Albert Besanez Email & Phone Number

Central Luzon, Philippines

Austin, Texas, United States

Remote

Remote

Knowledge Base owner taking full responsibility for the correctness, completeness, and usability of the KB for a particular product.Key Responsibilities:*Making sure that support tickets are covered by complete, accurate and clear knowledge basearticles with easy to apply step-by-step instructions.*Making sure that knowledge base is organized.

Take technical information and boil it down into concise, world-class articles that are easily found by customers and support agents.Interview subject matter experts and marshal all the information required to meet the objective of the article.Key Responsibilities:*Planning and monitoring implementation of technology-based learning programs.*Taking.

Clark, Philippines

• Tools Used: MS Office: Excel, Outlook, Powerpoint, Estart Timecard/Payroll edit tool, WFMnow, Avaya CMS, Delta (Rio), Salesforce, OMS (Ordering), CAP Work Flow Engine, SharePoint
• Maximize revenue generation to reach long and short term financial projects
• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Convergys’ mission.
• Provide day-to-day supervision and management of directly assigned team of Support Professionals.
• Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner.
• Under the direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop.
• Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure.
• Administer and manage payroll in accordance with company policy and procedures.

• Act as POC for the team in the absence of Team Manager
• Designated as a Site Product Lead - Site Product Lead handles a Group of 5-7 agents assigned to work on specific features and products and the first source/POC of the group
• Extract data and create tickets from Host Problem Reports filed by Level 1 agents and assign them to specific member under my group
• Responsible for monitoring each ticket and making follow-ups to assigned agents on a daily basis
• Responsible for contact Product POC if further escalation is needed when ticket remains unresolved after attempting necessary troubleshooting steps/procedure
• Research for fixes and resolutions to member’s issues that seems to be irresolvable by Level 1 and perform callbacks to assigned tickets with end-to-end ownership