Experience

Dynamic Business Outsourcing Solutions (DBOS)

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

• Team Lead

  • Aug 2015 - Present

  - Currently handling a team of 31 - Callcentre Operations composed of 23 agents with different tasks and roles and a Backoffice Team which consists of digital marketing specialists, content writers, web developers and a graphic designer. - Worked closely with Operations and Backoffice Teams on fulfilling client expectations and creating new strategies to accomplish project goals/targets. - Trained and mentored operations staff leading to supervisory and team leader promotions - Accepted escalation calls for conflict resolution on failed expectations - Established Operations department to support sales. - Established client support department from screening applicants, to training new hires, and managing agents within the department - Created new operational strategies and reinforced learning of new process - Revised/created company policies for optimal operation of the department - Implemented work policies and sanctions for non-compliance - Accurately monitored attendance for department in terms of absences, tardiness, leaves, etc. - Maintained tracking logs to measure and calibrate employee performance - Determined bonus incentives based on overall performance and improvement - Measured morale and implemented motivational practice to instill a positive working environment - Organised and conducted staff meetings and scrums. - Communicated with clients on project expectations, strategy needs and miscommunication resolution. - Coordinated with inshore and offshore Directors regarding monthly progress and improvements - Directly reports to Australian based COO and to the president/director of JACSS DBOS Show less



Emapta Global

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Sep 2014 - Aug 2015

  - Call Centre floor supervision.- Prepared and submitted daily, weekly and monthly reports.- Handled customer complaints and requests. - Took call escalations.- Monitored and coached all members of the call centre team.- Enforced call centre floor policies.- Oversee day-to-day operations and handled administrative tasks for the call centre and back office teams- Took and assist with the call overflow.- Helped in recruitment and hiring process of the call centre

• Outbound Sales Specialist

  • Sep 2014 - Feb 2015

  Handled and took reservations and parking bookings

• Executive Assistant

  • Aug 2013 - Aug 2014

  - Organizes and maintains files and records- Prepares and edits correspondence, reports, and presentations. - Submits daily, weekly and monthly reports.- Assists Team Manager in overseeing certain aspects of managing the team as assigned (monitoring, coaching et al)- Assists in managing the day-to-day operations of the call centre (assists in confirming appointments)- Provides information by answering questions and requests of customers over the phone.- Completes service maintenance requirements; calling & scheduling repairs. - Contributes to team effort by accomplishing related results as needed.- Provides quality customer service- Reports to the General Manager. Show less

• Campaign Manager

  • Feb 2012 - Aug 2013

  - Call Centre floor supervision.- Developed Sales & Marketing Callcentre Agent skills (through monitoring, training, and coaching).- Enforced call centre floor policies.- Assisted the Call Centre Manager in overseeing certain aspects of managing the team as assigned.- Took escalated calls from Sales & Marketing Callcentre Agents.- Attended daily and weekly calibrations call with clients.- Performed other duties assigned by the Callcentre Manager.- Helped in recruitment and hiring process of the call centre. Show less

• Sales and Marketing Call Centre Agent

  • May 2011 - Feb 2012

  - Conducted survey for potential and qualified clients.- Set up an appointment for qualified consultants to see potential customers and discuss the features and benefits of the client’s products.



NCO Financial Systems

• Financial Services
• 700 & Above Employee

• Team Manager

  • Mar 2008 - May 2011

  Supervised the Tier 2, Special Projects and Escalations Team of the BackOffice/ Research Segment of the account.- Reviewed the following agent’s reports: productivity, attendance/ schedule adherence, quality monitoring, as well as center statistics reports (closed tickets, pending tickets, pending over Service Level, etc. etc)- Coached each agent on the team at least once every week.- Provided written feedback in the coaching tool that is clear, professionally written and adheres to the account’s guidelines- Rolled out/ cascaded all relevant job aides and updates on time & ensured understanding and accountability of each agent.- Took Supervisor Escalations whenever needed- Handled client escalations. - Attended daily and weekly calibrations call with clients.- Communicated payroll dispute windows to agents, ensures payroll disputes are tracked and closed- Quickly escalated and drove for resolution in critical agent dissatisfaction drivers - Completed an Annual Performance Assessment for each agent on the team.- Attended daily and weekly calibrations call with clients. Show less

• Floorwalker/ SME

  • Jan 2008 - Mar 2008

  Provided floor support for the first half of the shift for all Tier 1 agents.- Submitted a daily tracker of the tickets that was approved for closure.- Provided major observations, suggestions, and other comments that can help improve the processes and agents’ proficiency.- Checked the following when reviewing a ticket: resolution, legacy notes, status updates- Submitted a weekly floor support report when doing floor support.

• Customer Service Agent

  • Oct 2005 - Jan 2008

  - Part of the pioneer batch of the BackOffice/ Research segment of the account- Resolved billing and rate disputes/inquiries of the account’s Corporate and Commercial customers.- Provided contract pricing and billing information- Handled contract issues such as pricing and promotional discounts.- Corresponded to customer through email or by phone in a timely manner- Corresponded directly to Internal Account Team.



Globalstride

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Care Specialist

  • Aug 2004 - Apr 2005

  - Called for an Australian Telecommunications company and offered affordable telephone lines to residents in Australia - Handled outbound calls for publishing accounts. - Offered and renewed free magazine subscriptions to businesses in the United States. - Called for an Australian Telecommunications company and offered affordable telephone lines to residents in Australia - Handled outbound calls for publishing accounts. - Offered and renewed free magazine subscriptions to businesses in the United States.



kgb

• United States
• Information Services
• 500 - 600 Employee

• Customer Service Representative

  • Aug 2003 - Aug 2004

  Received calls and resolve caller’s requests real time Received calls and resolve caller’s requests real time