review and proactive management of absenteeism and attrition for all agents under control.
o Managed earnings before taxes, depreciation, and amortization for the account.
o Forecasted volume and optimized the workforce schedule to efficiently address all current needs
Client Management/Customer Experience
o Guaranteed client and customer satisfaction. Developed and implemented action plans as required.
o Participated in escalation calls to secure the successful realization of the clients’ requirements.
o Achieved client sat targets.
Compliance
o Took personal responsibility to understand and comply with all company and client security requirements and policies.
o Adhered to COPC/GOS regulations and develop the best practices.
Achievements
o Provided solid performance that led to an increase in the volume of work and additional line of business, which resulted in a minimum of $50k increase in monthly revenue.
o Successfully pitched for the Local Escalations Desk billing which resulted in a $5K minimum increase in monthly revenue.
o Spearheaded the creation of the 120 plan for the Firstdata Account that consolidated and improved all Sitel and account processes from cradle to grave, focused mainly on effective succession planning and continuous process improvement.
o Adapted the 3 legged stool (targeting profitability, customer satisfaction and employee satisfaction) approach to all performance management scorecards from the supervisor level to the director level.
o Formed and led the Synergy Team to formulate ideas and initiate innovations which led to a client value add that resulted in up to a 30% decrease in volume for one line of business
o Accounted for the client management of a Line of Business (130 FTEs), that improved group performance from 40% green Service Level Agreements to 93% in the span of 4 months.
o Responsible for the performance of 3 teams (90 FTEs), moved group average SLA from 43% green to 95% within the first 3 months
Sitel(September, 2008 to December, 2009)
Team Manager – First Data Corporation Financial Services, Supervisory Level, Reports directly to the Operations Manager
Summary of Primary Job Responsibilities:
Ensured the professional handling of all inbound calls.
Provided direction and guidance to ensure consistent achievement of key performance metrics.
Achieved, measured, reported, and communicated metric goal attainment for assigned team.
Ensured accurate and timely communication of client and campaign issues to Manager Site Operations.
Consistently achieved the number of call monitoring per week goal and scores for the team.
Coached, mentored, and developed the agent team in skills expansion and promotional opportunities.
Key Responsibilities and Accountabilities
o Supervised and assigned the remote team to meet or exceed client and corporate goals including:
Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity
o Associate Satisfaction:
Hired and retained the best agents.
Regularly monitored, coached, and developed off-site agents.
Implemented agent recognition programs.
Shared best practices across teams and in addition to building and maintaining a spirit of teamwork.
Achievements
o One of the first 5 sent to Florida, USA to complete 7 weeks of certification at the client site for migration of account (Associate, Floorwalker, Coach, Quality Analyst, Trainer Certified).
o Trained the pilot class and transitioned to operations, managed team performance.
o Implemented a calibration process that resulted in a 20% increase in quality scores within 3 weeks.
o Implemented an Escalation Desk that resulted in a 250 second decrease in AHT (600 seconds to 450 seconds) in a week’s timeframe, with that AHT sustained until the current date.
o Was responsible for 15 to 20 associates’ performance with metrics within Service Level Agreements 90% of the time, maintained status as the top team within the account (7 teams total) for 5 out of 6 months within time served in the role.
o Assisted in the development and implementation of Refresher and Up Training Classes that resulted in a 45 second decrease in AHT and a 5% increase in Quality scores.
o Shared resource functioning back and forth between operations and training.
Sitel(September, 2008 to December, 2009)
Senior Learning Specialist – Foundation Skills Manila, Assistant Site Manager Level, Reports directly to the Site Learning Manager
Summary of Primary Job Responsibilities: Monitored the day-to-day activities and project progression of the learning specialists, primarily focused on improving the hiring profiles per account, and constantly updating the learning curricula while simultaneously refreshing the skill sets of trainers and coaches. Coordinated directly with the account heads and clients in developing leadership training and succession planning for the many different levels of support in the company.
Key Responsibilities and Accountabilities
o Led and directed the learning culture and vision.
o As a Business Leader, supported the overall business strategy for the site.
o Developed and implemented training programs for contact center personnel.
o Supported the Site Director by providing development to the on-site Leadership Team in order to deliver business objectives.
o Served as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global learning solutions.
o Managed training programs and the learning experience for adult learners across a site.
o Supported development programs.
o Recruited, hired, trained, managed, appraised and developed a team of trainers to enable them to progress effectively.
o Provided direction in finding creative solutions for the training and development of people, through a variety of different learning methods that included mentoring and coaching.
o Supervised the day-to-day activities of the trainers ensuring their high motivation and relevant skills in their positions, and provided excellent training with long-term positive results.
o Designed learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
o Conducted most complex training classes.
o Developed evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
o Identified skill and knowledge requirements for sites and accounts through the analysis of data from multiple sources.
o Developed standards for monitoring Agents/Advisors.
o Ensured that feedback programs provide Agents/Advisors with guidance to correct problems.
o Established client contacts to gain knowledge and provide support in the development of training material.
o Actively pursued self-improvement opportunities.
Achievements
o Led the development and implementation of the B.E.A.T. (Business English Assessment Tool) that was rolled out for Sitel Manila Sites Communications Department and Recruitment
o Ensured the calibration of B.E.A.T. Certifiers across the Communications Department and Recruitment, and thus improved the Profiling process for hiring in addition to lowering attrition during new hire training by a minimum of 5%
o Led the development, revision and implementation of department related Training Materials (New Hire Training Curriculum, Communications Bay Curriculum, Communications Refresher Training, etc.,)
o Led the development and implementation of Communication Training for multiple departments
o Led cross skill certification across Manila Sites that decreased the need to hire new trainers for different skills sets.
o Responsible for 15 – 20 Learning Specialist’s performance with metrics within Service Level Agreements 90% of the time.
Sitel(September, 2008 to December, 2009)
Learning Specialist – Foundation Skills Manila, Supervisory Level, Reports directly to the Senior Learning Specialist
Summary of Primary Job Responsibilities:
Identified training needs and developed programs to address them. Trained and certified trainers on those programs and calibrated the scoring to ensure the quality standards. Implemented and facilitated training classes.
Key Responsibilities and Accountabilities
o Supported the Learning Manager, HR Manager, and Operations Managers
o Served as an effective business partner to the Global learning team, supporting the development, implementation and delivery of global learning solutions
o Supported design and delivery of development programs for all levels and departments, delivered within site
o Supported the HR Manager in providing direction in finding creative solutions for the training and development of people through a variety of different learning methods including mentoring and coaching
o Assisted in the development of evaluation and validation instruments to collect and interpret data, assessing organizational needs and training program effectiveness
o Identified skill and knowledge requirements for site accounts through analysis of data from multiple sources
o Understood and complied with all company and client security requirements
o Facilitated and documented New Hire Foundation Skills Training, Post Product Training Refresher, Communications Bay Training, etc.,
Achievements
o Developed, revised, and tailored the curriculum as needed to fit the Account Needs and Skill Set Requirements
o Ensured that participants enhance their communication skills to produce effective representatives and impact agent metrics.
SEMINARS/WORKSHOPS ATTENDED:
o Effective Financial Forecasting
o Induction Process
o Managing Average Handle Time and Service Levels
o Business Reviews (General Metric Reviews, Weekly Business Reviews & Coach Business Reviews)
o Outlier Management
o Impact Calculator
o Root Cause Analysis
o Bridge Planning
o Business English Assessment Tool Certification (BEAT)
o Learning Specialist Business Leadership in the Zone Certification (LS Blitz)
o Global Assessment Tool for English Certification (GATE)
o Business Processing Language Assessment Scales (BUPLAS)
o Certificate for Teaching Work Place English (CTWE)
o Train the Trainer Certification (TTT)
o Basic Training Tools Certification (BTT)
PROFESSIONAL SKILLS:
Possesses extensive experience of more than 5 years in the Business Process Outsourcing/Contact Center Industry, working primarily in Training and Operations.
Quick learner and assertive.
Over a year of operations management. Over 4 years of experience in developing and facilitating adult training and learning classes.
Able to work in a fast-paced environment with a strong sense of urgency and accountability.
Mature disposition, flexible, positive attitude.
Able to work with little supervision.
Strong leadership skills with the ability to manage large groups of people.
Strong verbal and written communication and facilitation skills.
Strong interpersonal skills and experience in demonstrating successful customer relationship management ability.
EDUCATION:
Bachelor of Science, Major in Nursing
Global City Innovative College
PERSONAL BACKGROUND:
Born on the 3rd of October, 1985, Pasig City, Philippines.
A single mother of one and the breadwinner for her entire family. Motivated and driven to achieve success both professionally and personally. Formerly an active member and leader of the Youth and Theatre Ministry of Christ’s Commission Fellowship, and currently now a part of Victory Christian Fellowship.
Affable and able to adapt to diverse types of personalities and environments.
Enjoys writing, photography, and appreciates most forms of art.
Is fond of traveling and seeing cultured places and relaxing on the beach.
Very creative and always thinks out of the box.