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Bryan L. | Elance
 
176985602337900
Last Sign-in: May 15, 2015

Bryan L.

BPO Expert | Executive Assistant | Admin Support
   Philippines
  |   Quezon City, Metro Manila
  |  9:41 pm Local Time

Verified Freelancer

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Overview

Results-driven with 10 years experience in the Business Process Outsourcing industry with a total of 8 years experience in the call center management in high volume outsource and captive operations. Skilled as internal consultant in analyzing existing operations and implementing the strategies, processes and technologies to improve productivity and efficiency. Expert in facilitating change in workplace to support organization operating, financial and quality objectives. Strong P&L management, cross-company project management, information...

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May 12, 2014|Virtual Assistant|$28|Completed
|
5.0
Jan 13, 2014|Virtual Assistant|$657|Completed
|
4.0
Jan 13, 2014|Virtual Assistant|$60|Completed
|
4.4
Jan 1, 2014|Virtual Assistant|$289|Working

View All »

Portfolio

The Virtual Assistant Services that Bryan Laureano offers creates a collaborative...

Skills (10)

Tested
Virtual Assistant
Call Center Skills
Call Center Skills Test
My Score
avg
Customer Service
Customer Service Test
My Score
avg
English
English Vocabulary Test (U.S. Version)
My Score
avg
General Office Skills
Office Skills Test
My Score
avg
Microsoft Excel
Microsoft Excel 2007 Test
My Score
avg
Microsoft Word
Microsoft Word 2007 Test
My Score
avg
Computer Skills
Computer Skills Test
My Score
avg
Passed
Email Handling
Data Entry

Service Description

I have enjoyed 10 years career in the BPO industry with an experience in Program and Account Management with proven success in leveraging performance and business consulting to innovatively solve business problems. I have extensive leadership skills to optimize organization processes and maximize revenue and profit.

I am a self-motivated achiever who leverages business consulting expertise to add value for customers, a creative thinker who draws upon exceptional analytical skills to effectively architect efficient solutions to fulfill business objectives, and a leader adept at combining strategic vision with tactical execution.

My professional experience includes:

- Direct call center operations as a liaison between clients, managers, supervisors and call center employees

- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans

- Accountable for the proper recruitment of staff

- Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encourage individual employee participation in decision making

- Setting up objectives and gives rewards and recognition to the team once objectives are achieved

- Accountable for identification of training needs of the team and ensuring a development plan is in place for a successor

- Ensures...

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Employment

EP Laureano Hog Farm
Farm Manager
2012 - 2013
o Manages all activities/processes related to farm management o Manages the financial performance by controlling costs, maximizing throughput and avoiding waste o Provides information, training and...
SGS Gulg Limited - ROHQ
Call Center Manager
2011 - 2012
o Spearheaded the Call Center Division set up from Ground Zero - conceptualization, procurement, proof of concept and implementation o Manages overall operations of Automotive off Lease Inspection...
Sutherland Global Services
Senior Program Manager
2009 - 2011
o Keep employee attrition under 60% annualized o Keep scheduled and unscheduled absences under 5% o Maintain budgeted HC within 10% staffing forecast o Ensures all controllable targets are met each...
Sutherland Global Services
Program Manager
2008 - 2009
Program Management o Develops and maintains partnership with clients to increase business and client satisfaction o Coordinates with the implementation team for new account implementation,...
Teleperformance USA
Call Center Manager
2005 - 2008
o Direct call center operations as a liaison between clients, supervisors, and call center employees. o Administer performance management by diagnosing improvement opportunities, providing...
Teleperformance USA
Assistant Call Center Manager
2005 - 2005
Teleperformance USA
Assistant Call Center Manager
2005 - 2005
Teleperformance USA
Program Supervisor
2004 - 2005
Etelecare International
Program Coach
2003 - 2004
Etelecare International
Customer Service Associate
2002 - 2003

Education

Philippine Rehabilitation Institute
BS in Occupational Therapy
-

Keywords

Manager
Operations Manager
Senior Operations Manager
Program Manager
Senior Program Manager
Account Manager
Senior Account Manager
Virtual Assistant
Executive Assistant
Administrative Assistant
Data Entry
Customer Service
Email Management
Calendar Management
My Snapshot
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Elance Level
Level represents activity and experience on Elance. Freelancers start at Level 1 and achieve higher levels through their work. A higher "Level" indicates greater earnings, ratings and other achievements on Elance. Learn More »
  • 12 months
  • Lifetime
Jobs
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0
Total
Milestones
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Reviews
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Clients
Total
Repeat
Earnings
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Per Client
Identity
Username
blaureano
Type
Individual
Member Since
July 2013
Elance URL
Verifications
0
Groups
Bryan L. | Elance

Bryan L.