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Click here or scroll down to respond to this candidateCandidate's Name
#Street Address St. Joseph Street, L.F.S.
Viente Reales, Valenzuela City
Mobile #: PHONE NUMBER AVAILABLE
E Mail: EMAIL AVAILABLE
Career Objective:
To exercise my management skills where I can effectively utilize my expertise in driving
performance by correcting behavior and be able to contribute for the success of the
company.
Operational Experience and Contributions:
Exposed in handling different verticals such as Telco with up selling, DSL Tech Support,
International and Domestic Travel Reservations and Cable with up selling.
2012 Present
Handles cable and internet services with up selling.
Manages Operations, Transition and SME team.
Initiated FCR Boot Camp.
AHT POC.
Partner with Recruitment and Training Team to discuss hiring quality.
Weekend POC partnering with the other site to manage LA, AHT, Rep Sat and Sales.
2009-2012
Managed Domestic and International Airline Reservations.
Tasked in managing Operations and Training Team.
Partner with recruitment team to conduct validation interview of new hires.
Initiated involvement of operations during job fairs to meet the required number of hires during
ramp.
Initiated revision of new training modules based on the latest update to be presented to the client for
implementation.
AHT Greenbelt Project (not certified).
Staffing POC to ensure LA is met as part of the penalty metrics.
Employee engagement POC.
2006-2009
Managed Tech support account (DSL).
Part of the team who launch the account.
Managed Team Leaders handling Tier 2 agents.
Designed Training Bay process and fully accountable to the quality of new hire to be endorsed to
production.
Initiated correlation of quality components to major metrics such as AHT, FCR, CSAT/ NPS.
Handled TL internship as program initiative to develop Tier 3 agents.
Site POC to manage AHT and Staffing.
Work Experience:
Sept 2012 to Present Convergys Philippines Inc. (Operations Manager)
June 22, 2009 September 9, 2012 IB M Global Process Services (Service Delivery Manager)
July 19, 2006-June June 21, 2009 Teleperformance Philippines (Assistant Call Center Manager)
July 5, 2004 July 19, 2006 Teleperformance Philippines (Team Leader)
February 24, 2004 July 5, 2004 Teleperformance Philippines (Customer Service Representative)
May 2003 - August 2003 Blue Cross Insurance Inc. (Account Executive Medical Sales)
May 2001-January 2003 Family First, Inc. (Sales Consultant)
April 5, 1999- March 1, 2001 Zuellig Pharma (Professional Medical Representative)
Educational Background:
1993 to 1998 Fatima Medical Science Foundation BS Physical Therapy
1989-1993 St. Marys College of Meycauayan Secondary
1983-1989 Tugatog Elementary School Primary
Trainings Attended:
Convergys Leaders as Coaches 2 -July 2014
Convergys Leaders as Coaches 1 - July 2013
Six Sigma- Greenbelt Training
IBM Global Process Services- Nov., 2009
Stress and Time Management
Teleperformance Phils- Feb.2009
Coaching and Development Training course
Teleperformance Phils- Jan.2009
TOPS Training- 2008
Teleperformance Phils.
Leadership Training-2007
Teleperformance Phils.
Supervisors Boot Camp-2005
Teleperformance Phils.
Leadership Training -2007
Teleperformance Phils.
Personal:
th
Born on 7 , July 1976, single, Filipino.
Tin # 203509258, SSS # 33-6274699-9, Drivers License # NP-N25-01-087561
Character Reference:
Available upon request.
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Candidate's Name
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