WORK PORTFOLIO - Currently managing the following FB pages:https://www.facebook.com/YOVEODigital/https://www.facebook.com/HostHubHome/https://www.facebook.com/pinoylink/https://www.facebook.com/HappyTailsAnimalWelfare/https://www.facebook.com/DrugRehabCenterHotline/https://www.facebook.com/alimaph/FORMER CLIENTS:https://www.facebook.com/EasySolutionsLeatherCare/https://www.facebook.com/AbsoluteRoofSolutions/https://www.facebook.com/resultsgatewebhosting/https://www.facebook.com/ResultsProfessionalMarketing/https://www.facebook.com/optiumedical.com.ph/https://www.facebook.com/neweraelectronics/https://www.facebook.com/EarthsEmergence/https://www.facebook.com/jetptbilling/https://www.facebook.com/KerrConstruction/https://www.facebook.com/CheeseNCheesePH/

Led Operational Excellence on the following key items:1. Aligning goals to meet client and company goals.2. Workforce Development3. Handling campaign inquiries and concerns from clients whenever necessary (includes billing in line with overall team productivity and man-hours)4. Meeting attrition targets and maintaining employee morale.5. Developing and improving organisational strategies6. Managing staffing levels to meet client service level needs.7. Managing team performance, providing analysis, coaching and feedback, documenting results, counselling and mentorship.8. Managing client training needs and maintaining sufficient knowledge on all related continuous education.9. Metric management as required by clients or by the company to meet goals and objectives.10. Managing team and leadership meetings.11. Providing support in the selection, profiling, and developing personnel to support client requirements.12. Managing and handling conflict resolution.

Handled, but not limited to, the following key items: 1. Handled a launching account, intended as a redundancy site for Target Manila. Involved in the account build-up process from ground up, as far as Operations, Recruitment, and Training is concerned.2. Revised the existing job hiring matrix and initiated an applicant scoring system in the hiring process, thereby ensuring accountability in the hand-off process of new hires between Recruitment and Training, making sure that new hires entering into the account are properly screened and adherent to the client requirements for the account.3. Also directly involved in the selection process for all Offline Support folks hired for the Target program: Team Leaders, Quality Analysts, and Program and Language Trainers.4. Also partnered with the Operations Team in Target Manila, in looking into performance and data trends for the last six months, with the goals of both helping bring up SLA requirements for the Manila site, as well as creating an effective baseline and performance benchmark for the Cebu launch.a. Worked with Target Manila Quality Team and initiated a revamp of the existing Quality Monitoring Form, to allow for a more detailed dissection of agent call behaviors that will ultimately help in the root-cause analysis of site performanceb. Worked with the existing Team Leaders in the Manila site and getting them acclimated to a better, more efficient way of coaching, as well as data and performance analysis – done through triad coaching sessions, as well as one-on-one time in creating effective reporting for their respective teams. 5. Currently working closely with the IT, Facilities, Employee Engagement and Project Management groups to ensure seamless transition, as well as successful launch of the Target Retail program for TechMahindra Cebu.

Handled, but not limited to, the following key items:1. Created and initiated an applicant scoring system in the hiring process, thereby ensuring accountability in the hand-off process of new hires between Recruitment and Training, making sure that new hires entering into the account are properly screened and adherent to the client requirements for the account.2. Also worked with Training and Human Resources and created a coaching/leadership short module course for the existing leaders, with the aim of getting them better coaching and facilitation skills.3. Acted as program oversee for the PrimeTel Australia account – responsible for the coaching and development of 25 reps, as well as delivering client SLAs.

Handled, but not limited to, the following key items:1. Ensuring accountability in the hand-off process of new hires between Recruitment and Training, making sure that new hires entering into the account are properly screened and adherent to the client requirements for the account. 2. Strengthened partnership between HR and Training to ensure that trainees are held accountable for their pre-employment requirements, and ensured that these pertinent documents are tracked and followed through.3. Ensuring that the Training team is aligned with the client requirements for the program; training deliverables in terms of facilitation requirements and needed updates; as well as helping to redesign and update the training curriculum to match the needs of the production environment.4. Involved in the action and strategy-planning to ensure that the training team meets both internal and client key performance indicators and expectations; addressing performance gaps and key critical behavior from a training perspective in terms of coaching and mentoring their respective trainees, as well as facilitation skills as trainers.

Handled, but not limited to, the following key items:1. Executive Escalations – first receiver of escalations from clients, tasked to ensure that all details and interactions from Cebu agents are reviewed, and client response attended to within the first 2 hours of receiving the escalation notice. Also tracked frequency, occurrence and call drivers specific to Executive Escalations, and kept operations and training in on the loop, to ensure that recurring behaviors leading to repeat escalations are kept in check.2. Compliance Tracking and Maintenance - responsible for maintaining trend reports and analysis on critical client-directives on various tool utilization trends, process compliance and errors, and ensuring that both production and training teams are aware of key critical behaviors that drive these items.3. Oversee for Escalations Team – handled the entire Escalations Team as manager, restructured the organizational flow and leadership lines within the team to ensure maximum coverage with the number of heads in the escalation group versus the population of the production floor. Also helped push for client directives in terms of Escalations protocol; ensuring that escalation notations and processes are kept in check and adherent.4. Primary Client Liaison – acted as primary point of contact for client-related items, including but not limited to: client system audits, client presentations, client visits, and client SOW compliance.

Assigned to handle multiple production teams, overseeing multiple Team Leads handling their respective teams. Involved in the action and strategy-planning to ensure that the cluster meet internal and client key performance indicators and expectations. Also responsible for mentoring and developing Team Leaders across multiple skillsets: coaching, data analysis and team management.