Erwin Sison Email & Phone Number

Valenzuela, Ncr, Ph

Makati, National Capital Region, Philippines

Drive business unit success by leading and motivating teams to achieve key performance indicators. Implement strategies to enhance operational efficiency, improve quality, and exceed client expectations.

Makati City

Led and mentored teams of Subject-Matter Experts and Team Leaders, setting clear goals, providing guidance, and driving performance improvement.

Makati City

Leveraged strong leadership and technical expertise to lead a team of senior payroll analysts supporting US small business clients, optimizing staffing, driving performance, and fostering a positive work environment. Ensured adherence to stringent quality and service standards while delivering exceptional client experiences.

Led and motivated teams of 15-25 technical support, customer service, and sales professionals at Intuit QuickBooks. Drove team performance through effective coaching, process improvement, and strategic goal-setting. Contributed to organizational success by designing onboarding plans and selecting subject matter experts.

• Directly managed the day-to-day activities, performance and development of 5 Subject Matter Experts using the performance management system process in order to attain client goals.• Ensured that the entire LOB met the VOC (Issue Resolution and CSat) and AHT goals by identifying, analyzing and managing top call drivers and agent behaviors that directly impact VOC.• Led the selection process of new SME's by conducting interviews and technical assessments.• Handled third level technical escalations to ensure customer satisfaction and immediate issue resolution.

• Provided real-time floor support to a team of technical support agents.• Conducted technical training and technical coaching sessions.• Ensured team’s Issue Resolution and Handle Time met the targets by identifying, analyzing and managing top call drivers and agent behaviors.• Resolved technical escalation calls.• Identified and provided inputs on unique and recurring customer issues.

• Facilitated client specific and vitality modules to new hires.• Conducted remediation and effective coaching sessions for outlier trainees.

• Accurately identified customers’ needs and provided relevant information and advice for customer decision-making.• Provided technical troubleshooting on software related concerns.• Answered product know-how questions.