Experience

VA Platinum | Outsourcing Experts

• Philippines
• Financial Services
• 100 - 200 Employee

• Workforce Manager

  • Aug 2022 - Present



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Group Lead - Workforce and MIS

  • Jan 2021 - Aug 2022

• Operations Team Lead

  • Oct 2018 - Jan 2021

  Managing teams. Lead team members to reach client goals and expectations through performance management.



Ascend VA

• Cebu

• Operations Manager

  • Jul 2018 - Aug 2019

  Provides online administrative support to offshore businesses and clients. Provides online administrative support to offshore businesses and clients.



FWD BPO

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Team Leader

  • Jul 2013 - Sep 2017

  Inspire, motivate and train members and pave the way for a high performing team Assist Campaign Manager and Operations Director in day to day task of campaigns Workforce Management to ensure efficiency and reliability of team is excellent Open lines of communication between peers, Training, Quality, Human Resources and Recruitment departments to ensure proper cascades of any updates and up trainings. Accomplishments Assisted Campaign Managers with initiating, planning and executing processes, policies and procedures with 9 LOBs Lead and dialer manager for an outbound campaign. Created lead burning and callout process that increased sale by 20% average. Leads 3 LOBs with total headcount of 30 agents and 2 Senior Agents Training of new and upcoming Team Lead Interns Show less



Taking You Forward

• United States
• Market Research
• 1 - 100 Employee

• Quality Assurance Analyst

  • Feb 2012 - Jun 2013

  Responsible for call quality monitoring and quality assurance. Determine agents areas of strength and weakness, do root cause analysis and submit action plans Coordinates with Team Leads and Team Manager to drive compliance Investigates Escalations and provides objective feedback, and recommendations Team Point of Contact for LOB, oversees 2 other QA Accomplishments Pioneered a Tech Support LOB by being a part of the Project Management team and being the QA Point of Contact, responsible for authoring the Customer Experience Parameters and QA Policies and Procedures Creation of VOC ( Voice of the Customer ) project that aims to measure, determine causes of CSAT, DSAT and helps to improve CSAT scores Improved efficiency within the Quality Department by creating an automated QA form that utilizes excel formulas and Programmed Macros Consolidated all quality data to provide accurate and quick reports by spearheading team for an automated, cloud based QA Evaluation Data Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Specialist

  • Sep 2007 - Nov 2011

  Monitors associate customer interactions against client specific policies and procedures Suggests improvements at the associate and project level through evaluations, coaching sessions and reports Analyzes operational data and makes recommendations on process improvements Handled responsibilities in certification of new Quality Assurance Specialists Bi-Weekly meetings with clients to ensure calibration with processes and disseminate new information to the teams Show less