20+ years in managing people and process | Technical Support
Philippines
I have 20+ years experience managing people and process in the BPO industry with expertise in Customer Care, Sales,Technical Support, Retention, and Integrated Services Management; in both voice and non-voice setup. Timely, organized, logical, and with strong attention to details. I get the work done in the most efficient and effective way. Getting things done the first time in the shortest possible time and in the best possible manner.
Accenture Inc., full_time
Jun 2022 to Present
• Manages 1000+ FTE with scope of work on Customer Service, Retention, and Technical Support in the Telecommunication industry . • Accountable for all aspect of work including: Recruitment, Staffing, Training, Service Delivery, and Financials. • Enhances operations by streamlining processes and identifying opportunities for AI implementation
Accenture Inc., full_time
Sep 2017 to May 2022
• Manages the ITIL-based Integrated Services Management scope composed of the following: o Problem Management o Change Management o Capacity Management o Network Performance Reporting o Service Level Management and Reporting o Service Asset Configuration Management o Onboarding
Teletech, full_time
Apr 2017 to Sep 2017
• Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations