Experience

OFP

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

• Client Success Director - Ecommerce

  • Feb 2021 - Present

• Amazon FBA Expert

  • May 2018 - Present



Self-employed

• Professional Freelancer

  • Jan 2019 - May 2020



Infosys

• Area Manager AT&T Business Solutions

  • Jul 2013 - Jan 2019

  ● Team ManagementSupervise all agents within their team Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets Provide weekly specific performance feedbackWork with the agents to achieve development objectives and performance targetsConduct performance appraisals for team members● Coordination with Operations SupportDocument and escalate real-time internal and external IT issues.Document and escalate customer and client process issues.Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan.Coordinate with CST Training on training-related issuesWork with Workforce Management on concerns related to scheduling and attendance.● Management SupportSupport the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service deliveryInteract with the external clients and management, in the absence of the Team Manager● HR POC LEADSupports Human Resources by collating Payroll disputes for the entire LOB that includes filtering Valid disputes for payroll processing and responsible in coming up with HR roadshow talk for all HR related concerns within the LOB. Responsibility to collate Attrition input for the whole LOB for data processing and HR interpretation.



GL Advisor

• Financial Advisor

  • Apr 2012 - Mar 2013

  GL Advisor was created to provide graduate students and young professionals with a unique service that facilitates financial well-being during a critical and underserved period of their lives. The goal of this service is to give recent graduates the tools and support needed to assist them in building personal wealth and a positive net worth. GL Advisor provides services to assist with debt repayment, debt relief programs, risk management, and other important financial decisions that new professionals often face. Professionally and accurately communicate and help execute financial plan with borrowers.Listening and resolving student/borrower questions regarding their student loan portfolio.Ensuring client specific tasks are completed diligently and in timely manner.Encode data in the software to ensure accuracy of debt and client information before creating the financial plan.



Aegis PeopleSupport Inc.

• Team Lead

  • Feb 2011 - Feb 2012

  ● Team ManagementSupervise all agents within their team Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets Provide weekly specific performance feedbackWork with the agents to achieve development objectives and performance targetsConduct performance appraisals for team members● Coordination with Operations SupportDocument and escalate real-time internal and external IT issues.Document and escalate customer and client process issues.Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan.Coordinate with CST Training on training-related issuesWork with Workforce Management on concerns related to scheduling and attendance.● Management SupportSupport the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service deliveryInteract with the external clients and management, in the absence of the Team



Teleperformance

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

• Real Time Analyst

  • Feb 2010 - Feb 2011

  Tasks:-• Monitor real time call centre / contact centre agent availability to ensure agent adherence.• To forecast potential problems with help of the planning tools and update management of any danger of missing KPI’s and offer solutions for service recovery.• To collect daily statistics and keep KPI sheets updated as well as to feed the planning function• Track schedule adherence and escalate appropriately when required to Resource Planning/Operational Management team.• To collect and analyse daily call centre / contact centre performance data to find ongoing improvements.• To identify the need for additional reporting and support a business case for its creation.• To identify call centre / contact centre process improvements where possible.• Ensure that all reports are accurate, timely and presented appropriately.• Ensure that all reports are distributed correctly and to deadline.• Produce the adherence report daily to highlight agents who are not adhering to their schedules.• To document the processes within the role at a detailed level and ensure back-up is provided in periods of absence.• Any other duties as specified by line management

• Reservation Specialist | Sales

  • Jun 2007 - Feb 2010



GlobalQuest BPO

• Medical Trans Supervisor/Quality Assurance Supervisor

  • Jan 2006 - Feb 2007

  GlobalQuest BPO Specialists Inc. started its corporate life on April 1, 2006. Its initial venture into the Business Process Outsourcing industry was in the area of medical transcription.Quality Assurance Supervisor● Direct efforts toward quality documentation, including providing procedures, training, and resources for transcription team members. ● Establish guidelines for identifying qualified applicants for transcription and quality assurance staff positions. ● Develop standards for employee performance review related to quality documentation. ● Establish criteria for quality reviews. ● Establish policies and procedures that contribute to the efficiency of the transcription department. ● Through a standard random selection process, select randomly transcribed or edited reports for review. ● Review the transcribed report against actual dictation, applying industry-specific standards provided by current resources and references. ● Using preferred standard quality scoring criteria, calculate and score reports consistently and fairly, weighing the varying degrees of errors against the documentation length. ● Provide timely and consistent feedback to the medical transcriptionist or editor in order to eliminate repetition of errors, build skills, and mentor the medical transcriptionist/editor. ● Recognize, interpret, and evaluate inconsistencies, discrepancies, and inaccuracies in the medical dictation, and appropriately clarify and/or report them as required. ● Help in the Transcription if necessary



Rapid Data Services

• Shift Supervisor

  • May 2005 - Jan 2006

  RDSi is an offshore business process outsourcing company providing medical, legal and other business transcription services to the US market since 2004 and aims to produce quality transcribed reports catering to the needs of a global clientele. We are specializing on a fast turnaround of emergency units of hospitals, critical care units, outpatient care clinics, work-related medicine facilities, legal and insurance companies at a cost-affordable price.● Reviews random transcribed reports to ensure that the information is meeting quality standards for grammar, spelling, formatting and turn-around time. If discrepancies are found in reports, the transcription supervisor may flag the reports for follow-up by the physicians and clinicians, or for correction by the transcriptionist. Sits on committees and attends meetings as required by the health care organization.