My Personal Profile:
Senior Managment-Interactive Technology Solutions (ITECH)
Client S:Cellular Telecommunications Provider
Responsible for operational excellence, productivity and development of the operations team as it supports our clients business needs
*Co authored changes in knowledgebase, streamlining data dissemination for ease of agents use.
*Pioneered none-spiel driven styles in customer control.
*Co Authored trends in handling Technical Service concerns.
*Currently handling a pioneer support for technical support services for newly launch Broadband packages.
Ensuring proper application of established policies and procedures.
- Assisting the team in meeting or exceeding all departmental key objectives.
- Manage day-to-day operation and ensure performance metrics are met.
- Develop or recommend procedures to effect more efficient operations.
- Understands, strategize and implement effective management techniques to enhance productivity levels on both individual teams and as a campaign
- Becomes an escalation point to customers from the agents.
PAZZOVERBO Restaurant (Calumpit,Bulacan)
Owner/Operations Manager
SYKES ASIA
Ortigas (SMPC) /Makati (Burgundy)
- Employee of the month (Sykes M account team
Based) July, 2003
- Most Number of Satisfied Customers in a Month (based on on-line Surveys of client M)
November, 2000 March, 2001, Jan 2002, July 2003
L2 Supervisor:
Task to handle quality response, monitoring and maintaining high-level quotas for agents on Sykes Client x Communications account. With focus on coaching and motivation
Coaches and counsel staff by identifying additional skills, training and experience needed.
• Understands, interprets and leads own team’s strategy and operating objectives.
- Works on special projects as needed
- Prepares activity and status reports regarding work unit activities.
- Responsible for productivity of team and ensures that numbers are in line with management expectations.
Web-based Advertisement Administrator (Sykes Client M)
- Handled the last line of approval of members (Tier 2) for client M’s on-line advertisement services. Responsible for making sure the application, acceptance and circulation of members for the services are thoroughly classified, and/or rejected based on terms and conditions and other controlled criteria.
- Documentation (I.E rating, approval notes or cause of rejection recommendation) and investigation was needed to assure proper circulation of advertisements directly to target audiences thus minimizing complaints and lawsuits.
- Tasked in coaching and acceptance of agents enable to do tier 1.
Senior Policy Enforcer (Sykes Client M)
- Handled Inquiries and/or complaints of customers regarding rejection and/or disabled accounts of e-commerce solution packages of members due to violation of terms and conditions. Strict adherence and enforcement of the TOS is necessary at this level while balancing empathy and guidance towards the members is used, to, as much as possible save the member.
Assigned Trainer (Product Specific) Client M’s Services packages
- Advertisement Support- trained incoming agents on how to support, research, investigate and troubleshoot client M’s advertising packages.
Module includes: how to use system tools, step by step information on how to handle inquiries and complaints, proper escalation techniques and troubleshooting techniques
- TIER 1 Advertisement Reviewer-trained incoming agents on how to rate, approve, disapprove and temporarily disable client accounts based on client M’s terms and conditions. Module includes: spotting potential violators, investigation of minute details in lieu of a violation, judgment calls and review of the TOS of client M.
- Policy Enforcement Team – trained incoming agents on techniques on how to enforce policy guidelines on members / prospective members while implanting high-level customer care. Module includes advanced investigating techniques and handling irate customers.
