Experience

SalonUltimate

• United States
• Software Development
• 1 - 100 Employee

• Executive Assistant and Cebu Office Manager

  • Dec 2020 - Present

  Work closely with CEO to provide engineering oversight and manage the Cebu City, Philippines operations Work closely with CEO to provide engineering oversight and manage the Cebu City, Philippines operations



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Technical Support Manager

  • Apr 2018 - Dec 2020

  Responsible for supervising, managing, and motivating team members on a daily basis. I will be the contact point for all team members, and act proactively to ensure smooth team operations and effective collaboration. I act as their advisor, coaching daily, weekly, and monthly to each of my agent in reviewing their running stats or Key Performance Indicators, helping them meet the targets at the end of the month, and providing updates from the company and business perspective. Responsible for supervising, managing, and motivating team members on a daily basis. I will be the contact point for all team members, and act proactively to ensure smooth team operations and effective collaboration. I act as their advisor, coaching daily, weekly, and monthly to each of my agent in reviewing their running stats or Key Performance Indicators, helping them meet the targets at the end of the month, and providing updates from the company and business perspective.



Alorica Philippines

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Queue Management-Site Lead RTA

  • Aug 2009 - Mar 2018

  •Execute workforce management functions such as forecasting, staffing, scheduling & capacity planning, real-time queue management, data and trend analysis•Communicate internally to supervisory teams.

• Team Supervisor

  • Aug 2006 - Jul 2009

  •Conducts coaching to the agents with the targets, updates, and daily Key Performance Indicator (KPI).•Create reports for daily, weekly, and monthly KPI of agents•Handles supervisor escalations, and real time management of queues•Participates in Operation’s weekly conference calls