Aaron Balatbat Email & Phone Number

Metro Manila, Philippines

● Develop and execute an effective operational plan, resulting in achievement of organization and channel related strategic outcomes.● Contribute to the development and implementation of new business strategies.● End to end management of all associated costs to deliver the gross margin within each client P&L.● Negotiate suitable commercial terms with clients to meet company objectives.● Develop commercial acumen of Program Managers● Build and maintain strategic relationships with key program stakeholders. ● Execute continuous improvement program across all key areas with measurable monthly and quarterly business improvement deliverables.● Contribute to developing and implementing employee engagement strategies to achieve Employer of Choice status.

• Provides Leadership, Development and Coaching of the Operations Leads, Recruiters and Induction Managers. • Exceeds both TSA and client objectives for the program by being accountable for the team performance and profitability, team leadership, coaching, development and engagement, operational excellence and customer advocacy. • Effectively engages and collaborates with key TSA support services, developing continuous improvement strategies and executing these effectively in order to drive operational excellence. • Maintains, validates and optimizes current operating model, providing feedback to Operations Support. • Adheres and manages to TSA and client guidelines, processes and procedures. Ensures quality of work and compliance across all operational areas, as per the business requirements. • Creates positive environment and culture through leader and team member motivation & engagement.

• Financial Management - Managed and delivered risk and rewards metrics to protect company revenue. • Handled multiple lines of business. Provided development plan and support to Operations. • Provided leadership to Managers and Team Leaders. Managed and coordinated activities like planning, hiring, and training to cater to operations needs/requirements. • Balanced both business and employee need by creating, improving, and executing processes. • Planned and implemented strategies on performance management meeting the client and company goals. Facilitated all client interactions essential to maintaining the trust and continued partnership.

• Implemented Quality processes and guidelines identified by 24/7 Inc. and the client • Linked metrics to the Quality process and ensured a streamlined and effective process. • Drove and applied Six Sigma concepts and processes in finding the best solution. Provided comprehensive feedback to team leaders, managers, and other stakeholders on quality metrics. Analyzed statistics relative to quality performance and operational performance, realized its impact on the Quality process and implementation, and initiated/implemented actions based on the analysis. • Consulted with clients, top management, industry subject matter experts, Operations management, and functional team members on quality solutions, best practices, potential problems. • Designed and facilitated learning sessions, training programs, coaching sessions, meetings, facilitated Focus Group Discussions, calibration sessions, and other relevant small to big group learning forums. • Identified group, teams, program performance gaps and ascertain training needs to improve quality scores.

• Developed and aligned people's goals to meet client objectives. • Met attrition targets and uplifted morale and motivation of direct reports. Developed organizational strategies in support of program growth. • Managed staffing levels to meet client service levels as well as the financial impacting service level requirements like attendance, adherence, and compliance. • Managed the performance of a cluster of call center team leaders and representatives provided analysis, coaching, and feedback, documented results, counseled, mentored and delegated work whenever necessary. • Managed specific metrics as required by the client or by the company to meet program goals and objectives.

• Troubleshot agent and team level performance on contact center metrics like service level, AHT, ATT, Hold Time, FCR, Quality, Transfer Rate, Absenteeism, and other end-user impacting metrics with a focus on Customer Satisfaction and Retention to achieve client satisfaction, exceeding and meeting departmental objectives, including conversion targets, and lead generation. • Provided objective and specific coaching and feedback related to metric performance, call handling, call quality, and call metrics performance for individual development ensuring that the employees followed their schedules properly as designed. • Developed individual performance plans for agents on contact center metrics and personal development to impact client satisfaction and retention. Carried out team meetings, actively participated in the monthly and weekly meetings. • Used tools to put together analyses and performance reports on contact center metrics to aid in decision making. • Documented general reports on each team member's performance and targets and ensured that they exceeded the targets.

• Monitored the performance of each team member against specified account/program metrics and provided the necessary support and assistance for metrics to be improved on, attained, or exceeded. • Performed regular tasks related to team management like coaching and mentoring, giving performance feedback, as well as data reporting on the team's performance. • Performed administrative duties for the team like payroll templates and tracking QoS coaching. • Motivated agents to perform at their maximum capacity to fulfill professional growth targets, enhance the productivity of the account and the overall profitability of the company.

• Implemented a new account which involved constant communication with managers/clients, proposed ideas that helped enhance the current process. • Attended client training for customer service and technical support in Vancouver, WA for the new account implemented in our Manila site. • Performed administrative duties for the client, such as SAVEs reports and Tier3 ticket reports. • Monitored eReps' performance according to the productivity, competency, and quality standards set by the client for both customer service and technical support. • Performed coaching and mentoring, gave performance feedback, as well as data reporting on the team's performance daily.

• Provided comprehensive and quality customer service through appropriate and accurate responses to customer queries.