Keith Richard Razon Email & Phone Number

Valenzuela, Ncr, Ph

Manila, National Capital Region, Philippines

o Leads, coaches, mentors and develops members of the operations team consisting of Program Supervisors, Team Leads and Coordinators.o Assists the Account Director in managing the relationship with client leadership and business stakeholders.o Identifies priorities, delegates responsibilities and allocates resources to service delivery teams according to client(s’) needs.o Drives performance through establishing and upholding performance metrics, focusing on achieving the highest level of client satisfaction.o Oversees and/or provides direction on the identification of performance goals, analyzing performance metrics and assessing team member performance; provides oversight to team member development.o Assesses financial and operational performance to ensure services are being optimally delivered according to Service Level Agreements (SLAs), Operating level Agreements (OLAs), as well as internal goals and objectives.o Manages all escalated issues and regularly meets with client(s) to review performance metrics and proactively recommends and implements related solutions as needed.o Oversees the identification, development and implementation of best practices in recruiting and sourcing strategies applicable to assigned client(s).o Partners with internal shared service teams to ensure high quality service to the client.o Develops innovative service delivery solutions to reduce cost of service while maintaining high quality standards.o Participates in special projects and performs other duties as assigned.

Ncr - National Capital Region, Philippines

o Developed and implemented center procedures; maintains and supervises day-to-dayoperations; acts as central point of contact and support for various functions deliveredby the center.o Maintained a broad understanding of various technologies required to create andmaintain call and operational capability. o Prepared activity, progress and status reportso Established processes and coordinates logisticso Developed and managed project schedules, identify risks and clearly communicate them toproject stakeholders, define problem solving and risk mitigation strategies, and facilitateconflict resolutiono Served as a technical and team leader for product and service development that involvemultiple disciplineso Facilitated collaboration with and between all internal departmentso Led and directed the work of others

o Ensured that all concerns of people in my alignment are addressed and proper resolution is provided in a timely fashion. Ensured that people metrics are always met.o Strategized and executed on logistics for action planning in partnership with clients to meet organizational goals and targets.o Managed KPIs/metrics to ensure that goals are met and exceeded consistently.o Maintained an open communication channel with clients and ensuring that all contractual commitments with them are met and exceeded.o Managed performance and daily operations of a team of recruiters/researchers, and directed them to meet/exceed goals defined with clientso Provided financial management in terms of planning, budgeting and profitability for accounts handled.o Assisted client managers in maintaining positive client relationshipso Developed and manages tactical sourcing and recruitment strategies, in partnership with the operations manager and client managerso Ensured successful implementation, continual operation and success of accounts, by collaborating with different work groupso Built recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/cliento Other duties include employee development, reports generation and analysis

o Provided leadership support for both Team Managers and consultantso Responsible for direct supervision of 25-30 agentso Performed coaching sessions for Managers to further develop their leadership skills and managing team performanceo Provided coaching and efficient action plans for improvement of consultant’s metrics and goalso Provided support to the program’s service level by managing calls and real time queue assistance with operations desko Set and presented weekly and monthly reports about the progress of the team and its corresponding root causes with action plans.o Guided Managers with their goals and objectives to become effective leaderso Presented reports and reviews/analysis for Account managers citing the team’s performance with RCA and its corresponding actions for improvement.

o Responsible for direct supervision of 25-35 agentso Responsible for the attainment of client set goals, efficiency targets and overall team performanceo Performed consistent and effective coaching sessions to address performance gapso Analyzed agents performance and develops action plan to bridge gapso Conducted regular performance management to improve challenged members of the teamo Conducted post Training activities to ensure calibrationo Prepared agents before they transition over to Productiono Provided quality agents from Nesting to Transition phase o Supported agents and coach them on their development on their calls and metricso Presented reports and reviews/analysis for Account managers citing the team’s performance with RCA and its corresponding actions for improvement.o Assessed applicants during their final sign off for the account. Interview applicants and gauge both their technical and communication skills, fit for the program’s needs

o Helped agents through effective coaching and floor-walking; identifies key opportunities and works with the agents to improve the result and within the prescribed timeline for improvement. o Constantly walked the floor and assisted in handling escalated calls. o Helped in the effective cascade of information such as product updates, CE training, etc. o Assisted the supervisors in handling new hire transitions teamso Rendered phone time for escalations/assist calls.o Coached and developed agents to meet project required metrics.

o Delivered high quality, Technical Support to customers.o Provided a professional & competent standard of supporto Managed all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.o Resolved open enquiries as efficiently as possibleo Accurately recorded all customer interactions in the case tracking database. (Content to be logged in full written English).o Demonstrated confidence and willingness to resolve customer requests or queries.o Interacted effectively with the personnel, tools & resources in the Customer Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)o Maintained and improve Customer Satisfaction by delivering those initiatives that have been identified as crucially important during each and every customer support engagement.o Acted in a mature and professional manner towards customers at all times.