RELEVANT EXPERIENCE
OSAM Marketing Call Center
Call Center Head
January 2019 – July 2019
- Sold solar panels for California Solar Store, USA
- Call center setup from inception to operation
- Appointment-setting account with six Appointment Setters
- Recruited, hired and trained all team members
- Composed the script and wrote the Manual/Handbook for Selling
- Managed the Dialer and generates reports – Dialer Software Vici Dial
TSD Global Inc.
Account Resolution Manager – AT&T Business Landline
December 2017 – December 2018
- Took Office-of-the-President Executive Escalation calls for AT&T
- Handled four Team Leaders with six Escalation Agents Each
- Recipient of AT&T Best Customer Service Experience Award 2018
- Highest number of escalated calls taken for all sites – 2018
- Top-seller for Mobility products (February 2018)
- Multiple commendations
- Winner of Date-Your-Boss Contest
Tata Consultancy Services, Philippines
Operations Manager for AGL Back-office Account
June 2013 – May 2015
- 80 to 100 FTE’s
- Handled 4 Team Leaders with 20-24 Back-office Officers each
- Managed over 50 different portfolios
- Weekly touch-base with various department heads of the client for process improvement and other pertinent matters
- Training and Quality Calibrations
- Halloween Project Winner for Halloween 2014
- Best OM 1st Quarter of 2015
TRG Customer Solutions (now known as IBEX)
Sales and Operations Manager (US and Australian acct.)
September 2010 – December 2012
- Recruited, hired and trained the first 25 Sales Agents – Pioneer Account
- Client expanded to 70 FTE’s after two months
- Met goals of Selling Program on a consistent basis
- Composed the Sales Script and wrote the Manual/Handbook for Selling
IDXNET Internet Service Provider LLC of Australia
Sales and Operations Manager (Australian ISP Account)
September 2008 – September 2010
- Recruited, hired and trained the first 35 Sales Agents
- Set-up shop in the country
- 10% growth in total number of subscribers during the fourth quarter of 2008 after having the Philippine site in full operation mode
- 70% retention of subscribers with expired lock-up contracts with thirty per cent renewing a lock-up contract
- Composed the Sales Script and wrote the Manual/Handbook for Selling Strategies and Tips
- Manages the Dialer and generate reports from the Dialer Software
Dell International Services Philippines, Inc.
Senior Team Leader – Dispatch Resolution
November 2006 – September 2008
- Supervised a team of Resolution Experts (Subject Matter Experts)
- Employee of the Quarter for the first quarter of 2008
- Employee of the Quarter for the second quarter of 2007
- Made the call flow and handbook of dispatching parts and troubleshooting guide used by the program
- Tapped to be the first supervisor of the new up-selling program
- Composed the call flow and wrote the Manual/Handbook for Selling Strategies and Tips
- Reviewed, analyzed and approved the resolution parts dispatch of over three hundred calls handling Computer Technicians
- Conducted weekly/monthly meetings/calibrations with Team Leaders and Technicians to ensure important issues, updates and new troubleshooting concerns are communicated accordingly
- Reported resolution metrics to Directors and VP’s on a quarterly basis
- Contacted large account customers regarding computer/parts dispatches and resolution
- One of the 32 pioneer support employees of the site
- Highest Score in English Communication Training among the first 32 support employees
- Top performer in Transition Training among the first 32 support employees
HSBC Electronic Data Processing Philippines, Inc.
Team Leader – Branch Operations Phone Banking
November 2005 – November 2006
- Highest score in Core Training and Process Training
- Recipient of “And Then Some Award” for encouraging co-trainees
- Recipient of “Power Forward Award” for most referrals (training period)
- Recipient of “Sixth Man Award” for providing valuable support to peers
- Set record for most number of converted referrals in all sites (300)
- Had the most number of converted referrals in all sites for 2006
- Largest commission – USD$344.00
eTelecare International / Convergys (now Concentrix)
Team Leader – Technical Support for Dell
September 2002 – November 2005
- Promoted to Team Leader after finishing the Leadership Development Program December 2003
- Ranked number 5 among 65 teams for the 3rd and 4th quarter of 2004.
- First and only Tech Support Level 4 call handling agent
- Technical Support Representative of the Year for 2003
- 4-time Model TSR for Quarterly Business Review with client
- Member/Trainer Vision, Mission, Culture and Values formulation league
- Dedication, Initiative and Enthusiasm eTelecare Award 2002
- Three-time recipient of coveted High Flyer Award
- Highest-paid Contact Center Agent for 2003 (basic salary P30,000)
EDUCATION
De La Salle University Manila
Master of Business Administration
August 2015 – February 2018
- Nominated for Best Paper “Improving Absenteeism Rate in Call Center Operations”
- Semi-finalist for DLSU Graduate School Quiz Bowl 2016
- Class President for Quantitative Methods for Decision Making Class
- Class President for Information Management Class
- Group Leader for Lasallian Service Leadership Project
- Group Leader for Human Resources with Organizational Behavior Class
De La Salle University – College of Saint Benilde Manila
Bachelor of Science in Business Administration Major in Computer Applications
June 1996 – June 2000
- Gold Medalist – Social Science Quiz Bee
- Silver Medalist – Natural Science Ecology Song Writing Contest
- Sports Writer for The Benildean – school paper
- Campus Ministry Choir Member, Christian Life Community Member
- Tree Planter for College of Saint Benilde-Binangonan, Rizal
QUALIFICATIONS
MBA
- Six-Sigma, Process Improvement, Balanced Scorecard and Business Process Management certified
- Licensed Insurance Underwriter
- Civil Service – Career Service Professional