Experience

• 

  Expertise.com

  • Greater Seattle Area

  • Operations Manager (UpWork)

    • Mar 2019 - Feb 2020
    • Greater Seattle Area

    - Managed multiple remote Offshore (Outsourcing) Teams through coaching, feedback, PMP, and service delivery through KPI's- Performed the tasks of a Program Manager with hands-on screening, hiring, onboarding, and stabilizing the teams- Performed the tasks of a Workforce Manager by making sure staffing per shift is adequate- Performed the tasks of a Client Manager by interacting directly with US client to discuss issues and meet demands- Performed the tasks of a Quality Manager to make sure quality process and calibrations are in place, and makes sure the teams deliver end-to-end quality output- Performed the tasks of Process Manager to make sure all processes across all departments are documented and organized and updated in the company's drive as per ISO standard

• 

  Intelligent

  • Process Manager (UpWork)

    • Aug 2018 - Jan 2020

    - This is a part time job in UpWork, managing the company's process documentation to assure proper turnover of roles in the organization through ISO standard

• 

  Naturenetics

  • 23 Corporate Plaza Suite 100 Newport Beach CA, 92660

  • Project Manager (Hubstaff)

    • Mar 2016 - Sep 2018
    • 23 Corporate Plaza Suite 100 Newport Beach CA, 92660

    - Scheduled and arranged all email send-outs to clients of Naturenetics including follow-ups and surveys using Evernote- Documented company process- Handled all Amazon Business content and feedback- Handled all customer service-related issues for the company on social media, email, Zendesk, Shopify, and Amazon- Checked reports from remote Quality and Support Staff

• 

  Accenture

  • NCR - National Capital Region, Philippines

  • Service Delivery Associate Manager - Health Tower

    • Feb 2017 - Feb 2018
    • NCR - National Capital Region, Philippines

    - Managed day to day operations using Salesforce software to meet client SLA and KPI- Managed workforce per shift- Interacted with the client and cater to escalations if necessary- Cultivated team engagements by participating in the organization, planning, and execution of site-wide and/or global activities to encourage the building foundation of a passion-based team working towards a common goal- Acted as Engagement Lead for the entire site to keep all accounts engaged and achieve Accenture goals by keeping employees happy- Took responsibility of three health towers with 400 FTE or full time employees comprising of Agents and Team Leads

• 

  Expertise.com

  • United States
  • Technology, Information and Internet
  • 100 - 200 Employee

  • Directory Team Leader (UpWork)

    • Nov 2015 - Feb 2016

    - Managed a remote (outsourced) team of 16 agents who are part of the large Expertise Operations team. - Workforce management and planning on a weekly and daily basis- Worked hand-in-hand with the other leaders to achieve the team's overall goal through service delivery based on KPI and meeting service level

  • Business Unit Manager (UpWork)

    • Jul 2015 - Nov 2015

    - Managed a remote team of 30 Email Correspondence Agents and ensure delivery of KPI, quality, and met service level agreements- Managed workforce on a daily basis

• 

  Quiksilver

  • Australia

  • Product Description Writer (UpWork)

    • Oct 2014 - Feb 2016
    • Australia

    - Took charge of DC, Roxy, and Quiksilver brands by creating written content for all products in the company's website- Edited product images using Adobe Photoshop before posting online

• 

  First Advantage

  • Manila, Philippines

  • Team Lead / Line Manager for Operations

    • Sep 2007 - Dec 2012
    • Manila, Philippines

    - Initially handled three different Quality Teams of up to 30 FTE's for the Philippines- POC for all quality concerns and point of contact for the site's Business Process Improvements- Assigned to manage internal and external vendors with 26 FTE's handling different vendors from more than 13 countries worldwide- Third point of escalation concerning vendor issues, invoice approval, and business expansion- Assigned to handle the Operations Team for US with the following Lines of Business: Background Screening, Collections, and WOTC Tax Credits- Workforce management and planning across all teams and meeting service level agreement

• 

  Teletech

  • Dumaguete City, Philippines

  • Team Lead for Operations

    • 2006 - 2007
    • Dumaguete City, Philippines

    - Supervised 18-21 agents- Made and presented reports for the client and upper management- Assigned to do special projects by upper management- Calibrated with client and other departments on quality measures- Directly coordinated with client and other departments- Planned and executed offsite activities during client visits- Evaluated agents using QA guidelines- Coached and gave feedback to both agents and peers using Lean Six Sigma methodology- Motivated agents by planning group activities / team buildings and encouraging teamwork- Maintained service level, reliability rate, and occupancy rate at target level - all KPI- Managed workforce on a daily basis- Took calls for 4 hours a month

• 

  SYKES

  • Cebu City, Philippines

  • Senior Quality Coordinator

    • 2003 - 2006
    • Cebu City, Philippines

    - Documented all processes involved and practiced by the Account for audit purposes- Monitored / audited, gave feedback and coached agents on both technical and customer side of the call for Point Of Service Evaluation/ POSE or CSAT- Participated in call calibration conducted by clients and coordinated with other centers as well- Conducted random audit on operations of the account to make sure that all processes are being followed- Provided business recommendations to upper management - Made sure that all processes documented and practiced are bound within the standards of the company and in accordance to ISO Standards- Examined and evaluated purposes and content of business reports to develop new, or improve existing format, use , and control- Reviewed reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose or function of report- Conferred with people on different levels of the organization originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements using Lean Six Sigma methodology- Evaluated findings, using knowledge workflow, operating practices, reports retention schedules, and office equipment layout- Recommended establishment of new or modified reporting methods and procedures to improve report content and completeness of information- Interacted directly with the client for site feedback, improvements, and best practices- Gave recommendations to Operations on what to do with an employee in order to enhance performance- Assessed and coached agents and pre-hire employees with language issues and recommend the type of training or refresher course- Mentored and trained new Quality Coordinators and Quality Analysts

• 

  Standard Chartered Bank

  • Cebu City, Philippines

  • Service Ambassador

    • 2002 - 2002
    • Cebu City, Philippines

    - Took charge of the bank's Bills Payment Machine- Guided and trained clients on how to use the machine- Performed customer service by attending to calls and walk-in clients- Submitted reports at the end of the day