Francis Malcolm Robles Email & Phone Number

Lead Operations Supervisor - April 2014 - Present• Successfully transitioned second level support work-streams in Manila which started with single support team composed of 4 FTE's. The team has now grown to 24 FTE's and is supporting four different lines of business• Coordinates directly with onshore counterparts and stakeholders in working and managing teams across Manila and North America• Manage agent performance by constant monitoring, motivating and coaching towards agent developmentTeam Performance Leader - Nov 2012 - April 2014• Responsible in handling a group of agent’s and makes sure that each member is able to meet/exceeds goals required by the program• Manage agent performance by constant monitoring, motivating and coaching towards agent development

Quality Supervisor – Harte-Hanks Inc. – (2012 – Present)• Part of the Team that spearheaded the transition of our Tech Lead team from Operations to Support Group(Quality)• Created a specific career path for Tech Leads which includes projects, skills development and increase accountability• Role standardization which started with our current line of business and be rolled out across the whole facility• Create a specific measure output of success(Scorecard) that would assist in driving program goals and agent accountability• Transitioned to supervise the quality group for our line of business.• Weekly Interaction with clients which includes calibration session, data analysis presentation and other product functions.Operations Supervisor– Harte-Hanks Inc. - 2011 – 2012(Supervisor – Tech Lead Group)• Responsible in handling a group of agent who are considered subject matter experts(SME/Tech Leads)• SME responsibility is to do floor support for operation, which concentrates on agent efficiency (Issue Resolution and Handling Time)• Gathers and Analyze specific data for operations which provides critical input to help improve processes and Key Performance Indicators (Metrics) – Quality of Service, Handling time, Call Drivers.• Point of Contact for Client Calls and Conference War Rooms• Serves as a point of contact for operations when needed. (Business Contingency Plan)(Supervisor - CIA)• Responsible in handling a group of agent’s and makes sure that each member is able to meet/exceeds goals required by the program• Manage agent performance by constant monitoring, motivating and coaching towards agent development

(Supervisor – Tech Lead Group)• Part of the team that initially define the role of a Tech Lead, moving them to a single group and defining their current role in operations.• Gathers and Analyze specific data for operations which provides critical input to help improve processes and Key Performance Indicators (Metrics) – Quality of Service, Handling time, Call Drivers.(Supervisor – Operations Manager Intern)• Responsible for account performance and metrics• Responsible in handling a group of supervisors in line with monitoring team performance, team compliance and development. (Supervisor – Special Project)• Responsible for handling the Escalations group for a specific line of business• Escalations group included both inbound and outbound Tiers• Responsible in creating process depending on client requirements(Supervisor - CIA)• Responsible in handling a group of agent’s and makes sure that each member is able to meet/exceeds goals required by the program• Manage agent performance by constant monitoring, motivating and coaching towards agent development

• Subject Matter Expert• Pioneer Tech Lead to support a new line of business for the account• Point of contact with clients for our Escalations group

College, Bs Electronics And Communications Engineer

High School