Handled Training, QA, Operations of the Call Center, Coaching Mentoring. Open communication with Australian Counterparts from different states. Directly reporting to the CEO and Global Operations Manager. Focused mainly on the Appointment Setting Operations to generate sales for the company.

Established the company with the CEO. Handled operations and growth of the company. Facilitate multiple campaigns simultaneously such as Appointment setting, Quality Analyst, Sales, and ran surveys for Australian companies. Initiated back office campaign of the company such as property management, accounting, VA roles, etc.

iVirtually Inc. envisions to be a community of highly inspired people working together to deliver value- added services and to be the best locally and globally. We are a Philippine based organization that provides infinite amount of services to our clients and equally doing the same thing for our team.

Reports directly to the CEO, and Chairman of the Board of Directors to give frequent updatesand for guidance purposes.Leads the different units and teams in driving and achieving the company’s vision-mission andgoals.Leads the different teams in identifying strategic objectives, key result areas, and keyperformance indicators.Leads and coordinates the projects and activities of the different units of GBS in accomplishingtheir assigned tasks.Identifies general parameters of organization metrics – what exactly will be measured. Drives thedifferent teams in achieving identified objectives and strategies and in ensuring that ROI isproperly given consideration.Leads the Team Leaders in identifying specific skills and competence necessary for each job roleand functions – in the context of seat-leasing – to be fully aligned and operational with the vision-mission and objectives of the organization.Leads and coordinates with the Team Leaders in teaching and instructing new members of eachteam the job roles and functions that they need to know, deliver, and execute at a high level ofperformance.Coordinates with senior management of DBA in coordinating shared service support functions.Coordinates and takes active part in creating and integrating the shared values and culture ofGBS and DBA.Takes primary responsibility in the career growth of the members of the different teams underGBS.Works closely with the top management of DBA, particularly with the People Operations, in thecontext of people development and people management.Takes primary responsibility in the achievement of the desired behavior and mindset of themembers of the different teams of GBS.Takes part in the decision-making and ensuing actions involving sanctions that may be imposedin cases of ethical and behavioral issues involving any member of the teams under GBS.Performs other necessary tasks as assigned by the CEO of DBA.

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence, Implementing call center strategies and operations; improving systems and processes; managing staff.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.Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.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.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Manages overall operations in the production area.• Handles all campaigns/accounts in the call center(Charity, Sales, Appointment Setting, etc.).• Manages whole call center, production operation and direct activities for the achievement of targets and goals; manages the overall performance and analysis of existing lists and programs.• Manages and motivates Team Leaders to meet client performance target.• Personally prepares, handles and facilitates training for new and existing accounts from hiring, system training to managing daily activities and production.• Manages Quality Assurance team and prepares QA monitoring sheet for daily evaluation and mentoring.• Facilitate calibration between QA and Operations Team for monitoring and coaching purposes.• Develops, supervises and prepares performance reports.• Works for the development of new lead targeting schemes and scripting for the optimization of existing programs; monitors team performance and group activitiesl as to ensure that the call center goals are met.• Identify requirements, which include targets, specific data, and anticipates outcomes/results; documents, writes and conducts performance evaluations which includes promoting sales culture, ensuring staff and client satisfaction.• Develops and improves scripts for new and existing accounts.• Customizes, prepares and sends production reports(daily, weekly and monthly) directly to the client.• Prepares and computes incentives and invoice reports.

• Manages the overall operations of the Business Center by establishing and implementing management programs that monitors and controls all reports, sales activities, after sales servicing of the Business Centers to achieve planned performance targets.• Provides daily management and leadership to a team of sales of Business Center operation to achieve planned target Promotes Sun's products and services to existing and target clients by highlighting its benefits and competitive advantage Ensures total client satisfaction by personally managing customers requiring special handling Ensures that all postpaid applications adhere to ACMD parameters for processing and its status closely monitored and updated Updates oneself on all processes in Business Center Operation by attending seminars, workshops, training, and conferences to ensure expertise in all aspects of Business center Operations.• Sets appropriate directions and work standards to the team based on Business Center Policies and Procedures towards achieving company objectives.Plans, prioritizes and delegates tasks efficiently and reliably to carry out Business Center Operations smoothly.• Monitors and plans the performance, assignments and hiring of direct reports to ensure commitment, consistency and reliability in their work.• Manages human relations within the Business center to ensure work is distributed equitably, people work efficiency and harmony.• Holds accountable for inventory, cash, and overall security and maintenance of the Business Center.• Performs various admin-related office works to ensure compliance with requirement of office administration which includes manpower scheduling.• Educates and develops staff by conducting regular communication meetings, in-house and on-the-job training, coaching and counseling, and other developmental activities to improve skills, motivate and promote teamwork.

• Responsible for the overall operations of the call center.• Improves skills of existing staff through training, coaching and mentoring programs.• Develops team that effectively supports client programs, products and services.• Leads workflow distribution and floor management to ensure customer service levels are satisfied• Maintains service, talk/wrap time, data to both client and consumer satisfaction levels.• Establishes performance goal to meet efficiency levels, sales target and quality assurance standards for a superior customer service and high performance.• Ensures strict adherence to company policies and procedures.• Directed the start up company from 6 to 120 seats.• Develops call scripts and business portfolio, marketing and sales strategies to facilitate the efficient management of call volume• Expertise in outbound and inbound campaign, sales and pricing strategies, client relations.• Facilitates and asses marketing, administration, and staff for training supervision, motivation and mentoring.

• Mentors and train supervisors and phone agents in providing assistance to SUN Cellular Subscribers with regards to SUN features and services.• Monitors work progress through CMS reports such as AUX time, Productivity, Holding Time, assuring that production and customer satisfaction goals are exceeded.

• Reports directly to the CEO for work progress of technical equipment.• Negotiates procurement of computer facilities and office setup.• Responsible in forming the operations team.

• Mentors and trains technical support representative in providing assistance to AOL members regarding AOL functions and services. • Monitors work progress through mail and chat statistics, transaction length and idle time.• Evaluates mail production of every consultant, and provided action items for improvement.

• Manages inventory of tapes and food supply.• Provides cash float, maintains effective communication with suppliers for a faster and better service.• Voted as the first PRESIDENT of TARLAC PROVINCIAL VIDEO OWNERS' ASSOCIATION, which was recognized by the VIDEOGRAM REGULATORY BOARD under the Office of the President of the Philippines.

• Provides marketing strategy plans.• Imposes disciplinary measures and provides motivation to employees.• Responsible for the day-to-day operations in maintaining the store, inventory and employees.• Assists in cashiering, selling, and employee shifts.• Maintains cash control fund for store operation.• Meets daily with Top Management on development and update reports.