Paul Edward T. Email and Phone Number

Leading and managing a large-scale chat support operation in a BPO environment, specifically assisting US customers of a major retail brand. A strategic leader who oversees a multi-tiered team structure, including Chat Support Managers, Senior Team Leaders, and Team Leaders who supervise chat agents. Also responsible for guiding the project’s training team to ensure that all customer service representatives are equipped with the skills, knowledge, and tools needed to perform at their best.A senior leader with a passion for customer service excellence, team development, and operational efficiency in a complex, fast-paced BPO setup.

* Handles a cluster of 3 Operations Managers with 3 STLs each under their bucket handling 3-5 TLs each who supervise 15-18 CSRs reporting under each* Managing operations performance of the project to meet and exceed client targets* Supervise Training, Nesting and Operations focusing on performance, retention and process adherence while keeping the clients in the loop

Handling virtual assistants who provide services to clients and businesses virtually. Conducts coaching, mentoring and development planning to direct reports. Closely coordinate with clients for all necessary task requirements, timelines, process development, and completion.

The Campus Employee Experience Manager is responsible for analyzing, strategizing and supporting targeted engagement initiatives to meet program and corporate goals at the site level. Duties include planning, facilitating and executing employee engagement programs, while managing a small team of Campus Employee Experience Coordinators. The successful candidate will be part of a remote Campus Employee Experience team, reporting to the Campus Employee Experience Director. They will also work closely with the EX team, and local Operations Leaders, collecting insight and valuable VOA data (Voice of the Agent) that will help drive engagement priorities while strengthening employee transparency. The Campus Employee Experience Manager is also responsible for helping leadership meet corporate and program level retention goals, while being a company ambassador that ensures an exceptional level of employee experience. Flexibility in the role is important, as function and responsibilities will change as corporate engagement programs evolve, and your site’s campus continues to grow and develop. The successful candidate is trustworthy and sets the tone for employees on-site, allowing them to be engaged, motivated and successful.

Handling Team Leaders for coaching, mentoring and in managing performance for the cluster and the LOB. The direct link of operations to the LOB Director.

The individual will be responsible for implementing enterprise level employee engagement plans leveraging on existing people programs within Teleperformance and Telstra. Their role exists to actively advocate improvements to bring us closer to our vision as the best place to work. Our Engagement Leader will work closely with operations and other support groups to create, mobilize and organizes enterprise based incentives, events, recognitions and employee programs targeting best in class talent retention and employee satisfaction scores.Duties/Responsibilities People Life Cycle Management• Mobilize/Implement people lifecycle management rigor to key accounts.• Design/customize/organize people life cycle management reporting for targeted accounts.• Lock rigor for meetings and engagements• Participate/Attend PLCM related workshops and project meetings.• Works with PLCM Project team to deliver actions specific to the site.Promote a positive work environment• Create/develop people/engagement related ELPS that can be rolled out targeting frontline leaders.• Advocate the practice of HPP across all levels of operations.• Coordinate/Develop engagement calendars for the site• Serve as primary site contact for all TP/Client Incentives and Activities• Assist in the mobilization and execution of all TP/Client Incentives and Activities• Ensure incentives are properly managed, documented and liquidated Duties/Responsibilities Engagement Feedback Loops• Design/implement engagement feedback loops post e-sat surveys• Participates in the Employee Engagement feedback loop during insight generation, action planning and communication.• Analyze engagement data/results to identify areas for focus, and provide recommendations and practical solutions for improvement• Conduct monthly/as needed FGD to gather insights and feedback from employees.• Produce a detailed project plan to ensure issues raised through the process are properly tracked and actioned.et. al.

Handling Team Leaders for coaching, mentoring and in managing performance for the cluster and the LOB. The direct link of operations to the LOB Director.

(Company formerly known as Omniglobe International) Handled Team Leaders with 84 FTEs overall headcount. We handle sales for IPTV, HSIA and VOIP for a known provider in the United States. Taking care of the site's Attendance and Punctuality Project, NPS-CSAT Project and Process Improvement and Standardization.

Handled the start up of Human Resources Customer Service in the Manila Site supporting the North America, Canada and Philippines employees of JPMC, with 4 Junior Leads reporting to me, and 60 HR CSRs headcount. We handled all HR-related concerns regarding payroll and timekeeping, retirement, HR systems assistance, surviving relatives support, and assistance on the company policies and procedures through phone and through the HR Employee Self Service tool.

Card Activations Process (CAP) Team Manager: handled a team of Card Activations Process Advisors who takes care of activating new and renewal credit cards, and handled sales and marketing of upgrade products for the Chase Credit Cards. Took care of additional tasks in handling the overall employee engagement activities in the said line of business, handled arts and aesthetics to create an environment conducive to productivity, and handled the standardization process of workflows in the line of business, including how to leave a good, lasting impression to customers.

handling Chase Credit Cards collections for past due accounts by analyzing the customer's situation and match it with available payment programs of the bank.

Part of the Timekeeping Errors and Corrections initiative and Sales Improvement Initiative while handling a team of fifteen (15) Sales & Entertainment Consultants for DirecTV.

Assists in bridging the gap between training and operations. We handle the transitioning team in their entry to production. As part of the TCon team, I conduct additional training modules in lieu of the client requirements and of the most recent updates cascaded in operations, including Sales techniques. I also did floor support and assistance while the transition team is taking their first set of calls. While doing floor support, I also conduct call monitoring basing their ratings on the quality requirements of the project, after which I conduct one-on-one performance coaching sessions with those representatives I monitored, providing feedback on how they were able to handle their calls and how they rated in Quality.

Handling customer service and sales calls for DirecTV customers, providing them recommendations for the best package to suit their lifestyle and needs.