Philippines
Having been a manager for more than 10 years, I am an expert in several fields (Sales, Operations, Project and Account Management). I worked with telecommunications conglomerates (Sprint, Comcast, TimeWarner and Charter) and real estate and Ecommerce firms (Pot.com, Amazon). As a Manager with Lean Six Sigma training and White Belt Certification, I am well versed in process creation, mapping and improvement. I am also well versed in data analysis and action plan creation. As a leader I am passionate about developing people and I believe that coaching and mentoring will bring about continuous and sustainable business growth.
• Listing new products, optimizing content listing and responding to reviews in Amazon • Transaction coordination • LinkedIn marketing
• Awarded Top Operations Manager June, July and August 2017 • Awarded Top Operations Manager Q4 2016 • Lean Six Sigma Trained and White Belt Certified • Managed Profit and Loss for Department • Managed six teams to ensure client Key Performance Indicators are met • Service Level Lead, created Floor Policy to align Operations Team and Floor Coordinators and to drive awareness on Service Level • Company Metrics Lead, created processes and continually improved them for metrics such as Productivity, Occupancy, Schedule adherence, Handle Time and Attendance to ensure the program is meeting financial goal • Program Sales Lead created Sales Process which aims to change agent’s mindset on sales that has led to program exceeding sales goal • Program HR Point of Contact between Operations and Human Resources
• Managed six teams to ensure service level agreement is met • Awarded TOP Operations Manager February 2014 • Sales Lead, created a Sales Process and hired and trained Sales Coach • Service Level Lead, created a Floor Policy/Process to align Operations Team and Floor Coordinators and to drive awareness on Service Level • Program Lead for Employee Engagement, created activities to ensure production floor was happy and agents engaged • Was sent to new site to assist in the launch of their new program, created processes for the program and trained their support staff
• Managed program sales by creating sales processes • Trained Agents to improve sales rate • Trained Team Leads on how to coach/drive sales performance • Achieved growth and met sales targets by successfully managing the sales team • Implemented a strategic business plan that expanded company’s customer base • Presented sales, revenue and expenses reports and realistic forecasts to the management team • Identified emerging markets and market shifts while being fully aware of new products and competition status
• Awarded Best Account Manager • Achieved monthly sales of $ 40,000.00 by ensuring existing clients are satisfied with services and opening new markets • Created training material, trained and coached incoming Account Managers which shortened the new employee’s learning curve
• Led team to number 2 spot for August 2007 • Top FCR for Q1 2008 • Top Team Sales March 2008 • Set targets for call center agents to meet up with, coached agents to ensure they are met • Communicated updates on organization’s products, services, procedures and guidelines • Monitored calls to ensure that procedures and quality standards are strictly adhered to • Recommended engagement activities to enhance job performance at the call center • Conducted regular review of agents’ performance and organized training sessions for under performers • Regularly reported performance to management and offered suggestions to improve performance • Made sure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their escalations • Created developmental activities to develop team members to become future leaders