Gidget Mortel Email & Phone Number

Responsibilities mainly involves planning and execution of projects within the company. Currently concentrated on company wide planning and implementation of global Workforce with the use of Verint.

Responsible for overseeing day to day program operational needs for company and client. Ensures processes and policies are enforced and client needs are met. Leads the workforce team and implementation team making sure all client operational metrics are met daily. Assuring staffing and capacity needs are met. Conducts Operations Orientation to all trainees. Responsible for the timely requests, distribution and progression of employee access to all client systems.Responsible for weekly Operations performance deck presentation. Ensures program and employees comply with all HR requirements, policy implementation and policy updates. Responsible for coordinating with Finance on agent and officers pay disputes.Part of Attrition committee which required an attrition study. Currently helping with the development of another automated report for the program as to overall performance. Part of the Infosec committee which is dedicated in establishing and enforcing emergency response guidelines, pandemic response guidelines and information security guidelines.Day to day activity includes client billing update and assessment. Communication and feedback of client and company updates. Attends to touchbase with vendor managers and officer huddles.Experienced handling customer support, sales, financial support and travel accounts with various knowledge in different tools and applications/platforms.

Philippines

Handled teams making sure that each agent is productive and performing as expected. Handling all admin work and escalations. Part of assuring that agents are productive, I give them real time feedback that would help agents effectively handle each and every call.As a team leader I was able to report our team’s performance and action plans that we would work on to address their challenges.I was given opportunities to do program wide projects that helped my fellow team leaders to unify reports. During this time I was recognized as Results Oriented in the company.

Assigned under the performance side, team handling managing agents to attain program goals and stats. As a team leader in Etelecare, the focus is more on people development and performance management. Started as an agent with above average performance in a sales program. I was able to manage my own stats and became a team buddy upon regularization. Promoted to a Sales Coach after a year of being an agent, helping low performing agents become competitive in the program. Managed a team of 6 agents and was promoted to a Leadership position after 3 months. Handled a team of 13 agents, was able to manage performance with stats above program expectations. Responsible for managing day to day activities and performance and the development of call handling agents using the performance management system in order to attain program goals. Assuring mandated service level, utilization rates and ensure schedule adherence. Ensuring quality of calls for customer satisfaction and immediate issue resolution; trouble shooting, escalating system/ process issues and recommending improvements and performing various administrative tasks.

Master'S Degree, Industrial And Organizational Psychology

Bachelor'S Degree, Human Resources Management