Christopher Duran Email & Phone Number

Calabarzon, Philippines

Currently assigned as 1 of the 4 Team Leads for Service Desk US organization. Chris is a member of Client Services Assurance team in Manila and is currently managing different roles including process trainer, project member/owner, Service Desk subject matter expert and part of the Major Incident Management leads roster. Key Roles/Accomplishments:- Transition Training Lead (Bangalore, India; February 2017)- Facilitated T3 (Training The Trainers) for vendor Accenture (February 2017)- GLOM Transition Training (Accenture Cebu, August 2018)- QA New Support Training (January 2020)- New hire training (January 2020)- Cross-functional Support Training (Ongoing)

Part of the original leads roster for Inbound Call Group (ICG) back in 2010; role included workforce management, subject matter expert, process and new hire trainer, escalations point of contact and other related operational needs. Chris led 7 new hire training classes for the Inbound Team and facilitated hiring interviews.Key Roles/Accomplishments:- ICG new hire training and cross functional training (including material building)- Delivered new hire training for the program (total of 7 batches with average headcount of 15 FTE per training batch)- Led the group’s senior members (leads) while heading both Training and Quality teams.- Spearheaded key projects (ICG V2, Call Reduction, QA audit system, T3 material).

Handled real time Operations support for Service Assurance Inbound team. Role included workforce management, subject matter expert, escalations point of contact and other related operational needs. Also a member of the Operations Quality team who monitors performances ranging from calls, ticket management and chat transcripts.

I handled real-time Operational support as Service Desk subject matter expert, escalations point of contact and workforce management. Previously assigned as one of the Quality Specialists for the group. I was also assigned as Training Lead and Workforce Analyst. I led several team projects and reports including Transfer report, ICG V2 Project (Hand Off Improvement) and Call Reduction project contributor. I also led several work transition to Manila office including VoIP support, ticket management and triage. Also a member of the company Newsletter team, Photography and Badminton Social Clubs.

Managed a team of 16 customer service representatives supporting an Australian Telecom account focusing on postpaid provisioning and account management. Led LOB and site-wide projects including Center Capacity Management, CSAT and Quality-driven projects. Acted as Senior Team Lead for assigned line of business.

Region Iva - Calabarzon, Philippines