Jon Espiritu Email & Phone Number

Ortigas Center, Pasig City, Philippines

Manage day-to-day operations of a sales group comprised of 150 FTE with 9 supervisors for a telecommunications provider with outbound services• Contribute to short and long term organizational planning and strategy as a member of the management team• Oversee, develop, and implement monthly and quarterly assessments, incentives, and forecasts of financial and sales performance against operational goals• Responsible for list management and dialing strategy• Facilitate weekly regular performance reviews with client and internal stake holders• Conduct final interviews for new hires

• Managed day-to-day operations of a collections group for an offshore utility provider with both inbound and outbound services• Team composition: 7 Team Leads, 7 COs (Collections Officers), 3 Support personnel, 1 QA lead, 4 QAs, 100 CAs (Collections Advisers)• Managed both Business to Business(commercial) and Business to Consumer (domestic) aspects of collections • Designed and implemented performance scorecard to manage performance from agent to manager level• Facilitated regular call conferences with the client for performance updates and goal setting • Developed collection strategies that resulted to the group’s highest collection rate to date

• Managed day-to-day operations of a technical support group comprised of more than 200 agents• Created development plan for outliers and bottom performers• Responsible for agent/coach performance upgrade

• Created performance dashboards for various Outbound services for real time performance tracking and monitoring. Dashboards can also be a source of historical data for performance analysis• Point-of-contact for all Outbound Incentives• Managed day-to-day operations of a sales group comprised of more than 50 agents• Managed and developed 6 coaches and 2 Junior Managers •Created schedules for coaches and teams to ensure maximum coverage and optimum sales performance• Developed a Mentoring program to help agents increase their learning curve • Developed performance appraisal and incentives for all Outbound Services (Acquisitions, Inbound Sales, Winback, Sales Certificate, Sales Chat, Sales email, BPO and Upsell) • Created a central data file for all Outbound services for a more efficient data management• Created a productivity tracker that agents use to measure their performance versus the goal and take note of their running incentive for the month

• Created the development program for Acquisition newhires with focus on the slow-performing agents • Mirrored the same development program for the Upsell group • Developed travel pod activities for newhires for better transition from Training to production• Lead pilot group for BPO/BPO Support • Lead pilot group for Inbound Sales • Pioneered Race to Platinum – a synergy program among Operations, QA and Training to ensure agent success in closing sales while meeting other key performance metrics

• Was very successful with the following call types:o Acquisitionso Upsello Welcomeo Customer Service• Partnered with challenged agents when necessary to share best practices• Prepared supplementary materials to reinforce training such as scripts and tip sheets• Part of the Buddy Mentoring Program/ Amazing Race where challenged agents are paired with buddies to help improve their overall performance.• Consistently hit the following metrics: sales goals, QA goals and cancellation threshold for the company’s client Dish Network, the second biggest satellite television provider in the USA• Part of the pilot group of 25 agents for Acquisitions which to date currently has over 100 agents• Part of core group for Upsell campaigns and other special campaigns provided by the client.