• Operationso Promote people first culture by consistently recognizing top performing agents. Includes incentive pay-outs, bonus sharing, new incentive programs, account fun activities and community commitment.o As account head of Macys Tarlac, manages the daily performance based from internal and client goals.o Performance Management to improve agents and support performance. Conducts weekly and monthly performance review meeting with coaches/team leads to check actual versus goal metric standards. o Monthly FGD and town halls with agents to provide account updates like enterprise and geo rankings, major KPI updates (CES, CP60, Quality, IVM, SA and Attrition.) Address agents concern hindering them in doing their job properly.o Conducts weekly and monthly audit on agents and support action plans addressing trended behaviors and if agents are improving or action items need revision.o Collaborative discussion with other managers and DOO in improving center performance on major KPIs, financials, lost hours and mitigates the impacts of disabilities and other shrinkages that affect our daily operations.o Attend WBR, MBR and QBR meetings.• Financialso Creates daily margin tracker to check the account’s financial health. o Revenue – billable FTE (production and training), account management, bonuses, approved overtime and overages, ongoing client trainings, LOB coverageo Cost of Sales – production and non-production expenses, client time offs, shrinkages (attrition, adherence, leaves, VTOs, OT)o Creates internal voice estimates and align it with DMT and EOM invoices.o Attends weekly and monthly financial review with the business analyst and check the running account financial status, possible revenue ops and risks. Creates action plans to improve gross margin %. Including weekly invoice review with the client.o Attends budget and forecasting review for current and succeeding year to make sure that account is financially healthy (regular and ramp season).

• Manages cluster performance based on client requirements. Conducts monthly and weekly performance review with the cluster coaches and OSE. Daily touch point with the cluster coaches based on the day-to-day operational requirements of the account.• Collaborative discussion with other managers and Director of Operations on how to improve center performance on CSAT/NPS, financials lost hours and mitigate the impacts of disabilities and other shrinkages that affects our day-to-day operations • Observes coach coaching observations on with their agents using the ESP Method and conducts 360 degree feedback to all coaches.• Creates coach action plan to bridge the gap of coaches in terms of their knowledge and skills in effectively managing their teams through coaching, performance management, outlier management and promoting a work fun environment. • Attends meeting with managers during discussion of account status (financial and performance), DDA sessions, attendance discussions, client performance reviews. • Currently managing total number of 99 agents and 7 coaches.

Work Description: • Manages cluster performance based on client requirements. Conducts monthly performance review with the cluster coaches, DPS and agents. Perform Daily and Weekly KMI to the cluster coaches to check if the cluster action items are within track and being executed properly, MSOC sustainment, discuss bottom performing agents, coaching plans for the day and week, CCF follow up, center initiatives and hot items. Focus group discussions are also conducted on a monthly basis to check if the cluster agents are getting the support that they need and any concerns that might hinder them to perform their daily tasks. • Creates coach action plan to ensure that they are managing their day to day tasks and effectively uses performance management mandated by the client and SITEL. Assists coaches as well in doing root cause analysis on the failing metrics and create an action to close the knowledge and skill gaps of the agents. Tap resources to conduct leadership trainings with coaches. • Covers the 1st day of Transition of Nesting agents in the cluster (Nesting contract, internal memo on iWFT. Gross customer abuse, critical work day and absenteeism, aux usage, input metrics). Setting expectation and goal setting were also included to ensure that Nesting agents are fully aware of their performance expectations. • Conducts Capability building to cluster agents to equip them some skills in identifying behaviors causing failing metrics and how they can improve it. • Attends meeting with managers during discussion of account status (financial and performance), DDA sessions, attendance discussions, account events and performance reviews.

Work Description• Conducts weekly audits to all coaches on their execution of the different Operations Manager Coaching Tactics to their agents, its effectiveness and over-all impact of the behavior driving the metrics to meet or exceed the goals. • Train newly promoted Coach Track Trainees and Quality Analysts on the different tactics as additional tools to effectively provide feedbacks to agents, communicates performance expectations, conducts performance analysis to identity effective coaching opportunities, and creating SMART Action plans. • Create new materials to help coaches and agents on how to effectively communicate all changes to our customers through skill transfers and acceleration huddles.

Work Description: • Conducts weekly audit to the all Coaches and Managers on how they execute their daily performance management tools like performance reviews and development sessions, effective root cause analysis and SMART action planning, identifying gaps based on their monitoring/audits and matching it with effective action items to close the gap. Helping all coaches identifying possible rework on their daily tasks and reduce it, identifying process flaws and escalating it to the proper channels, and continuous improvement of the performance management tools. • Weekly MSOC Touchpoint with the client to communicate the result of the audits, discuss success stories from the coaches, improvement on processes and how can we further help the coaches and managers in executing their daily performance management tools.• Attends to weekly intervention process with the Vice President for Operations, Director of Operations and Sr. Operations Managers to discuss on how we can improve the can do betters of the coaches and assist them to close the gaps to effectively execute their daily performance management tool on their belts to drive performance by addressing the agent’s specific most impacting behaviors. • Teaches and train coaches, CTTs, Learning Specialist on the actual usage of the different performance and process tools like visual communication boards to communicate the actual performance of the team, and weekly and monthly performance reviews to check the actual performance versus the goals of the trainees, agents, learning specialists and coaches. Effective root cause analysis using Siebel Dashboard, DartVUE, Universal Quality Observation and Reporting Tool (UQORT) and Process Flows. And creating SMART including action items targeting the specific behavior identified from the root cause analysis, weekly touch points and sustainability measurements.

Work Description: • Manages OCP/Filtering performance based on the client requirements. Conducts weekly performance reviews with the cluster coaches to discuss performance of the agents if they are meeting the performance standards or we need to end their contract due to performance. • Ensure that all tech trainings, coaching (AQS, DDA, and Performance Reviews) and debriefing sessions are conducted to ensure that all our agents are equipped to do their tasks. • Weekly discussion on tech and coms related behaviors are also conducted based on the metric analysis worksheet of the OCP/Filtering DPS. • Attends weekly business review with the client to discuss the OCP and Filtering weekly performance.

Work Description: • Manages team’s performance based on client requirements using MSOC/OMCT Methodologies and Principles. • Monitor agents to identify knowledge and skill gaps and do the necessary coaching (feedback through DFM) to ensure that those gaps will be addressed immediately. Conducts weekly performance reviews to discuss the actual scores of agents versus their weekly goals. Action items will be outlined with the agents to ensure that they know what to do to meet/exceed their weekly goals.• One-on-one session with Coach Apprentice who is shadowing the team to ensure that he all the requirements as outlined in the CTT Shadowsheet and in preparation for their actual MSOC and OMCT Training.• Weekly touch point with the team DPS to discuss her observations for the week based on her metric analysis worksheet.

Manages team performance based on client requirements. Do one-on-one performance reviews, agent development through coaching sessions, work closely with operations manager to enhance skills of agents to move them to the right direction. Created action plans using MSOC Methodologies for agents not meeting their targets and development plans for exceeding goals. SE Yahoo EscalationManages the Yahoo Escalation LOB and ensure that client requirements are being met. Ensure that everything is tracked from monthly forecast vs. actual delivery, AHT, abandon rate, current and previous month’s volume, service level, outbound and financials including lost revenue. Send the weekly and monthly YET volumes to our vendor manager showing the strong performance of the team. This will also include the calls tracked based on the escalation from 9 SE DSL centers. Attends Bi-Monthly YET review with AT&T YET Network Operations Engineers and other vendors to discuss changes on the current processes, invalid tickets referred to NCG, latest updates on AT&T Yahoo portals and events. Collaborate with AT&T M&P with the new processes to be implemented to different centers to ensure that invalid calls will be minimized and escalating agents will have the necessary tools to assist their customer. This also includes the process flow to follow and My CSP articles to use. Updates team metrics using the balance scorecard and VBM (Variance-based Management format). This will effectively identify the focus group agents; pass rate and moving the negative variance to positive trend. Awards: AT&T Service Excellence Award - Top Coach – 2nd Quarter 2012; UNO Top Coach and Top Team – 2nd Quarter 2012

Advance troubleshooting on DSL connectivity, email and AT&T products configuration, file and printer sharing and basic pc troubleshooting within the scope of boundaries.Awards: Top Product Specialist for 1st and 2nd Quarter of 2008

Troubleshoot DSL connectivity for home networking customer, email and AT&T products configuration, file and printer sharing and basic pc troubleshooting within the scope of boundaries.

Troubleshoot DSL connectivity, email and AT&T products configuration and basic pc troubleshooting within the scope of boundaries.

Encoded monthly data from the submitted survey results like monthly report summary, landed catch and effort monitoring (length measurement), landed catch and effort monitoring (weight measurement). And attended other task related to the work.Upgrade and maintain the regional website with URL: http://region1.bfar.da.gov.ph by encoding the latest news updates around the region, latest programs and services, trainings and seminars and calendar of activities. Assists the systems administrator in maintaining the local area networking of the office and new software installation. Attend regional and national Information and Communications Technology training, seminars and conferences.