Experience

inCall Systems Pte Ltd

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

• Service Quality Management Head

  • Feb 2020 - Present

• Service Quality Manager

  • Feb 2018 - Present

• Service Quality Management Head

  • Feb 2018 - Feb 2020



Accenture Pte Ltd

• Senior Quality Assurance and Compliance Analyst

  • Aug 2014 - Feb 2017

  Quality Testing and Reporting External Audits POC Data Privacy Training Quality Testing and Reporting External Audits POC Data Privacy Training



arvato BERTELSMANN

• Singapore

• Finance Services Executive

  • Jun 2012 - Aug 2014

  •Function as the primary oversight person and supervision of Accounts Payable team, operations and processes •Maintain liaison and good working relationships with BPO Clientele and Head Office (Singapore, Germany) teams •Subject Matter expert for Accounts Payable process and SAP workflow/processes •Ensure timely and accurate input of data into the system by the team members •Ensure SLA and KPI are maintained •Preparation and presentation of daily & monthly reports •Project coordinator for new tasks and processes to the AP team



Genpact

• United States
• Business Consulting and Services
• 700 & Above Employee

• Operations Manager

  • Jan 2011 - May 2012

  •Oversee the day-to-day operations of the Front End and Midrange Collections through directing, planning, supervising and evaluating the work of Team Leaders, Subject Matter Experts, Trainers and Collectors. Coordinates strategies to achieve the volume expected to meet operational requirements. •Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content; direct process improvement projects. •Uses appropriate tools to manage conflict. Responds to operational issues within defined areas of responsibility while progressing in project work. •Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards; assists with development of departmental budget.•Monitors performance of Officers according to established monitoring standards. Provides performance feedback on peers and associates. Prepares fair, accurate and thorough performance reviews. Accountable for meeting internal recovery goals.•Coordinates with other units to ensure an alignment of processes, focus on minimizing losses and maximizing recoveries.•Prepare and review the Team Leaders’ scorecards and support execution of improvement.•Develops Managers by assessing strengths and weaknesses promote training and career planning; coach unit members for career development. Provides input into hiring decisions.•Ensures optimum lowest GCO performance and lowest possible Flow Rate through effective collection activities and dispute resolutions.•High Balance Past Due Data Analysis•Develops relationships and communicate issues of importance within the department and/ or business unit.

• Assistant Manager for Operations

  • Sep 2010 - Jan 2011

  •Oversee the day-to-day operations of the Front End Collections team including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume expected to meet operational requirements. •Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content; direct process improvement projects. •Uses appropriate tools to manage conflict. Responds to operational issues within defined areas of responsibility while progressing in project work. •Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards; assists with development of departmental budget.•Monitors performance of staff members according to established monitoring standards. Provides performance feedback on peers and associates. Prepares fair, accurate and thorough performance reviews. Accountable for meeting internal recovery goals.•Coordinates with other units to ensure an alignment of processes, focus on minimizing losses and maximizing recoveries.•Prepare and review scorecards and support execution of improvement.•Develops staff by assessing strengths and weaknesses promote training and career planning; coach unit members for career development. Provides input into hiring decisions.•Ensures optimum lowest GCO performance and lowest possible Flow Rate through effective collection activities and dispute resolutions.•High Balance Past Due Data Analysis and Calling•Handle escalations and Second Voice for accounts with balances of 30k and up to obtain Promises to Pay•Develops relationships and communicate issues of importance within the department and/ or business unit.



ePerformax Contact Centers and BPO

• Performance Maximization Project Officer

  • Jan 2010 - May 2010

  • Assists in creating clear company policies for the betterment both of the employees and the business. • Supports in developing processes to motivate the Teams to perform and meet service levels, makes sure that mentioned processes are implemented. • Assists in creating SOPs to supervise the performance and development of Managers, Officers and Agents • Work with the Project Management team in creating SOPs to ensure Managers and Officers’ efficiency in maximizing the performance of their teams and ultimately all the programs. • Prepares Monthly Performance Deck Presentations based on the performance stats of a specific Program. • Analyzes the performance using available data from our reporting team which helps us identify areas of strength and areas of opportunities. The strengths and areas of opportunity are used to develop recommendations and initiatives to close performance gaps and leverage our successes.



ePerformax Contact Centers & BPO

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

• Performance Development Supervisor (Asst. Manager) - CARD SERVICES

  • Jun 2009 - Jan 2010

  • Serves as an assistant and alternate to the Program Performance Maximization and Development Manager in communicating with the Clients regarding Performance and Action Plans.• Supervises the performance and development of a team of 12 Performance Maximization and Development Coaches, 12 Performance Analysts (QAs) and 150 Voice Customer Service Agents.• Makes sure the Coaches efficiently and effectively do their job which is to maximize the performance of each individual agent in order to maximize the performance of our team and ultimately our program.• Analyzes the performance using available data from our reporting team which helps us identify areas of strength and areas of opportunities. The strengths and areas of opportunity are used to develop recommendations and initiatives to close performance gaps and leverage our successes.• Makes sure teams are performing to the max.• Develops processes to motivate the Teams to perform and meet service levels, makes sure that mentioned processes are implemented.• Implements action plans through coaching, training, QA and motivational programs with the help of the Operations team.• Reviews and Develops Training Modules for agents to assure that they meet the required targets. • Participates in trainings and calibrations with the clients to ensure targets are met• Responds to internal and client emails, processes requests needed to ensure adherence to AHT and Quality requirements.• Conducts regular performance assessment sessions with Coaches to inform them of their opportunities and accomplishments• Conducts regular team building activities to establish rapport and cooperation within the Management Team.

• Performance Maximization and Development Coach (Sr. Team Manager) - CARD SERVICES

  • Oct 2006 - Jun 2009

  • Reports to and works with the Program Supervisor in communicating with the Clients regarding Performance and Action Plans• Manages and supervises the performance and development of 20+ frontline personnel (19 Correspondence/Email/Voice Customer Service Agents, 3 Team Leads and 1 Performance Analyst).• Decides on escalations for Billing such as Fee Waivers and Unblocking of Accounts• As for Collections, reviews and make recommendations if an account will be referred to a Third Party Collections Agency• Decides on escalations regarding Credit Limit Increase Requests• For Debt Management, reviews and determines payment plans for qualified delinquent accounts• Conducts regular conference call and ensures open communication with the clients regarding operations and agent performance updates• Ensures attainment of frontline service level standards according to agreement with the Client• Develops Training Modules for newly hired agents to assure that they meet the required standards before they hit the production floor • Regular calibrations with the clients to ensure targets are met• Responds to internal and client emails, processes requests needed to ensure adherence to AHT/EPH and Quality requirements• Conducts call/email/correspondence quality evaluations to agents to adhere to KPIs established by clients thru providing immediate coaching• Conducts regular performance assessment sessions with agents to inform them of their opportunities and accomplishments• Conducts regular team building activities to establish rapport and cooperation within the group



SYKES

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

• Team Manager for Collections- Emerson Financial Services

  • Jun 2005 - Oct 2006

  ● Managed 15 Collection agents and 2 Senior Collection Specialist supporting the Asia Pacific (Singapore, Hongkong, Malaysia and Australia) and North American region.● Conduct regular conference call and ensures open communication with the clients/divisions regarding operations and agent performance updates.● Ensures attainment of frontline service level standards according to agreement with the Client● Assist Level 1 support towards 1st contact resolution and responds timely and accurately to the escalations of the agents● Verifies customer’s problem and validates support team’s escalations Generate applicable reports related to division programs● Feedback and track all downtime on all client tools required to perform support. ● Conduct team meetings and support update sessions● In Charge of agent’s shift coverage, schedule adherences and workload distributions● Quality Monitoring - Monitors agent’s performance and updating their records on a regular basis for continuous mentoring and feedback sessions. Accountable for the performance of agents by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making● Conduct training to newly hired agents and refresher, update processes and remedial trainings for the existing agents● Plans, assigns and directs work to the team/employees in cooperation with the manager● Provide back up to perform the support ● Adheres closely to daily schedules while other assigned tasks are executed on time● Maintains a flexible and calm approach to problem solving● Prepares reporting requirements to immediate supervisor and client.● Contributes to other projects if requested

• Team Manager for Accounts Payable

  • Jun 2005 - Oct 2006

  - Supervise the day-to-day operations of the Accounts Payable Team.- Managed a total of 15 Accounts Payable Specialist supporting the North American region.- Ensure that established team performance metrics on Productivity, Turnaround time and Accuracy are met and individual performance goals are achieved.- Conduct training to new agents and continue to coach and mentor the existing and tenured AP Specialists.- Build and maintain good relationship with counterparts in the local country of support as well as counterparts in the Manila office.



ePerformax Contact Center and BPO

• Marketing Assistant (The Sharper Image)

  • Jun 2004 - Jun 2005

  ● Provides quality customer services to all The Sharper Image Consumers through electronic mail correspondences. This includes quality technical support by reading, analyzing and answering electronic mails as guided by company policies, procedures, standards and management directions. ● Acts as support to new marketing assistants on the production floor. ● Conducts product and consumer research data through the series of Interaction with the customers. ● Fills out appropriate forms, requests and places correct orders, writes notes, locates orders in the system, follows up on orders and tracks shipments for the consumers. ● In charge of giving out credits to clients to further enhance client relations and retention. ● Attends periodic training to enhance product knowledge, analytical and soft skills. This includes analysis of product catalogs and other official materials. ● Addresses customer service calls.



RMH Teleservices Asia-Pacific, Inc (now- NCO)

• Customer Care Associate (AT&T)

  • Nov 2003 - Feb 2004

  ● Handles inbound calls from AT&T customers by resolving billing and account inquiries as well as requests through efficient customer service and proper knowledge of AT&T products and services. ● Offers, explains and recommends AT&T long distance phone service and calling savings plans to customers. ● Handles marketing and sales of mentioned service. ● Handles inbound calls from AT&T customers by resolving billing and account inquiries as well as requests through efficient customer service and proper knowledge of AT&T products and services. ● Offers, explains and recommends AT&T long distance phone service and calling savings plans to customers. ● Handles marketing and sales of mentioned service.



Equitable-PCI Bank (now BDO)

• Verification Team Leader

  • Jan 1988 - Oct 2003

  Verification Team Leader Level 10 Clearing and Settlement Department ● Analyzes clients’ signatures on issued checks versus bank records (determines genuine or forged signatures and authenticity/negotiability of checks) ● Corresponds with local branches regarding funding of checks issued by the clients; addresses branch inquiries on check details ● Trains newly hired signature specialists. ● Evaluates and tracks new hires’ productivity. Shock Trooper Level 9 (Branch highest level) Pasig-Capitol Branch (Area Office) ● Acts as support to branches in need of additional manpower on emergency cases. ● Assigned to cover 4 areas in Metro Manila (Pasig, San Juan, Mandaluyong, Quezon City) ● Investigated bank floats and gave recommendations on the reduction of said floats. Customer Service Assistant/ Bank Teller. Level 9 Ortigas, San Juan Branch ● Acted as front liner to customers who wished to open accounts. ● Provided services for customers’ bank transactions; qualified customers’ background and ability to maintain an account; evaluated and recommend which product/service best suits the customers ● Administered customer credit investigation through telephone and business correspondence. ● Answered phone and personal inquiries regarding bank products/services and at the same time market new products that customers are not aware of. Customer Service Support for Investments Level 8 Ortigas, San Juan Branch ● Handled computation of interests and fulfilling customers’ requests on time deposits, loans and investment accounts. ● Corresponded with the Head Office Personnel on daily interest rates and liaised with the customers’ regarding investment decisions ● Reports directly to the Branch Accountant on total investments for the month.