Carol Eran Email & Phone Number

Bellaire, Ohio / Manila, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Demonstrate unsurpassed leadership and render expertise in managing production and monitoring quality aspects of the program, to deliver end to end customer service excellence♦ Keenly studied client requirements and conducted recruitment and sourcing exercises accordingly♦ Played major role in developing quality assurance training platform, and designing performance metrics ensuring department meets client expectations♦ Studied existing processes, identified gaps, and suggested/implemented QA/SV guidelines and accountability policies and procedures♦ Enforced quality assurance and compliance amongst all team members, and exceeded expectations for superior customer service, maximum revenue generation, high agent productivity, call efficiency, high attendance, low turnover, and budget adherence♦ Highly instrumental in designing call monitoring form based on client assessment needs♦ Worked in close coordination with the operations department and suggested immediate actions on red flagged issues♦ Imparted guidance, coaching and mentoring to QA and supervisors, including training to QA analysts for inbound and outbound♦ Conducted calibration sessions with the centers and clients, and listening sessions with operations and the QA teams♦ Participated in planning the call center's ergonomics to accommodate a growth in personnel throughout tenure♦ Regularly reviewed call center statistics to ensure that all the quality standards are metSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Sbma Zambales, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Oversaw and managed the team's operation to ensure continued application of technology and business practices in the design and implementation of initiatives to ensure compliance and quality♦ Keenly observed and analyzed all activities conducted, and ensured service levels, standards and key metrics are met♦ Develop an effective sales campaign, and executed them with due diligence while monitoring the progress in a timely manner ♦ Jointly collaborated with the training department to identify training needs of employees, and strictly adhered to the client’s policies, procedures, and standards ♦ Submitted detailed reports to the vice president operations, for decision making♦ Monitored call recordings, and conducted one to one meetings with the team leaders to define the future course of action and improvements♦ Coordinated with Ellick Corporation Operations support groups (IT, Quality Assurance, Telecoms) for the project, or campaign’s needsSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Pasig City, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Tasked with the responsibilities to manage key strategic initiatives, business process improvements and projects within area of responsibility♦ Managed production, quality and sales validation processes and ensured delivery of optimum productivity and efficiency in operational and financial plans♦ Led strategic planning efforts in driving campaigns, and managed responsibilities for multiple accounts or significant components of multiple projects to the chosen center for the programs♦ Works in close coordination with the management and staff to resolve operational issues, perform customer negotiations, and ensure maximum customer satisfaction levels♦ Held accountable for the overall performance of the centers against set goals for quality, cost and delivery♦ Checks and verifies weekly/monthly invoices of the centers before submitting it to the client♦ Effectively manages change and technology transition to ensure maximum productivity and efficiency♦ Collaborates with cross functional teams to resolve client issues, and managed healthy relationships with partners/sitesSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Pasig City, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Spearheaded efforts to develop new accounts, and facilitating client communications, and grow business partnerships with clients by offering proactive solutions ♦ Studied existing processes, analyzed industry servicing trends, and implemented proactive corrective measures, to ensure optimum client satisfaction levels ♦ Performed due diligence and addresses all concerns and complaints of the client in an accurate manner ♦ Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making ♦ Effectively downloaded organizational objectives to the staff, and developed rewards and recognition programs to boost sales and revenue generation♦ Geared all focus on proper recruitment of staff and identify training needs♦ Strictly adhered with all organizational norms, and maintained proper documentation of recordsSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Pasig City, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Led, mentored and coached a team of quality analysts, implemented program specific guidelines, and maintained measurements for tracking quality performance by program, supervisor and CSR♦ Involved in task scheduling and allocating resources for maximizing quality assurance programs, and ensured seamless communication regarding performance parameters on a daily basis♦ Conducted periodic review sessions to ensure standards and client requirements are being met consistently♦ Provide assistance, information to operations to assist with achieving program specific quality requirements♦ Periodically verified sales based on clients set deadlines♦ Structured all aspects of procedures, and technological upgrades for the sales verification department, and streamlined all activities♦ Managed to set up the department in a globalized process oriented divisionSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Recognized, applauded and rewarded as Department Head of the Year in 2006♦ Led efforts in strategic planning and implementation, scheduling client monitoring sessions, and implementing new program startups with a focus on screen accuracy, approving materials, creating campaign notebooks♦ Actively involved in performance evaluations of the staff, supervision of all activities of representatives/sales verifiers, and accomplished monthly calibrations and audits of the Call Center♦ Played a key role in approving, writing and editing scripts, and approved client materials are used for education and calling♦ Held accountable for improving results related to compliance, sales skills, monitoring presentations skills and sales verification results—evaluates and monitors♦ Maintained proper and timely primary communication with the account managers, and participates in client’s visits ♦ Collaborated with Supervisors and Shift Managers on performance/quality issues ♦ Pioneered all aspects of operations management, and rendered expertise as senior operations manager during the merger of IMS and Epixtar♦ Reviews scripting to ensure TCPA requirements are met for new scripting before being released to the floor♦ Ensures communication and consistency with regard to program updates, performance expectations, monitoring/call quality requirements, and coaching expectations between shifts and Supervisors♦ As an Operations Manager, assisted in meeting quality and performance metrics as outlined by Epixtar management♦ Assist in the development of TL’s, Team Leaders and Sales Executives through staff observation, coaching, feedback, monitoring on a daily and weekly basis ♦ Highly active on the floor and devoted 40% of the time in coaching, mentoring and guiding the team leaders and sales executives♦ Recommended and discussed potential training needs for staff and assist the with implementation processes when necessary

Alabang Ctr, Muntinlupa

ACHIEVEMENTS & RESPONSIBILITIES♦ Rendered expertise on the floor, to exceed organizational expectations, and achieve the highest performance goals and objectives are met for the client and Epixtar♦ Efficiently managed Team Leads in identifying, recommending and implementing changes to improve quality and performance of the team and provide timely and effective feedback to Team Leads regarding performance measures related to each projectSELECTED SKILLS✓ Productivity & Efficiency ✓ Quality Assurance ✓ Call Center Operations ✓ CRM ✓ Process Improvements ✓ Team Management ✓ Sales Validation ✓ Resource Allocation ✓ Task Scheduling ✓ Sales Verifications ✓ Performance Management ✓ KPI deliveries ✓ Operations Management ✓ Campaign & Vendor Management ✓ Strategic Planning ✓ Customer Negotiations ✓ Quality Assurance ✓ Customer Need Analysis✓ Training and Development ✓ Project Management ✓ Leadership & Supervision

Ortigas, Pasig City, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Oversaw staffing, scheduling, and workforce optimization initiatives for call center, client site support, warehousing and fulfillment, processing, reporting, and facilities management.♦ Directed business development and engagement management activities. ♦ Interfaced with client executives to identify business needs and develop solution strategies.

Libis Quezon City

ACHIEVEMENTS & RESPONSIBILITIES♦ Leveraged team handling and leadership skills, spent 80% time on the floor, and assisted Lead Agent and call center agents with questions and issues related to the project♦ Focused all efforts to mentor and coach agents on aspects of service deliveries and timely project executions ♦ Conducted close monitoring of the agents call’s through wave file recordings and side by side monitoring, silent monitoring and provide feedback and co-create an action plan with agents for continuous improvement ♦ Conducted outsourcing trainings for all inbound and outbound programs♦ Created and compiled all documents for DIGITEL Training: Communication Skills (accents and speech), Motivation, Culture Familiarization around the globe (especially in the U.S.), Proper Selling enhancement and techniques to persuade Customer to purchase the product (closed-sales)♦ Researched all information regarding the products and relay precise and correct information to the agents♦ Increased the number of sales by 50% through good coaching and motivation

Makati City

ACHIEVEMENTS & RESPONSIBILITIES♦ Handled customer inquiries, complaints, and service requests. Managed a high-volume workload within a deadline-driven environment♦ Displayed in-depth knowledge of call center business processes to enable improvement in both service delivery and profitability♦ Engaged in handling inbound calls, managing emails, data entry, and record keeping

Ortigas Pasig City, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products♦ Recorded details regarding customer conversations, prepared MIS reports for decision making, and managed weekly schedules

Libis, Q.C.

ACHIEVEMENTS & RESPONSIBILITIES♦ Demonstrated accuracy in query processing, quality customer service, professional demeanor, and proficiency with technology♦ Answering multiple line of inbound calls, filing, typing and responding to all E-mails

Ortigas Center, Pasig City, Philippines

♦ Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service♦ Executed daily posting of service tickets, data entry of customers personal data, follow up with all customers concerns