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Jesus Joseph R. | Elance
 
176985602337900
Last Sign-in: May 13, 2013

Jesus Joseph R.

Operations and Quality Manager
   Philippines
  |   Mandaluyong, Mandaluyong

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Overview

Minimum Hourly Rate $11

PROFESSIONAL OVERVIEW:
I am a professional looking to utilize my years of experience as an Operations and Quality Manager of a leading BPO company. I have more than 5 years of operations and quality management and related experience with: project management, business process improvement, customer service (telecom, billing, technical and back office), data entry, scheduling and virtual meeting facilitation. I can facilitate and schedule meetings with distributed project teams in a global environment.

I have decided to take the plunge and go...

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Skills (8)

Tested
Customer Service Test
My Score
avg
quality assurance
supervisory skills
recruitment
process improvement
human resource management
U.S. English Basic Skills Test
My Score
avg
Passed

Service Description

INDUSTRY EXPERIENCE:

- Project Management (e.g. the team I was heading was tasked to liaise with all other departments in our company, HR, Training, WFM, QA, IT and Facilities to successfully launch a new line-of-business that our current client wanted us to support. This launched to a grade of 4.95/5 and has exceeded our client's expectations enough to sign a 5 year contract with us.)

- Quality Management (although I am primarily a BPO Operations guy, I was asked to handle the QA department in one of the accounts I worked for. We were able to meet client QA targets after a couple of months and have been consistently meeting them that the client removed the third party QA in favor of our own QA scores)

- Operations Management (I have started in this department as an agent and moved my way up to my current role as Operations Manager. In this department, my main task is to balance three things: the company's needs, the client's expectations and the employee's satisfaction. I have learned the ins and outs of this industry through my ~5 years experience in this field.)

- Process Improvement Management (After setting up a new department, getting through the learning curve, ironing out birthing pains and new account issues, reaching the agreed KPI targets and maintaining a healthy working atmosphere, the next phase of an Operations Manager's job is to improve on existing processes to help in not just making the employee more productive, but also to increase profitability for...

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Employment

Sitel Corporation
Operations and Quality Manager - Bioware/EA
2012 - Present
- Managed a back office (email/chat) and customer service/technical support team of 7 coaches, 90 advisors, 1 QA supervisor and 5 QA Analysts for a gaming software company
Sitel Corporation
Operations Manager - Virgin Mobile Australia
2010 - 2012
- Managed a mobile phone customer service team of 6 coaches and 90 agents - Additional tasks: Managed and oversaw account recruitment and hiring. Liaised with Training/QA and Recruitment Department...
Sitel Corporation
Operations Manager - Telecom NZ
2008 - 2010
- lead the day to day operations and delivery of the program as outlined in the statement of work, facilitating the optimal use of resources, and ensuring the team is productive, efficient,...
Sitel Corporation
Team Supervisor - Telecom NZ
2007 - 2008
- Led a team of 15 agents to meet and exceed business objectives and ensured that financial, operational and quality metrics are consistently achieved. - Continuous review and monitoring of work...
Overview  |  Job History  |  Resume/C.V.

Keywords

customer service
project management
quality assurance
supervisory skills
recruiting
process improvement
team leader
operations manager
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Identity
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jaereyes
Type
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Member Since
February 2013
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Jesus Joseph R. | Elance

Jesus Joseph R.