Jose Iii Tirona Email & Phone Number

• Manages, coaches, and trains a team of Digital & Technology staff.
• Documents procedures and standards.
• Ensures staff appropriately documents their work such as functional/technical specification, development, or architectural designs.
• Provides tiered digital & technology support for end users.
• Gathers and reports on support metrics in order to identify trends that warrant attention.
• Works with vendors to deliver updates, resolve issues, and manage the product life cycles and upgrades.

• Assess and prioritize the top quality issues affecting the company across all decision-making channels
• Stay connected with how the company's support ecosystem is evolving and help head off quality issues before they begin
• Drive investigation of highly sensitive issues affecting the company, working with teams and leaders to understand what happened and why
• Tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
• Drive accountability with leaders and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders

• Be in charge of running and managing a team of Customer Service Executives from Manila, Montreal, Korea, and Tokyo
• Set targets for all other agents to meet
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
• Monitor all correspondences to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new agents

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the.
• Maintain accurate metrics of direct reports individual performance as well as overall team level Training and Quality performance
• Manage resources across the assigned portfolio (personnel schedules, varying account needs)
• Evaluate levels of Training and Quality process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key Training and Quality support processes within each account and recommends changes

• Weekly and monthly tasks include managing agent, line of business, regional and site dashboards, as well as overseeing success and intake of automation.
• Worked with cross-functional teams in building business intelligence dashboards for monitoring operations KPI's.
• Key contributions including optimizing dashboard templates used by ANZ regional CommOps reducing dashboard defects improving scalability & efficiency.
• Provided Analytics & Insights to stakeholders.
• Mentored junior analyst in handling ANZ line of business and stakeholder management.
• Set up infrastructure for daily, weekly, monthly and quarterly (Town Hall) reporting including performance reports, deck presentations and data visualization.

• Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
• Ensure the team is delivering exceptional customer experiences and meeting service level requirements
• Analyze the performance of the teams and provide constructive feedback on a consistent basis
• Be a Subject-Matter Expert (SME) on the team’s processes and policies
• Nurture continuous process improvement to deliver an excellent experience every time, all the time
• Manage enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of the team’s performance; escalate issues to Senior Leadership as.

• Provided technical & setup support to Advance Claims and Point in J users and partners as well as desktop support whenever needed. Knowledge in MS Office, Citrix, Remote Desktop Services, McAfee and Windows Systems.
• Provided training on the usage of Advance Claims and Point in J –ERP (Enterprise Resource Planning) applications customized for an insurance company.
• Created, modified Advance Claims and Point in J Knowledge Based articles.
• Tested & verified Quality & Bug Reports in the program for submission to Development Team for triage and verify solutions deployed to Production using Agile Concepts.
• Responsible for presenting year-end project and team performance reports to stakeholders
• Quality Analysis using Agile Methodologies:

Manage the team that handles FX retail investigations - Fails reporting, Overdraft analysis, reconcillations, and investigations of breaks.

• Responsible for the accuracy of all the transactions made among the clients of ANZ by verifying payment transactions submitted by clients through different product channels (MIFT and Payaway)
• Acts as a key point of contact and as SME for team members on matters impacting the production/process
• Proactively identifies gaps in process and is a key driver of process initiatives, by working with the production management to implement changes
• Identifies, coordinates and implements training requirements for all the team members, and prepares training plans and skills matrix
• Handles and strategizes the team’s daily workload based on the projected volume of work to derive effective utilization of capacity
• Manages, motivates, leads and develops team members to deliver great performance result aligned to the set and agreed KPIs, through regular feedback, and coaching