My experience entails the following:
Read More »
Impact Calculator & Bridge Planning
Succession Planning (Staff development)
Advanced File Management
Advanced Internet & Email Skills
Text Processing Skills
Computer networking skills
Time & Motion Study
Facilitation and Presentation Skills
Customer Service Skills
Organizational & Management Skills
Problem Solving & Decision Making Skills
Financials & Forecasting
Interpersonal Communication Skills
Lean & Six Sigma
Multifaceted, highly motivated, skilled professional and driven freelancer
Exceptional ability to work under pressure offering 7+ of call center experience, innovative strategic techniques and solid management acumen, complimented by a proven ability to build high-level client loyalty.
Highly analytical decision-maker with exceptional organizational abilities.
Motivated and dependable achiever and problem-solver.
Enthusiastic learner who quickly understands concepts and technical skills.
Excellent oral and written communication skills.
Skilled in use of internet and software applications.
Proven initiative and ability to work with minimal supervision.
Establish large-volume, high-profit accounts with extreme retention levels and client loyalty
Identify, establish, and manage strategic relationships to leverage significant long term business opportunities
Ensure customer service and satisfaction is afforded highest attention and priority
Read More »
Operations Manager/Project Manager/CSS Team Lead
2009 - 2013
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements
• Identifies resources needed and assigns individual responsibilities
One Global Contact Center
Senior Operations Manager
2009 - 2009
- Manages 5 line of business. Handles Inbound - upsell operations for rechargeable phonecards, website builder, search engine optimization, hotel, condo & cruise reservations, cartridges, online...
Proces Improvement Manager
2007 - 2009
Operations management and P&L responsibility for high volume back office work; exceeded service levels, team management, significant strategic planning for acquisition
Repositioned due to Global...
Hinduja TMT Limited
2006 - 2007
â€¢ Managed group of 12 Customer Service Associates (CSAs) for an inbound sales account.
â€¢ Focused on coaching and mentoring and the training and development of CSAs; Maintained positive employee...
Advanced Contact Solutions
Senior Quality Assurance Officer
2004 - 2006
â€¢ Acts as Training and Quality Assurance Supervisor who spearheaded the structure of the Program and immediate superior of Trainer and Quality Assurance Officers.
â€¢ Spearheaded structuring...
EPLDT Parlance Inc.
Customer Service Representative
2002 - 2004
â€¢ Addressed customerâ€™s concern: (billing, activation, programming, technical support, promotions, return authorization, installation). Commended as the best agent per division wise (Average...
Quality Assurance Specialist
2001 - 2001
â€¢ Started as Customer Service Representative, promoted in 3 months.
â€¢ Verified application, monitors and handles sales of digital phones, motivates and assists agents, monitors complaints....
De La Salle University - Dasma
AB Political Science
1996 - 2000