- Lead program management team for multiple LOBs across the Philippines and India- Change management process and coordination with Business Controllers, Service Delivery, Legal, Training, Quality, Technology, WFM for program maintenance and implementation- Financial & Performance Acumen – Invoicing Validation (0 Billing errors), Scorecard Validation. - Established SLA with suppliers/RU and holds them accountable for delivery costs, quality and timeliness- Works closely with… Show more - Lead program management team for multiple LOBs across the Philippines and India- Change management process and coordination with Business Controllers, Service Delivery, Legal, Training, Quality, Technology, WFM for program maintenance and implementation- Financial & Performance Acumen – Invoicing Validation (0 Billing errors), Scorecard Validation. - Established SLA with suppliers/RU and holds them accountable for delivery costs, quality and timeliness- Works closely with sales in efforts to drive growth to existing programs including defining solution alternatives- Negotiates contract terms associated to customer Change Management as appropriate and tracking milestones and financial commitments- Hold kick-off and launch meetings to drive new programs or projects communicated by the client- Reports information and advises executives about key issues and strategies to resolve contract, business or commercial issues- Assures commitments to client are met on time- Site & SOW audit support lead Show less

- Responsible for relationship management with clients and serves as the primary management contact and client liaison.- Provide excellent client satisfaction and client communication.- Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business- Serves as mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new… Show more - Responsible for relationship management with clients and serves as the primary management contact and client liaison.- Provide excellent client satisfaction and client communication.- Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business- Serves as mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing solutions to clients- Client visit support lead – preparation, coordination with Operations and presentation- Lead new line of business launches- Formulate monthly revenue forecasts and citing revenue drivers or root cause of not meeting month-end’s revenue goal- Responsible for client invoicing; program scorecards & BCP management- Write weekly/monthly client reports, with data analysis, and recommendations for improvement Show less

• Direct interface with the client• Organize and lead formal client review• Review agent-level data and other appropriate information to assess performance trends and recommend solutions for improvement to operations• Approving invoicing generated by BAs before sending out to client• Participate in tests calls and systems testing to make sure all systems are go as program/project pilots go live• Provide support in BCP creation/revision• Managed Team Leaders and Quality… Show more • Direct interface with the client• Organize and lead formal client review• Review agent-level data and other appropriate information to assess performance trends and recommend solutions for improvement to operations• Approving invoicing generated by BAs before sending out to client• Participate in tests calls and systems testing to make sure all systems are go as program/project pilots go live• Provide support in BCP creation/revision• Managed Team Leaders and Quality Team all at the same time to maximize my support to the business, Aid on Talent development and understand agent level challenges to have a wider view of the business processes and challenges.• Conducted regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. Show less

• Supervised production, planning and training actions needed to agent customer service and suggested possible solutions to meet the desired goals.• Consistent top Team Leader on CSAT• Executed team concepts to drive performance and promote employees morale.• Provided leadership in handling a specialized Queue (Outbound Collection & Marketing Queue) and created metric goals, direct client interface during launch preparations, weekly performance review from launch date. Consulted and… Show more • Supervised production, planning and training actions needed to agent customer service and suggested possible solutions to meet the desired goals.• Consistent top Team Leader on CSAT• Executed team concepts to drive performance and promote employees morale.• Provided leadership in handling a specialized Queue (Outbound Collection & Marketing Queue) and created metric goals, direct client interface during launch preparations, weekly performance review from launch date. Consulted and asked on best practices internally and with the client due to team’s consistent performance. Show less

Petbowe Chemtrade