Eric Carpio Email & Phone Number

Valenzuela, Ncr, Ph

Philippines

I am responsible for all teams and team members in the Philippines. I design and implement strategies to continuously improve team member engagement, financial health and operational efficiencies. I also play a key role in exploring growth and expansion opportunities, building on relationships with external stakeholders and making an impact to the community.

As Business Development Consultant:August 2018 – April 2019- Work with Business Development and Marketing teams to identify business growth and sponsorship opportunities- Explore opportunities to increase visibility and participation in events through increased and enhanced marketing efforts As General Manager:April 2018 – August 2018- Create and implement processes to support the achievement of company objectives; develop a culture of continuous improvement- Oversee the operations of all business units to ensure effective and efficient performance and deliveryImprove customer-centricity mindset among the team

Taguig City

As Project Management Lead• Identify opportunities for COE business performance improvements and process enhancements• Strategize and collaborate with internal stakeholders to execute initiatives• Conceptualize, develop and execute site-wide projectsAs Operations Lead• Oversee customer support operations of over 600 FTE for multiple lines of business across several regions• Create and implement performance management and improvement measures, leadership development and employee satisfaction initiatives• Develop and mentor managers and team leaders through weekly training and coaching sessions

Makati

• Responsible for delivery of ramp to “Business as Usual” state• Create and execute project plans in conjunction with Project Management Office• Coordinate with multiple work streams to ensure timely delivery of accountabilities • Provide leadership and articulate a vision that provides a clear direction for the team• Actively manage and track progress of project plan throughout implementation phase• Remove roadblocks and constraints to achievement of deliverables; empower people and create a climate of initiative and innovationProvide assistance and expertise to the Telstra Global team on a large-scale project• Provide insight into the development of business case requirements and critical project milestones

Makati

• Responsible for overall performance of four lines of business• Develop operational strategies and tactics to drive current and future performance goals through the use of carefully planned step goals, stretch goals, quality measurement, staffing and scheduling efficiencies• Primary point of contact for international Operations as well as local department heads• Develop budget and staffing strategies in to ensure adequate coverage for business flow while staying within or close to a predetermined forecast• Review and approve requisitions based on business needs while ensuring cost efficiency• Final approver for process changes or implementation, progressive counseling and employee movements • Build strong relationships with internal and external customers to ensure operational readiness with regard to technology, staffing and training• Responsible for the continuing transition of international and outsourced functions to Manila or in-house while ensuring no disruption to service• Create and maintain a viable a Business Continuity Plan; meet regularly with Incident Command Team to ensure preparedness; final decision-maker to execute, when necessary• Develop and mentor managers through weekly readouts and coaching sessions

Makati

• Primary point of contact for onsite and remote client project managers• Manage and own the client relationship to support and grow the current business• Accountable for the financial health of the program including revenue, operating margins and responsibility over P&L• Develop budget and business plans to meet budgeted costs• Coordinates with Billing Team for month-end invoicing • Ensure complete understanding and compliance with all account specific contractual requirements• Negotiate and manage client commitments, contracts and expectations• Work collaboratively with Operations to meet contractual performance obligations• Facilitate client requests and own completion by working closely with Operations, Training, Quality, Recruitment and Facilities Management• Develop operational strategies and tactics to drive current and future performance goals• Create Business Continuity Plan for the client; meets regularly with Incident Command Team to ensure preparedness for any disruption to service• Ensure the site is compliant to the client’s security standards (PCI)• Manage onsite workforce team; accountable for real-time adherence and meeting staffing requirements; capacity planning

Makati

• Primary point of contact for client project managers and other personnel including executive and Chief level decision makers • Manage and own the client relationship• Lead and manage a virtual team comprised of Operations, IT, Training and Sales.• Establish and drive regular meetings to give support in addressing the customer’s business needs-including executive-level meetings with internal Principals/C-level decision makers.• Development of an account strategy to drive current and future business relations• Coordinate with Billing Team for month-end invoicing • Accountable for contract compliance• Facilitate and oversee the change management process• Create Business Continuity Plan for all clients

• Responsible for achieving and maintaining a high success rate in developing strong performing agents.• Lead evaluation and analysis of current courses and recommend appropriate revisions to align with delivery for adult learners • Supervise trainers in specific courses, including assessing skills and knowledge, monitoring attendance, and providing retention recommendations to management• Provide feedback to management to ensure training offered meets business needs• Actively partner with business leaders to identify process gaps and improvement opportunities• Ensure updates on the status of the relationship with the partner client are received• Regularly participate in client sessions (calls, emails, chats, and fax) as required• Partner with clients in developing a standard model: determining training plan objectives, measures, and ways to reinforce behavior change• Conduct Instructor Observations for Associate Trainers and Trainers and provide corresponding feedback.• Responsible for the certification of Associate Trainers and Trainers.• Participate in the Trainers’ observation and feedback (with the assistance of the Trainer Certification Program) by sitting-in on classes• Develop and maintain training-related project plans that identify individual tasks, responsibilities, establish deliverable dates and track progress• Participate in all the training responsibilities within a project team, which include: developing and executing a training strategy, preparing and maintaining a task level project plan, scheduling classes and coordinating all training logistics, interacting with all levels of employees• Determine training and development needs

• Responsible for achieving and maintaining a high success rate in developing strong performing agents.• Lead evaluation and analysis of current courses and recommend appropriate revisions to align with delivery for adult learners • Supervise trainers in specific courses, including assessing skills and knowledge, monitoring attendance, and providing retention recommendations to management• Provide feedback to management to ensure training offered meets business needs• Actively partner with business leaders to identify process gaps and improvement opportunities• Ensure updates on the status of the relationship with the partner client are received• Regularly participate in client sessions (calls, emails, chats, and fax) as required• Partner with clients in developing a standard model: determining training plan objectives, measures, and ways to reinforce behavior change• Conduct Instructor Observations for Associate Trainers and Trainers and provide corresponding feedback.• Responsible for the certification of Associate Trainers and Trainers.• Participate in the Trainers’ observation and feedback (with the assistance of the Trainer Certification Program) by sitting-in on classes• Develop and maintain training-related project plans that identify individual tasks, responsibilities, establish deliverable dates and track progress• Participate in all the training responsibilities within a project team, which include: developing and executing a training strategy, preparing and maintaining a task level project plan, scheduling classes and coordinating all training logistics, interacting with all levels of employees• Determine training and development needs

Makati, Philippines

• Contact potential clients using a variety of cold- calling techniques and/or email while meeting individual and team standards for productivity• Schedule sales appointments at a rate which will accomplish the pre-established individual and team goals• Research the background of potential client companies in order to contact them with information relevant to their industry• Be aware of business, economic and market-related trends, and be able to introduce and discuss these with potential clients

Makati

• Tasked to provide customer support for clients. This involves customer service, technical support, issue analysis, and sales support• Tasked to apply technical knowledge and procedures when servicing customer queries and responsible for meeting outlined productions goals and targets