Edralin Adriano Email & Phone Number

Muntinlupa City, Philippines

- Develops and promulgates the business mission and objectives as approved by the board by implementing the mission critical strategies, core values and philosophies for the executive team to carry out in their respective areas.- Provides the leadership in steering the company to achieve its mandate from stockholders by reaching its revenue objectives and market position in the industry.- Creates value and sustained growth for the business by maintaining a healthy or leading market position while sustaining a positive financial bottomline.- Represents the company in all public events with high media exposure to create and sustain a strong presence in the minds of the public.- Represents the company in other business entities in the industry and across various industries.- Ensures a cohesive working synergy among the executives for the company to grow and move forward as one entity.- Provides regular corporate performance reports to the stockholder and the entire corporate family, providing the center point to rally its management and staff to making spirited performance levels and competitive position in the market.

• Performs all executive functions for all departments of the business, including operations, training, workforce, finance, human resources, strategic expansion, to ensure continuity of operations in all departments and finality on unresolved or escalated significant concerns• Guides the contact center through local and international corporate goal-setting while maintaining alignment to the determined general direction of the company.• Communicates with vendor partners, monitors, and ensures conformance to the relevant facets of the service level agreement.• Monitors center-wide and worldwide status of KPIs through acquisition of reports per department.• Performs ocular visits to potential expansion sites and countries.• Develops the department managers through creation of developmental plans, coaching/counseling and provision of feedback through regular meetings• Determines Call Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.• Maintains and improves Call Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.• Accomplishes Call Center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Ensure a strong, consistent relationship with day-to-day client contacts - Ensure an accurate assessment of client satisfaction at all times – using various resources: regular direct contacts; Monthly Business Reviews, Quarterly Business Reviews, Teleperformance track record for meeting deliverables; level of added value provided; responses from client satisfaction surveys… - Ensure full and timely communication of client satisfaction to the Account Director, Executive Team and all relevant Department Heads - Ensure that Teleperformance is adequately represented on all client monitoring sessions and that the content of feedback provided is consistent with client expectations. - Ensure completion of quarterly customer satisfaction surveys per established procedures. - Validate that all client invoices are consistent with the Statement of Work and Master Services Agreement. - Support the Business Development Team in the initial Client/Campaign design in accordance with New Start Up Project Plan and Checklist. - Coordinate with internal support groups on delivery through Sharepoint and New Start-up project plan. - Complete internal documentation required by new build process within Sharepoint. - Oversee and maintain program through pre-campaign, campaign and post-campaign. - Coordinate staffing requirements through WFM with correct assumptions and staffing requirements. Encourage organic growth with client when applicable and escalate staffing concerns to Account Director, Executive and Operations. - Maintain up-to-date central client Sharepoint link for reference and update verbiage to reflect Sharepoint as the central file tool.

Master Of Arts, Philosophy

Bachelor Of Arts, Political Science

Activities and Societies: Chair, UP CAS Student Council 96-97 Prime Minister, UP Manila Debate Circle 94-95, 95-96 Vice Chair, UP Sihay.