John Mitchelle Santos Email & Phone Number

Philippines

Philippines

Philippines

- Manage all PH based BPO operations and client relations/ coordination.- Maintain all clients Service Level Agreements (SLA) at the required level- Single point of contact for all local service delivery issues and requests.- Oversaw task delegation and performance management of all operations personnel as well as handling client satisfaction metrics..

Eastwood, Libis Philippines

- Managed 3 LOBs with over 150 associates & 11 supervisors- Evaluate employee performance weekly and monthly.- Ensured Quality is above 98% and over all handle times are met on a monthly basis.- Planned, supervised, and coordinated activities of 11 supervisors.- Ensured all staffing are met for the day/month/year through modification of resource.

Eastwood, Libis Philippines

- Assisted in managing 1 LOB with 80 associates and 6 supervisors.- Evaluate supervisor/agent performance weekly and monthly.- Provide performance improvement plan for bottom performers to the Operations Manager.- Ensured Quality is above 98% and over all handle times are met on a monthly basis.- Planned, supervised, and coordinated activities of 6.

Eastwood, Libis Phlippines

Senior Team Leader (DTV) | January 2016 – April 2016- Manage a team of 45 associates and 3 supervisors.- Evaluate team/agent performance weekly and monthly.- Ensured Quality is above 98% and over all handle times are met on a monthly basis.- Planned, supervised, and coordinated activities of 3 supervisors.Senior Team Leader (Premier) | January 2013 –.

Eastwood Libis, Philippines

- Manage a team of 15 agents.- Evaluate agent performance on a weekly and monthly basis.- Ensured Quality is above 95% and over all handle times are met on a monthly basis.

- Handled 24 FTE doing household survey.- Ensured Quality is above 95% and average daily sales of 2.5 GBP are met.- Coordinate with QA and leads on any updates on the survey.

Ortigas, Philippines

- Maintain all clients Service Level Agreements (SLA) at the required level- Managing all aspects of Campaign Operations including but not limited to: Maintaining client relations, Oversight of Quality Assurance, Training and Client report requirements, Enforcement of all company rules and regulations.- Handled 50 FTE doing household survey.- Ensured.

Ortigas, Philippines

- Ensure quality parameters are followed by agents by Side by Side, Live monitoring, Coaching- Validate 80% of the calls to capture/avoid fraudulent acts as per client request.- Meet or do conference calls with clients Account Specialist and/or Team Leader for Survey updates- Prepare daily and weekly reports (Accuracy reports, QC analysis, Fallout and.

Dubai

- Supervise the Admin team and Provide high level administrative and project secretarial support to the community management division. - Processes applications for homeowners and contractors/ subcontractors (Provide advice to customers about Land Use and Compliance application processes and fees, Receive applications, Issue approvals or refusals to.

Dubai

- Directly reporting to the Senior Community Manager and carry out all administrative and secretarial function of the division- Provide Administrative support to all facets of the Community Management Division- Input and maintain accuracy of Community Management Data including details of the Owners Information Sheet- Maintain the delivery of customer.

Dubai

Provides administrative and secretarial support to the Operations Manager and Senior Projects Manager, including special projects, office work flow, appointments, correspondence, data compilation, records control and screening phone calls.

Souk Madinat Jumeirah - Dubai

Supporting the service team in ensuring that the highest standard of service. Ensure that products are maintained & kept carefully in the storeroom. Provide excellent costumer service to clients.

Dubai

Evaluate, conduct phone interview and screen candidates upon receipt of suitable CVs prior to forwarding to clients. Ensures that suitable selected CVs are up to date, is written in correct grammar and spelling, and formatted in an acceptable layout before forwarding to clients. Liaise on a regular basis with the client to confirm CVs required/received.

Dubai

Utilizing multi-line telephone systems, PC’s, and fax machines. Utilization of automated answering systems or voice mail, records messages and pass news of cancellations or visitor arrivals on to the appropriate department. Takes care of a number of office tasks, including receiving and sorting mail, collecting and distributing parcels, transmitting and.

Bs, Computer Science

Undergrad

Education record