Experience

AffinityX

• United States
• Advertising Services
• 100 - 200 Employee

• Senior Operations Manager

  • Sep 2016 - Present



SYKES Philippines

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

• Senior Account Manager

  • Jan 2016 - Aug 2016

• Manager, Business Development And Implementations

  • Nov 2014 - Jan 2016

• Account Manager

  • Dec 2009 - Nov 2014

  • Develops and maintains partnerships with clients to increase business and client satisfaction• Leads and manages implementation of organic growth in the account.• Sustains and grows business partnerships with client by offering proactive solutions• Identifies problems, analyzes trends and implements corrective and preventive actions• Regularly achieve and exceed client service level agreements and quality/customer satisfaction targets• Accountable for the proper recruitment of staff• Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making• Responsible for the accurate tracking of costs related to or billable to the client• Creates account budgets and forecasts• Measures and tracks financial performance against forecast and budget

• Account Supervisor

  • Dec 2008 - Dec 2009

  . Oversees operations to make sure that client metrics are meeting the set targets.. Ensures continuous improvement within the team.. Maintains a line of communication with the client contacts.. Provides feedback and updates to both the client and upper management regarding the teams performance.. Coaches/ mentors Team Managers and provides them with regular performance reviews.. Oversees the recruitment of new hires for the team.. Ensures that the agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.. Workforce management. Serves as a back up to the Account Manager when needed.

• Team Manager

  • Feb 2006 - Dec 2008

  . Supervises the team and makes sure that all client and internal metrics are meeting the set targets.. Disseminates important information to the rest of the team through team meetings and group huddles.. Participates in Calibration sessions with the client.. Provides feedback to the agents regarding their performance on a regular basis.. Assists Account Supervisor with reports and serves as a back-up when needed.. Organizes team buildings and Fish events.. Conducts Quality Monitoring for both Tier 1 and Tier 2 when needed.

• Customer Service Representative

  • Dec 2002 - Feb 2006

  . Handles both inbound calls and emails that require Customer Service· Assists customers with level one troubleshooting· Handles billing inquiries & accepts payments. Handles consultations and escalations for several subject matters. Handles training for several subject matters . Trains new language agents for Customer Service support