Cyprian Jade Basa, Clssgb Email & Phone Number

Philippines

Reporting directly to Senior Director for Operations, supporting more than 1,000 agent FTEs across Pasig and Iloilo sites with 27 QA staff and 2 QA Supervisors. Key Achievements: Team Management• 125% increase in eNPS during the transition to my management. • Rolled-out personal development training for L1-L2 staff consisting topics on Six Sigma Yellow Belt, Artificial Intelligence Introduction, Data Analytics, and Customer Experience Management. Quality Assurance and Customer Experience Management• Manila and Iloilo improved 5.2% and 3.3% consequently in Customer Experience for fiscal year 2023.• Manila ranked #1 in CXS for the first half of 2024, Iloilo showed 0.32% increase in CXS achieved through Soft Skills improvement.• 8% improvement in efficiency through provision of AHT-based quality insights, 30 seconds reduction Q3 2024. • FCR Roadshow and Targeted Behavior Strategy resulted to 4% increase in FCR for Q3 2024.Projects with Dollar Savings: • Driving self-serve to avoid Repeat Calls: 2.35% increase in CXS and $95,000 (5.5M Php) annual savings. • Client Escalation Reduction Project: 63% reduction overall client escalations for 2024 = $10,563 GDW & SR monthly savings through the Auto-escalation strategy. People Development• Rolled-out campaign specific learning courses in Transcom University.• Rolled-out QAPI development training for Team Leaders on Data Analytics, Root Cause Analysis, and Impact Calculation. • Certified and Onboarded development coaches on quality assurance management.

Key Achievements:Quality Assurance and Customer Experience Management • Rolled-out Campaign Root-cause Analysis Tool targeting all major customer experience KPIs. • Improved average Quality performance rating based on corporate audits by 5% during fiscal year 2020, 8% by 2021, and 2% by 2022. • Established SPEAK-Verint Database which resulted to 4.2 CXS and +3.33 NPS vs. baseline of 3.49 and -51 consequently. • Co-headed High 5 Pro Training which improved CXS to 4.5, +66 for NPS, and 32% Pleasant Tone rating of MHN CCRs. • End Call Satisfaction initiative delivered promising customer experience KPIs: 3.33 to 3.93 for CXS, -36 to +60 for NPS, and 7% to 64% for target participants. • 2022 MHN Management Initiative results: 2.53 to 3.64 for CXS and Quality from 67% to 79%. • CEC-error Elimination Drive launched the year 2022 brought 6.3% increase in the overall Quality performance of Iloilo.• Tactical Quality Project (Habituation) launched for both US Voice and Billing Q1 2023 with 15.27% and 5.33% impact to overall Quality performance. 9.82% increase for CXS performance for USCS.Productivity Improvement• 29.28% improvement on EPIC productivity percentage. • Reduced idle time of 12 minutes and 5 seconds. • 16% improvement rating for AHT (site-wide) from 325 secs. baseline to 273 secs. Final output. • Work-from-home CCRs’ idle item reduced by 38 minutes and 6 secs. and productivity increased by 30%.• Developed a tool-efficiency real-time management system (C-easy V-tool) which resulted to 25% improvement in handle time. Knowledge Base, Process Improvement, & Innovation• Worked closely with operations and submitted a total of 72 process suggestions for clients and14 were successfully implemented.• Launched campaign e-Learning courses to onboard Team Leads on QA and CX improvement.• Created a Google App called Central Journal or Email Auto-notifier using Google Apps Script to improve overall site SLA compliance.

• Reporting directly to the Senior Director and VP achieving targets with the assistance of all Transcom support functions.• My primary objective is to achieve the set revenue target and Gross Profit Margin for the business unit with high employee and client satisfaction.• Currently handling 80 FTEs multi-skilled to different lines of businesses.Key Achievements:Cluster Management• Handled a total of 100 FTEs handling Billing inquiries and transactions• Highest BSC score for Managers Q3 2019 at 3.40• Consistently hitting the BSC scorecard Business Managers• 100% average on overall client compliance on service-level agreements• Successfully turned around the Billing’s score for Quality by 10.60% through an end-to-end service excellence management. • Consistently hitting cluster-wide CXS at 3.45 on average. • Improved NPS from – 5.45 to +30 on average month-on-month since transition and application of digital-based action plans.• Maximized contribution to client scorecard from 13.46% to 16.01% by the end of the third quarter. • In terms of productivity, improved the following KPIs: (ASA down to 54 secs from 201 secs, AHT down to 340 seconds from 370, and Occupancy from 87% to 95%)Knowledge Base & Process Improvement• Key contribution to the improvement in the client process through simplifying IVR/telephony interception for Billing. Created a reinforcement library incorporating KB articles of common call drivers.

Key Achievements: Quality and Customer Experience Management• Overall improvement of 5.48% in Quality and 8.64% for customer experience vs. 2018.• 96% efficiency rate for CCRs trained for Process Recursive Training proposed and initiated by the internal QA Team. • Headed the Quality Boot Camp which resulted to 4.51% increase rate in the quality performance of the target teams. • 105% above the goal Customer Experience performance for Billing and Forwarding LOBs. • Successfully implemented Emotion Work (site-wide) – Specific to Emotional Intelligence resulting to increase in customer experience performance by 30.18% • Co-headed the ECM deck integration to the TBAY agenda which gave the site an 11% improvement on Forms Audit rating. • Spearheaded and Co-headed the following projects/studies/analyses: Identification of Customer Orientation Behaviors, Corp Concern Thematic Analysis, New Hire Performance Analysis, Commonly Missed KBs, Verint Analytics, EPIC Call Analysis, FCR Pilot Project – QA Analysis, Transcom Iloilo Continuous Improvement Plan, and UPWURC Project to 5.0 to improve CCR Call Flow.• Reduced site corporate escalations by 60.78% through the Critical to Escalations program.Contributions to Training• Worked closely with Training on the creation of Quality Recursive materials. • Co-created Training materials on Communication Skills and Customer Experience Improvement.Content Management & Knowlegdebase• Served as the site Liaison for Process Improvements for 2019. • Provided process maps and process disconnects to clients, currently process owners are creating a resource in KB incorporating the process suggestions.• Deployed Interactive Knowledge Bases incorporating QA errors and process confusion.Corporate Innovation Proposals• Incorporation of The Social Media Theory• Bracing for Generation Z: Application of Idiosyncratic Approach• Corporate Reputation Points: Gamifying KPI Improvement

Iloilo Philippines

Kay Achievements: Team Management• Top Team Manager for fiscal years 2017 and 2018. • Biggest CXS and CSAT with 20% increment from 3.5 baseline to 4.18. • Stabilized TBAY performance with impressive throughput: improvements of 170% for AHT and 200% for Quality.• Achieved a minimal attrition rate of 3% for both 2017 and 2018. • Consistently on the top quartile of the Team Managers population on the monthly TL stack rank. Employee Engagement• Worked closely with HR and Branding Team for company-wide activities and engagement events. • Project head for campaign-wide employee engagement events (planning to implementation).Content Management & Knowledgebase• Developed an HTML cheat sheet with commonly asked questions and situations with direct link to related KB articles. • Served as site Liaison for Process and Knowledgebase Improvements on client tools and worked closely with process owners and knowledge builders of the client. • Successfully improved four (4) AHT and CXS-impacting call types through consistent client-liaison focus group discussions. Contributions to Campaign & LOB• Proposed Call Capsules and Assessment Kits to improve overall quality and customer experience. This project improved CX by 8.17% and Quality by 5.6%. • Created the Team Manager Tasks Reinforcement Hand-out which resulted to an improved client compliance to 99%. Contributions to Training• Initiated CCR welcome packets improvement with consistency to client branding. • Co-facilitated creation of TBAY agenda with high focus on team-level opportunities. Manager-on-duty• Top MOD in the MOD Program Stack Rank with an accomplishment rate of 99.85%. • Substantial AHT improvements for Peak 2018 with average AHT of 278 secs. vs. 310 secs. For Peak 2017. Innovation• Application of the Concept of Emotion Work in a BPO-Setting: A Driver to Agents’ Performance, key improvements: 16% for Quality, 5% for AHT, 10% for CXS Loyalty, 11% on CXS Ease, and 0 escalations.

Iloilo City Philippines

Job Description: • Give customers information about client products and services.• Help customers with their complaints on client products and services. • Reach out to customers who encountered delivery issues. • Prepare correspondences and fulfill customer needs to ensure customer satisfaction. Key Achievements:• One of the pioneer agents for a logistics campaign in Iloilo that contributed to the overall success of the first wave of agents. • Class Valedictorian for Iloilo Wave 1i – Batch 1• Highest overall ABAY score for UPS Iloilo Wave 1i• Highest customer satisfaction score for the batch.

Libas, Roxas City

Responsibilities:• Organized and led meetings of the youth council.• Led the formulation of the Comprehensive Barangay Youth Development Plan and in the preparation and implementation of the Annual Barangay Youth Investment Program.• Implemented policies, programs, and projects based on the annual programs, in coordination with the Sangguniang Barangay and the Youth Development Council of the city.• Supervised the affairs and activities of the SK and the official conduct of its members and other officers within his or her jurisdiction.• Coordinated with the Sangguniang Barangay and other youth organizations within his or her barangay on youth-related programs and projects that they wish to initiate and implement.• Led the barangay council committee that focuses on youth and sports development in the community.Key Achievements: • Organized activities and programs aligned with the 9 centers of youth participation. • Recognized as Outstanding Sangguniang Kabataan Council by the National Youth Commission. • Recognized as the Top Performing Sangguniang Kabataan Council by the Department of Interior and Local Government of Roxas City for 4 years. • Projects and Programs featured by local and national news providers such as Philippine Daily Inquirer and Bombo Radyo Philippines.

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