Head of Philippine operations for Mastercard Consumer and Financial Services

Handles single team tracks with 3 team leads and 45 agents providing coaching sessions and performance updates on a daily basis, develop and create a career path for eachManages different areas in the LOB - employee engagement, rewards and recognition, process improvements, staffing, and financialsEnsures productivity, service level, quality, schedule adherence, attrition, and finances are met daily, weekly, and monthlyPrepares performance decks and presents business reviews to clients and stakeholders

DoubleClick Studio certifiedCoordinates with ad clients from different advertising and creative agenciesProvides full service processes in digital advertisingWorks with internal departments in ensuring quality is maintained in an adFace to face interactions with advertisers

Responsible in creating scorecards and process documents pertinent to the transition of the new programHandles minimum of 15 agents – responsible in performance management dealing with metrics, behaviour, call handling, coaching, and attrition managementHandled 5 team lead trainees - responsible in providing coaching to TLTs in people management and performance, responsible in training the TLTs on how to become a full time team leader, creates action plans for the cluster down to team levelHandles employee engagement activities and R&R for the programHandles account financials – service credits and budgetingResponsible in process improvements for the LOB focusing on business enhancement, profitability, and member developmentMakes reports and decks submitted to the Operations Manager for executive performance review, creates suggestions and recommendations Identifies LOBs strengths and areas of opportunities. Recommends action plans based on RCA.Handles client escalations.

1. Managed a pioneer account handling data base for a UK client. Handling 15 agents and responsible in doing escalations and metric management through coaching. 2. Responsible in R&R and employee engagement.3. Created process involving coaching styles focusing on behavior management.4. Responsible in taking over one program with 7 LOBs, all non voice.5. Created process documents from recruitment, to training, quality, metrics, scorecards, and the like.6. Handled web design program. Responsible in ensuring top quality of work

provides daily productivity updates with associates; team huddles are done daily, pre shift and post shiftensures coaching sessions are accomplished daily for all agents, with at least 8 coachings per daytake escalations from associates upon customer requestspresents Weekly Performance Review to the APM with team's standing, performance trending week by week, outliers, performers, and action plansworks with other supervisors within the division in how they can manage their team betterassists supervisors in identifying opportunities and areas to discuss with their associates to ensure that they have identified the correct behaviour and will have the biggest impact in CSAT and AHTcreated/initiated three processes that focuses on both CSAT and QA that was originally for the team and now being practised by the entire site: 1. Rasco's Plan - the objective is for the associates to identify opportunities from the bottom box call and identify strengths from the top box call, then provide an action plan on how they will incorporate the observations leading to a better CSAT and QA 2. QA Calibration - to calibrate Training, Operations and Support in ensuring that all departments speak the same language. As what the company was used to, no calibration is happening between departments resulting to different RCA and discussions with a lot of directions. I encouraged both OM and PM of my LOB to start doing calibrations and was refused. As a result, I have initiated the process within the division hence it became an LOB wide process after 3 months 3. 5 Steps to 5 / 5-2-5 – this action item focuses on the 5 line items based on quality. Every step is incorporated in how to avoid bottom boxes for CSAT

Six Sigma Yellow Belt Certifiedtakes escalations, provides weekly team huddles and prepare agenda to discusssends out daily productivity report to associates specifying all metrics they are measured - AHT, VOC, Attendance, Tardiness, QAprovides performance coaching to outliers especially in areas that impacts billable metricsdelegate tasks to performers and trains associates in stepping up to another role as stated in their STAR goalspresents Weekly Performance Review to the OM and the OOM with team's standing, performance trending week by week, outliers, performers, and action plansprepares Monthly Performance Review and sends it over to the OMResponsible in ensuring that SL at every interval is met. Queue must be kept at minimal.

assists to callers in resolving their issues about their landline