Billy Cabilbil Email & Phone Number

Valenzuela, NCR, PH

Philippines

Philippines

• Change Practitioner and Change Portfolio Management certified who is currently leading the enterprise digital transformation change management strategy, governance and change maturity uplift for the PH portfolio.
• Established and institutionalized the PH Change Management Framework, methodology, governance and ways of working
• Led the AIA PH enterprise-wide Change Management Enablement Program with an attainment of 4.61 out of 5.0 overall training satisfaction feedback across 120 training participants.
• Leads the change management enablement training, workshop facilitation, coaching and advisory
• Implemented the Change Management Enablement Toolkit and eLearning to ensure consistent approach to project delivery
• Provides support to project teams to ensure on –time mobilization of change management resources across in-flight and upcoming projects

Philippines

• Accountable for the overall service delivery operations and contact center touchpoint management across voice and non-voice touchpoints with +120 FTEs
• Achieved >85% SLA and group customer service standards for AIA PH, BPI AIA, CITI and Vitality
• Met project benefit realization commitments within 2 years post implementation
• Demonstrated vendor and stakeholder management in driving action plans to improve CSAT and NPS
• Change Management owner of the contact center for all operating process, system changes by driving adherence and adoption
• Responsible in the budget forecast and management against the projected spend through volume and cost reduction initiatives

• Implemented the end-to-end Training & QA business framework and program in Operations with 400+FTEs across Insurance Operations, Customer Service Centers and Customer Contact Center with a team size of ten (10).
• Accountable in the training needs analysis, design, plan and delivery of training programs, policies and procedures to ensure successful onboarding and continuous improvement of staff and management for career.
• Responsible in the achievement of quality and customer experience KPIs
• Managed Transformation and EODB (Ease of Doing Business) top Initiatives of the contact center resulting to digital adoption of customer and distribution portals
• Training Workstream Lead of the One Stop Shop Branch Operations Transformation project focused on Change Mindset training delivery and knowledge transfer
• Piloted the Direct Marketing and Lead Generation Campaign via the contact center enabling agent reassignment and lead conversion

Tarlac Facility

• Responsible for site quality operations of multiple programs and lines of business for Sales, Customer Service and Technical accounts with a span of 40+ team members
• Accountable for the implementation of new programs and enablement of FMEA process ensuring risk control and mitigation
• Led the CSAT, NPS, Handle Time and QA back-to-green improvement plans resulting to increased business and Client satisfaction

• Directly responsible for Account Specific Offshore Quality and Customer Experience management for a leading Telecommunications company
• Accountable for the effectiveness of quality policies, programs and processes of (2) two sites with over 300 FTE’s and (2) two LOB’s
• In-charge of the overall compliance and effectiveness of (2) two Assistant Managers and (13) thirteen Senior Quality Specialists and CSAT Coaches
• Maintains compliance to Quality related SOW ( Statement of Work) requirements
• Provides performance feedback and input to all monitored calls to increase service quality
• Recognized for Quality contributions, value- add activities that yielded to improved performance, discount/bonus in Sales, AHT and Customer Experience Contractual Metrics

Makati Philippines

• Responsible for the overall Team effectiveness constituting (2) two Assistant Managers, (3) three Lead Trainers and (5) five Virtual Trainers for a leading Media and Publishing company
• Accountable for the effectiveness of training operations, programs and processes of (2) two sites with (7) seven LOBs across NA, Canada and ANZ regions
• Defines budget requirements to meet training objectives, tracks and monitors training costs ensuring within agreed thresholds
• Met the COPC Training Audit Certification Standards of the program

• Managed the transition, integration and service delivery implementation for a new financial account
• Responsible for manpower management on a daily basis
• Primary point of contact for Client relations
• Responsible for operational metrics, SLA achievement and team capability building
• Leads Client Business reviews on a regular basis
• Provides feedback and coaching to improve and meet team performance KPIs

Philippines

• Responsible for all aspects of training and quality initiatives in improving Quality and CSAT bridge goals.
• Spearheaded the end-to-end implementation of Agent and Support Recertification and CSAT Academy Bay.
• Collaborated with cross functional teams in meeting training and quality performance standards
• Ensured accuracy, timeliness and relevance of training and quality reports.
• Re-engineered training methodologies and quality processes.
• Developed performance development plans or KRA’s of Trainers and Quality Specialists.

• Supervised and developed team of Trainers and Quality Assurance Specialists.
• Ensured program meets training and quality performance goals.
• Spearheaded and executed all internal training and quality initiatives
• Analyzed data to address challenges and areas for improvement of Operations
• Responsible in increasing New Hire Training Yield and Quality output per agent tenure.
• Promoted efficiency and effectiveness of all training and quality output (i.e., Training and Monitoring/Coaching Compliance and its Effectiveness rate).

• Responsible in rolling out New Hire Client- Specifics and Vitality Trainings from Agent to Management level.
• Ensured increasing new hire certification output or Training Yield.
• Implemented training initiatives in meeting performance target.
• Ensured traction of Update Management Process per Client updates.
• Implemented Agent Product Knowledge Accuracy and Retention drive.

• Achieved nearly 95% of successful BPO job application endorsements post one month of Call Center Agent Core Skills Training/Workshop.
• Acquired =>85% sales target from October 2005 to July 2007
• Designed and developed foundational call center agent training modules and simulation techniques.
• Worked closely with the CEO in marketing the Call Center Training Academy to increase enrollment and referral rates

• Managed the Product Training Team which includes Change Management and Learning Lab team
• Rolled out Product Specifics Training to pioneering accounts (Dell Super Queue, Dell ATG and Telus Project Tony).
• Met =/>90% New Hire Training Yield across all waves through Applied training approach.
• Implemented DELL Digital Home Training Agenda to re-engineer classroom training.
• Ensured organization and effectiveness of New Hire and Recurrent Training across the programs handled.
• Collaborated with Quality and Operations in meeting sales and customer service performance goals.

• Trained and certified New hire batches inclusive of Operations Managers, Team Leaders and Quality Assurance Analysts
• Created and implemented training programs to boost sales performance
• Created Training Modules and Designs that resulted from Training Needs Analysis.
• Conducted Floor wide Product Assessment reviews to all outliers in weekly, monthly and as required basis.

• Ensured monitoring and coaching compliance is met on a daily, weekly and monthly basis.
• Responsible in increasing if not meeting team quality performance target; =>85%.
• Promoted QA Advisories and Client updates regularly.
• Initiated Quality Incentive programs to increase team and individual quality target.
• Conducted regular team huddles if not individual coaching to address daily, weekly, monthly and quarterly errors in the Quality Monitoring guidelines.

• Provided inbound sales services to Dell consumer market share.
• Top Sales Agent from June to September 2003.
• Top Quality Performer from June to September 2003

Philippines

• Responsible in conducting Orientation Day Seminar (ODT) to all new sales associates
• Assessed, trained and certified new sales associates
• Rolled out sales development training programs
• Worked closely with the Branch Sales Training Team in meeting and increasing sales productivity on a regular basis