Jose Carlo De Lima Email & Phone Number

Muntinlupa City, National Capital Region, Philippines

Managing a high-performing team of 4-wheel Drivers and Helpers as its third-party logistics partner for an online grocery store. Performance tracking, payroll, HR and Recruitment, training and coaching.

Binãn, Calabarzon, Philippines

• 1.) Facebook Marketplace Seller – March 2016 to Present
• Achievements - Highly rated seller based on customer reviews – Customer Service, timely communication, pricing and negotiation, item description
• Joekicks Online - seller of original Nike and Adidas shoes at below SRP
• 2nd hand Cars
• Real Estate
• Smartphone

BGC, Taguig

As a Quality Management Supervisor, I am tasked to regularly manage, monitor, review, and evaluatethe performance of the Customer Care Operations and our BPO partners which includes all Team Leaders, SMEs and CustomerService Representatives in four (4) of our Operations LOBs as follows:- Inbound Team (Customer Service Calls from internal and External.

BGC, Taguig

As a Quality Assurance Specialist (QAS) I am tasked to regularly monitor, review, and evaluatethe performance of the Operations Department involving all Team Leaders, SMEs and CustomerService Representatives in four (4) of our Operations LOBs as follows:- Inbound Team (Customer Service Calls from internal and External Clients)- Outbound Team.

Taguig, Metro Manila

As a Quality Assurance Officer (QAO) I am tasked to regularly monitor, review, and evaluatethe performance of the Operations Department involving all supervisors, customerservice representatives and sorters. The mission of the QA team is to enhance and extend current quality practices, and to educate by sharing its learnings and perceptions. Results of the.

Makati City, Philippines

As an Operations Supervisor, I am tasked to regularly monitor, review, and evaluatethe overall performance of the Operations Department involving all team leaders, customerservice representatives for the Australian Embassy - Visa Processing.

Makati City, Philippines

Managing overall performance of 3 Operations Supervisors, 24 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assigns APAC Accounts (Microsoft CRM, Intune and Office 365 and Symantec for processes such as;- Business Development- Demand Generation.

Frontera Verde Pasig City, Philippines

Managing overall performance of 30 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assign Australian BPO client - True Local (SEO multi-media company)

Carmona, Cavite

Currently handles the overall operations of the businessBusiness hours are from 9am-12am on weekdays and 8am-12am on weekendsThe internet shop offers Internet, Online gaming, Photocopy services, typing jobs and other value added services with a trained customer service officer supervising the daily operationsDaily tasks are hourly audits, sales performance.

7F Unioil Center Ayala Alabang, Muntinlupa City, MM.

• Achievements
• Was able improve the current processes in place, suggest and implement new processes needed to improve operations, Quality Assurance and Training and IT platform.
• Created E-mail Etiquette and Business Writing Modules for Business Transcriptionist training guide for existing and new hires reference.
• Address and resolved client escalations, concerns and queries through email and phone communications on a daily basis.Essential Job Functions
• Escalate IT Systems issues to IT Director.
• Communicate improvements needed on the IT Systems.

Amberbase Solutions Center, Eastwood City Cyberpark Libis, Quezon City, MM.

• Essential Job Functions
• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met.
• Establishes quality policies and procedures based on client’s requirements andstandards.
• Coordinates with training department to provide feedback that will be useful in determining training requirements.
• Identify ongoing needs to assess and develop programs.
• Conducts client monitoring sessions and communicates to call center managementoverall comments, updates and other information discussed during the session.

• Essential Job Functions:
• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met.
• Establishes quality policies and procedures based on client’s requirements andstandards.
• Coordinates with training department to provide feedback that will be useful in determining training requirements.
• Identify ongoing needs to assess and develop programs.
• Conducts client monitoring sessions and communicates to call center managementoverall comments, updates and other information discussed during the session.

• Essential Job Functions:
• In charge of Managing Program(s) or Campaign(s) assignments. Leads the team to consistently exceeding targets in the areas of Sales, Customer Service, Technical Support, Email, Productivity, Quality Assurance and.
• Shall be the client(s) main point of contact upon turnover of the Client Services team to Operations. May also be tasked to assist on the Implementations phase of his/ her program assignment(s).
• evaluates the performance of each CCS within his/ her team through weekly Performance Quality and Attendance (PQA) scoring; maintains objectivity in the rating process by ensuring that the ratings are supported in.
• Identifies CCSs and/ or CCRs, based on their PQA scoring, for development action planning; coaches CCSs and/ or CCRs on how they could improve their performance, sets time frames and monitor each members progress.
• Must be aware of all current statistics and goals related to each project he/she manages on the floor.

Essential Job Functions1. Manages Call Center Representatives (CCR’s) in identifying, recommending and implementing changes to improve quality and performance of the team2. Constantly evaluates the performance of each CCR within his/ her team through weekly Performance Quality and Attendance (PQA) scoring; maintains objectivity in the rating process by.

• Handled a Team leader and 30-60 Agents for Directory Assistance and enhanced services for Telecoms and Wireless utilities in the US Track.
• Daily tasks are monitoring, coaching, mentoring, daily operations reports, Team Stats and approving and editing Team Lead and CSR’s punches and updating Team Attendance Tracker.
• Weekly and Bi-weekly tasks are pulling up QA Scorecards, Updating Productivity Tracker, Team stats (CPT, QA and Attendance) Punches for Payroll approval and Performance Trends Reports. Does the work of Workforce.
• Monthly tasks are evaluation of my Team Leader’s monthly Performance, monitoring of the leads calls, Filing and liquidation of Team Fund, Individual Commendations and achievements. Monthly Attendance Reports, SL.
• Quarterly Reports are Evaluation of Team leaders performance and my own performance to be evaluated by the Assistant Call Center Manager.
• Approves and promotes Team Leaders post confirmation upon completion of his/her secondment.

• Went into management and leadership training with Ed Linger (Training Manager) for 2 weeks and 3 weeks OJT on the sales floor for Compu Credit.
• Handled a team for Digital Video Vision, selling Dish network: a leading satellite TV in the US. Handling 12 agents, managing overall performance of the team on a daily and weekly basis – June 2005.
• Doing daily duties such as monitoring, mentoring and coaching for the agents, hourly update on team performance, daily agent stats, TDR (Training and Development Record), payroll hours and sales, timekeeper, turnover.
• Doing weekly reports such as team ranking, team tracker, weekly operations report, payroll hours and sales and memos and feedback on agent performance and scorecards of the agents.
• Handled 11 agents for Dish Uplink Outbound, selling dish network as well – August 2005 to October 7, 2005.

Telemarketing, acquisition, retention and customer service of outbound accounts or programs for small and medium sized businesses such as;NOL (National Online Services) Website advertisements - Sept. 2003 to Oct. 2003.AT&T SOE: Bundled local long distance and toll free telecom services - Nov. 2003 to December 2003.B2B Advantage: Website advertisement plus.

Bsba, Sales And Marketing

Activities and Societies: Junior Marketing Association (member) Basketball Team Member

Bachelor'S Degree, Marketing