Donna Miranda Email & Phone Number

Valenzuela, Ncr, Ph

Philippines

Philippines

Quezon City, National Capital Region, Philippines

- Manages team of Presales Advocates supporting cloud computing services and ensure Sales, CSAT, and SLA targets are met. Drives employee retention and engagement.- Mentors SMEs and Team Leads via 1.1 touch base and/or weekly Ops sync.- Gather data, analyze trend, and come up with action plans to address performance gaps.- Do weekly and monthly business reviews with internal and external stakeholders to discuss performance. This includes creation of performance deck and client readouts.- Assist with the hiring and onboarding of new hire advocates.

Mdc 100

- Handles 13-15 associates.- Responsible in weekly 1.1 coaching to drive performance following the CLC model.- Evaluates calls and do daily random case review to identify strengths/opportunities and ensure healthy case management.- Scrub non-top box surveys, analyze data to identify trends, and come up with realistic action planning to mitigate non-top boxes and increase NSAT result- Motivate different individuals and drive retention.- Manage schedule and schedule staffing to meet SLA.- Collaborate with internal stakeholders such as Quality and Training to improve processes.- Do Ops validation for new hires. Works closely with Recruitment and Training Team to improve the hiring process and effectiveness of hiring approach.- Mentors new SMEs and new TLs

Acting Program Head for 3 months for a Commerce line of business in Convergys while the Operations Manager was out on leave.Responsible in the day to day operation such as meeting CV goals, client relation, and managerial decision making with the guidance of the Director of Operations.

Works closely with clients and Operations team for continuous process improvements. Gather and analyze data to identify process roadblocks and agent opportunities. Collaborate with cross-functional team to bridge process gap, identify painpoints with the process that's causing delay and reducing process flow to deliver resolution to the customer in a more timely manner.Lead pool of SMEs. Day to day guidance to ensure that they are capabable in delivering results required by the business. Delegate task and responsibilities to meet end to end commitment to the operations team and clients.

Partner with the Team Lead to ensure the program meets its client CSAT requirement. Analyze data to identify trends, roadblock, opportunities, and create action plan to bridge process/knowledge gap through, refresher, training, huddles, and coaching.Creates internal document to streamline process. Creating/updating content articles for client-specific knowledge-based tool which is being used across all regions worldwide together with other content developers and client.Review training materials for new products/processes before it get introduce to the frontlines and rest of operations team.

Handles complex billing and account issues for customers on the Commerce line of business.