Benedicto Jr. Aban Email & Phone Number

North York, Ontario, Canada

Cagayan De Oro City, Northern Mindanao, Philippines

Manages client accounts within the global Customer Service organization; managing communication and acting as the client’s primary point of contact.Understand the client’s goals and expectations and partner with Operations to ensure effective execution of deliverables.Proactively maintains regular engagement with key client contacts in line with client expectations.Ensures delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures.Identifies valuable trends and metrics to share with client to bring increased value to their program.Prepares and presents business reportsIdentifies and implement best practice through interaction with the wider team that improve the customer experience and company performance.Identifies further opportunities for services and process improvements.

Cagayan De Oro

Job DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Essential Functions/Core Responsibilities• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)• 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 applicable legal requirements• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)• Create and maximize relationships with client partners• 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• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders

Cagayan De Oro

• Manages a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.• Manages and strengthens Client Relationship.• Acts as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations• Manages team performance and responsible for the overall development of the team• Institutes creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.• Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.• Handles escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.• Responsible for daily, weekly, monthly reporting to Clients as per their requirement.

Cagayan De Oro, Philippines

• Provide telephone support related to networking or connectivity issues.• Pitch Support Offerings to Customer with Out of Warranty devices (SALES)• Install and configure wireless networking equipment.• Troubleshoot network connectivity problems for users or user groups• Configure and define parameters for installation or testing of wireless local area network (WLAN).• Identify the causes of networking problems, using diagnostic testing software.• Research hardware or software products to meet technical networking or security needs.• Provides wireless network design and layout to customers.• Configure Local Area Network (LAN) routers or related equipment.• Install or repair wireless networking equipment• Provides training (product and process updates) to EnGenius™ representatives.• Creates Help Center Articles (EnGenius Technologies)• Handles Forum Moderation• Receives escalated calls for customers asking for higher level support• Subject Matter Expert• Handles Client EnGagement if Supervisor/Manager is not available • 10 years of Technical and Customer Service Experience

Cagayan De Oro

•Facilitates New Hire training for a specific LOB• Facilitates continuous training programs for product support personnel.• Designs modules and develops session plans based on reference materials given by clients and transforms them into product guides, presentation materials, and product guides for employees' reference• Evaluates CCPs on a monthly basis to identify learning opportunities to improve support• Conducts reinforcement training and calibrations

Cagayan De Oro, Philippines

• Provide telephone support related to networking or connectivity issues.• Install and configure wireless networking equipment.• Receives escalated calls for customers asking for higher level support• Resolves pending cases from Level 1 support. • Handles escalations and client engagement to discuss bubble-ups and to plan out workarounds for resolution

Cagayan De Oro, Philippines

• Provides technical support for Home Networking Products -- Wired/Wireless Routers, Network Interface Cards, Hubs and Switches.• Receives escalated calls from Level 1 Support

Cagayan De Oro, Philippines

• Provides technical support for Home Networking Products -- Wired/Wireless Routers, Network Interface Cards, Hubs and Switches- Level 1 Support• Pitch Support Offerings to Customer with Out of Warranty devices (SALES)

Bachelor Of Science In Business Administration (Wes Certified - Bachelor'S Degree, Canada 2023), Business Administration And Management, General

Diploma In Computer And Electronics Technology, Computer Hardware Technology/Technician