Luis A. Email and Phone Number
Luis A. work email
- Valid
Luis A. personal email
Innovative Systems Group"Bringing the Best Together"In a technological landscape where quick turnarounds and short acclimation timeframes are becoming the new standard of business, CIOs, procurement executives and hiring managers need a company that does so much more than source a role today with a qualified IT consultant. They need a partner who is consistently “Bringing The Best Together” to help them be in the right place at the right time and seamlessly adapt to a host of changes on the consulting, outsourcing and project management front. That’s why they choose Innovative Systems Group (ISG). For a clientele that includes a variety of companies in the Fortune 500, we bring the best people and resources together so our clients can hit the ground running. Whether that calls for obtaining that special kind of talent who meshes culturally with the organization’s goals for years to come, flexible OnDemand solutions to help clients quickly scale up or down or inventive options in OnShore development that enable us to keep consultants close to client operations while preserving their current space on-site.ISG is how forward-thinking businesses find the highest level of intelligence on the IT consultants, trends and tools that will shape the next era. So they can continue to lead rather than follow.Professional Skills: Superior project management skills; Understands the need to pay attention to the details while managing the big picture; Excellent communication and interpersonal skills; Ability to problem solve and look for continuous improvement opportunities (Six Sigma Champion)Specialties: Operations Management; Employee Relations; Project Management; Sarbanes-Oxley, Audit, Internal & Business Controls; Business Process Outsourcing; Business Process Improvement/Re-engineering; Business Continuity Planning; Strategic Planning; Third Party Reimbursement/ Claims Processing; Human Resources; Finance & Accounting; Recruitment - Staffing and Recruiting
Innovative Systems Group
View- Website:
- innovativesys.com
- Employees:
- 210
-
Senior Recruiter And Isms Supplier Relationship ManagerInnovative Systems GroupManila, Ncr, Ph
-
Senior Recruiter / Isms Supplier Relationship ManagerInnovative Systems Group Nov 2014 - PresentGreater Chicago Area- Managed the full recruitment lifecycle, including sourcing, interviewing, job offer, negotiating, and closing of candidates.- Worked with US counterparts to understand hiring needs of position through job duties and business requirements.- Recruit, qualify and place candidates with matching skills to job requirements.- Source candidates for open positions by using online recruiting resources and in-house applicant tracking systems to identify qualified candidates.- Maintain a strong and effective candidate pipeline by building a network of contacts to help source future candidates.- Coordinate Business requirements with Third Party Vendors to source for more candidates- Negotiate and set rates to meet expected gross margin targets.- Carrying out recruitment for local requirements
-
![[24]7](https://cimg.aeroleads.com/ln/logos/bc/360383f9a2cd3d0e58a69435336deccb.jpg)
Tier 2 Technical Support Representative[24]7 Nov 2013 - Nov 2014o Deliver customer satisfaction and problem resolution.o Educate customer on detailed product information.o Proper call escalation, call transfer, and redirection of customer’s concern.o Advanced ability to configure and troubleshoot internet applications(browsers, email, etc.)o Apply advanced knowledge of computer hardware, software, and operating system (Windows, Macintosh), networks and servers.o Configure and troubleshoot internet security software (firewall, anti-virus, etc.).o Provide best effort with hardware installation and networking. -
Lead Process Coordinator-Back OfficeSykes Feb 2013 - Oct 2013o Point-of-Contact for Manila Call Center for all US-based departments of the account.o Responsible for creating and streamlining process and procedures,suitable for Manila operations through Training Flashes, Walk throughs,FAQ’s, Process/Call Flow(s), etc.o Responsible for reviewing and handling customer complaints,processing warranty or repair claims, which may include follow-ups,call back assignments or coordinating case concerns with other US-based account departments (if applicable), paperwork or by ordering items for customers as accommodations.o Assists agents and mainly the Escalation Team in handling escalated cases by providing resolution options.o In-charge for process orientation/training for new hires and refreshers for leads; conducts product training, if necessary.o Tracks and reports agent accuracy on approved processes and resolutions handling to operations to identify key areas for coaching,quality or training opportunities.o Serve as a back up Data Analyst to VOC Analyst that consolidate PIR cases for US and Canada as well as sort cases for Home Appliance and Video. -
Back-Up Team Leader – EscalationSykes Jul 2010 - Jan 2013o Monitors Team and Agent Overall Performance Prepares Weekly Team Reports and presents them to operations; Assist in conducting team huddles to inform agents of updates and motivate them as good team players; Coach agents on their current performance, informs them on their strong and weak points and makes sure that they are bound to be top performers.o Creates updates, troubleshooting hints, call-flow guide for agents.o Offers assistance to consumers who have reached account’s corporate offices (Call-Out), and takes supervisor calls, if necessary.o Participates in QA listening sessions and Client Calibrations.o Create troubleshooting guide and updated processes for Video split in Knowledge Base.o Monitor and track agent errors to be forwarded to Team Lead for scorecard use.o Answer product queries and provide troubleshooting steps being sent through the website.
-
Operations Subject Matter ExpertSykes Jul 2009 - Jun 2010o Provide agents with updated information from the client.o Conduct product training to new hire class.o Cross train and up-train agents from one split to another.o Create reports in relation to training class.o Have trainees undergo examination which they need to pass before they hit training bayo Provides assistance to agents by answering their questions on product,troubleshooting or call-handling procedures during training bay.o Coach agents and provide techniques in order to pass QA.o Create power point presentations with regards to updates for product training.o Assure all agents undergo yearly client security policy procedure.
-
Escalation RepresentativeSykes Nov 2007 - Jun 2009o Accept 2nd level technical support calls.o Provides assistance to agents by answering their questions on product,troubleshooting or call-handling procedures.o Monitors call queue for the split to ensure that all calls are answered in a timely manner.o Resolve customer’s complaints and concerns.o Conducting Outbound calls with regards to cases assigned to us.o Coach agents to improve their performance.o Participates in QA listening sessions and Client Calibrations.o Provide floor support during training bay.
-
Technical Support RepresentativeSykes Oct 2006 - Oct 2007o Offers technical assistance through Phone (Voice) for Consumer Electronics; has experience in offering technical/customer assistance for Email.
-
Tele-Sales RepresentativeEpixtar Philippines It Enabled Services Corporation May 2006 - Sep 2006o Call potential B2C (Business to Consumer) clients in the US and offer them the Discover credit card. The account offers the card to college students, existing card members and if lead person is not available we offer the card to anyone who is over the age of 18 years old.o Answer any questions of the customer about the product is offering and provide necessary rebuttals for any objections the customer might say.o When closing the sale, strictly implement the closing procedure by reading back all the information given by the customer verbatim.o Meet individual and team goal by making a sale and meet quality assurance metrics during each call by following the call flow.o Provide action plans to improve each call after Team Leader makes an evaluation after TL is finished monitoring the call.o Provide accurate and detailed information to customers when presenting the product. Misleading is strictly prohibited o Strictly implementing disposal of each call. -
Customer Service RepresentativeClientlogic Nov 2005 - Apr 2006o Provide accurate and speedy information regarding clients account like account balance, gross contract amount, calculate pay-off amounts to close client’s account, equipments that where placed on the account, number of terms on the account and other vital information that are needed by the customer.o Doing correct transfer procedures for mis-routed calls.o Doing multi-tasking while in a call maximize the time to finish inputting and gathering information and minimize actual handling time that is required on the account.o Meeting individual and team metrics that is required by the account and provide our clients with excellent and accurate information in a friendly and professional atmosphere.o Attend trainings for new updates and procedures that are applied on the account.o Accomplish reports and requests during a call and after the shift like copy of contract, billing statements, change of address, information on tax issues and other information needed by the customer.
Luis A. Skills
Luis A. Education Details
-
B.S Physical Therapy -
Notre Dame Of Greater ManilaHigh School
Frequently Asked Questions about Luis A.
What company does Luis A. work for?
Luis A. works for Innovative Systems Group
What is Luis A.'s role at the current company?
Luis A.'s current role is Senior Recruiter and ISMS Supplier Relationship Manager.
What is Luis A.'s email address?
Luis A.'s email address is lu****@****sys.com
What schools did Luis A. attend?
Luis A. attended United Doctors Medical Center - Southeast Asian College, Notre Dame Of Greater Manila.
What skills is Luis A. known for?
Luis A. has skills like Call Centers, Workforce Management, Contact Centers, Transition Management, Bpo, Inbound Marketing, Recruiting, Talent Acquisition, Human Resources, Vendor Management, Customer Service, Customer Satisfaction.
Who are Luis A.'s colleagues?
Luis A.'s colleagues are Mary Ann Ortua, May Pascual, Ali Omar, William Chang, Naveen Kumar, Glorious Tutorial, Chris Hart.
Not the Luis A. you were looking for?
Free Chrome Extension
Find emails, phones & company data instantly
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial