Donna Miranda Email & Phone Number

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.

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.

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.

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.

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