Taytay, Calabarzon, Philippines
* Business Leader responsible in the over-all management of People, Company and Client metrics of the program/s supported * Site Leader responsible in partnering with senior management, driving site metrics, staff engagement & retention, and creating strategic plans for the development of the site
* Service Delivery Leader responsible for the over-all Operations of the program handled (Program Head) * Daily Client Interface and Owner of Relationship (on-site/remote) * Ensures successful program delivery in line with client expectations and contractual obligations (SLA) * Owner of Client Communication such as but not limited to distribution of performance reports, BCP, Business Reviews, Client Initiatives/Projects, etc. * Point of Contact for SOW/MSA, Invoicing, Account Receivables and Billing Disputes * Direct Management of Program Financials (P&L, Revenue, GM%, etc.) * Change Management Point of Contact * Program Lead on Risk, Compliance and Fraud Management * Leads in Work Force Planning to ensure capacity, volume, delivery, etc. are in line with client expectations and financial obligations * Liaison between Delivery Team and Resource Units i.e. WFM, Training, Analytics, Reporting, IT, etc. * Experience in Lean Six Sigma Processes used in Performance Management
* Supported up to 900++ FTEs providing Customer Service, Sales, Back Office, Email/Chat and Retention for a leading TELCO company * Provided general customer service and technical support. Lines of business supported are TRIO (Home Phone/TV/Internet), Serve-to-Sell Sales, Level 2 (Escalations Team), Retention, Outbound Loyalty and Field Services Tier2 Support * Managed Operations Managers that are responsible in managing day-to-today functions of their respective lines of business * Led Client Services function around Business Review delivery, Staffing Requirements, Partner Initiatives and Projects, Hypes and Incentive programs * Ensured targets are met on People Metric (NPS, ASAT, Lost Hours and Attrition), Financials (P&L, SG&A, GM%, EBIDTA, Contribution Margin) and Partner KPIs (CSAT, FCR, Sales, AHT, etc.) * Provided leadership and development to Operations Managers and other direct reports * Collaborated with different internal and external department to achieve goals i.e. HR, Recruitment, Facilities, IT, Work Force, Partner Ambassadors, etc
• Customer Service for a Telco Program (April 2008 to June 2012) • Technical Support Program (July 2007 to April 2008)
2 Years - L1 Technical Support Representative 3 Years - Coach / Team Leader