Christopher Angeles Email and Phone Number

-End to End engagement brokering for Onboarding and Steady State commercial activities as per the TPO Program-Ensure all TPO activities within the portfolio are delivered in a manner consistent with TPO policy and regulatoryguidance across all risk engagements-Acts as TPO Process and Tool SME for the business Delivery Managers and Portfolio Managers-Support new DMs to understand the TPO Program and process-Face of TPO to Delivery Managers, Executive Sponsors and Portfolio Managers from the Line of Business (LOB)-Ensure SOS duties are delivered in an efficient, effective and sustainable way in line with internal SLA’s, KPIs/KRIs-Ensure all TPO activities within the portfolio are delivered in a manner consistent with business objectives, TPO policyand regulatory guidance-Determine appropriate process for third party engagements (Out of Scope, Specialized Service Categories, COMPASS,etc.)

•Analyze contact volume trends andprovide scheduling to best meet thebusiness demands•Analyze potential performance usingvarious scenarios on staffing, contactvolume and shrinkage•Assess staffing requirements andimplement schedule changes andschedule recommendations•Identify call center volume trends andaverages on a daily, weekly and monthlybasis•Create schedules based on staffingmodels that meets business needs andgoals•Provide input to Contact SeniorLeadership on the staffing and callvolume assumptions•Suggest efficiency recommendations asand when required to improve staffingand scheduling•Initiate projects to enhance and/orautomate our workforce related

•Monitor agent schedule adherence usingreal time adherence software and call outnon adherent events to operations•Coordinate with WFM and other analysts onthe same campaign to ensure continuity ofcoverage and distribution of up to theminute statistical data•Work closely with operations managementto assist them in enforcing scheduleadherence and call time thresholdguidelines•Inform Operations Management sodecisions can be made regarding overtime,excess capacity, and off phone activitieswith up to the minute statistics•Provide Historical reporting compilation asrequired•Create ad hoc reports with utmost priorityon providing consistent and accurate data•Process real time requests such as but notlimited to segment entry, adherenceadjustments, schedule correction, andinquiries coming from operations and otherbusiness partners•Process skill audit/changes and breakoptimization to ensure adequate staffing

Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone activity with the Global Command Center.. Handle Daily attendance records and reporting.. Management of daily early out process and exceptions documentation.. Generate Call Management Reports (CMS) and Analysis that are important to the business.. Create ad hoc reports, ensuring consistent and accurate reporting of metrics.. Responsible to meet schedule compliance goal and ensuring the all segment exceptions are entered in eWFM. Coordinate with Global Command Center in administering overtime, voluntary time off activities, and paid time off’s.. Drive the process for creating, maintaining and improving upon WFM processes with business partners. Works closely with the scheduling team and the time away team with request concerning schedule changes, adjustments, training and attrition. Monitors the bankers’ skill changes and allocation and making sure that they are skilled accordingly . Reviews adherence adjustments request. Coordinate with HR regarding employee termination/suspension and all other HR related matters.Documents, Analyze and Submits Business Reports for Operations and Managers review. Manages Operations Service level . Monitors bankers’ activity. Manages server settings to manage service level. Closely coordinate with Operations and ROCC team regarding queue status and issues involving operations. Service Level Chat Leader (Host), answering all queries of operations . Monitors multiple sites (Cebu (2 sites), Manila, Columbus, San Antonio, Rockford, Houston, Arlington)

 As a Customer Service Specialist for Chase Home Lending under Retail Financial Services, I assisted customers regarding their Mortgage. This includes financial accounting and analysis based on the customers’ inquiries on but not limited to Payments, fees, Original Loan documents, Taxes, and Insurance. I am also tasked to convert sales opportunities into an actual sale. These sales opportunities include but not limited to Home Equity, Home Equity Line of Credit, and other types of loans and services available to customers.

, I was tasked to oversee sales performance of my teams. I facilitated up trainings to ensure that my teams are equipped with the right knowledge of the products, services, and other type of loans we are selling. I also facilitated team meetings to talk about the team’s performance and to seek any opportunities to improve it. I also did mentoring and coaching to the members of my teams to provide feedback on their individual performance. Part of my responsibility as a Sales captain is to generate reports to update my teams on their individual performance and our team standing.

Pitching, objection to rebuttals and closing the deal are the three main things that I do as a Sales Representative for Dish Network. As a Sales representative for a Satellite TV Company in the USA, I developed a keener sense of knowing when to match the product to the customer as each one has different wants and needs

I take in calls from AT&T customers who have service issues with their TV, Phone line, and/or Wireless Gateway, a device which makes all video, phone, and internet connectivity possible. In line with this, technical troubleshooting was aptly done in response to the above-mentioned service issues.

As part of the credit card acquisitions line of business, I processed credit card applications from either existing Chase clients or interested parties.Attention to Detail and a drive for increased sales was a behavior greatly developed during these years as I have to meet certain metrics in order to stay in the program.