Cebu, Central Visayas, Philippines
• More than 20 years of contact center experience leadership across various industry verticals. • Leading as many as 1300+ FTE across multiple Philippine sites • Vast knowledge in the Airline, Retail, Telco, Sales and Travel & Hospitality industry. • Launched multiple programs in the Hotel and Cruise verticals. • Mission driven and people focused approach to leading organization towards consistent winning culture. • Works with the different support leaders to meet and exceed revenue and margin goals by monitoring productivity, driving efficiencies and delivering top notch KPI performance across the enterprise. • Implement best practices, standards, and protocols for delivering exceptional customer service and support experiences. 2004-2008 People Support 2008- 2012 Aegis 2012-2020 Teleperformance Inc 2020 to 2022 IQOR 2022 to 2024 Teleperformance Inc. 2024 to 2025 TTEC 21 years of experience in the BPO industry
Handled a total of 8 programs and launched 4 of 8 programs.
Handling 2 sites Bacolod City and Clark Pampangga
Director of Operations handling 3 sites: Makati City, Cebu City and Davao City
Supervise ereps : monitor their performance on the floor according to productivity, competence, Sales and quality standards and targets : provide weekly performance feedback : work with eReps to achieve development objectives and performance targets and conduct their appraisals : ensure that eReps gain and maintain competence on client's site, back-end tools and support systems. Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive work atmosphere and team spirit. Maintain a high level of proficiency with regards to client's services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information and many other responsibilities