Peter Jeffrey Sandoval Email & Phone Number

Philippines

Pasay City, Philippines

Managed 10-25 associates/specialists within the Shipping & Delivery Support organization:• Frontline logistics customer service (Feb-Aug 2020)• Concessions and Supervisor Escalations (Sep 2020-Jun 2022)o Awarded as top escalations team leader for Peak 2020 • Executive Customer & Driver Relations (Jul 2022-October 2023)o Pioneer manager in establishing the workgroup in the Philippines. o Spearheaded the move from the North Americas market to the Australia market. o Conceptualized and continued ownership of case endorsement processes between teams and specialists. o Assigned as hiring manager in the workgroup’s ramp from 22 to 66 headcount (44 hires) from July-September 2023. • Other responsibilities: Owned a site-level project monitoring the identification, reporting, and fix of defective workstations, components, and peripherals (December 2021-October 2023)

Ncr - National Capital Region, Philippines

· Garnered experience in financial customer service, leading and managing front line representatives assisting clients (of a large regional U.S. bank) in general checking and savings account information and funds allocation, credit card concerns, as well as processing lost and stolen cards.· Focus metrics include OSAT (was identified as the top team lead in the enterprise for February 2018), Call quality, and AHT.· Awarded as the top team leader in the line of business in Q2 (April-June) 2018AS AN OPERATIONS MANAGER MANAGEMENT TRAINEE (August 2018-July 2019)· Managed a maximum total of 85 agents and directed 6 supervisors in the daily operations of credit card customer service· Interacted with client vendor managers to ensure smooth operational capacity of the Philippines site of the line of business, ensuring delivery of service requirements in training, billable hours, and focus metrics such as OSAT and Quality· During a 4-month inter-site/onshore VS offshore competition for OSAT, led the efforts of both credit cards and deposits accounts to win the November 2018 run.· Successfully brought up the delivery capacity of the line of business from 55 full-time employee offset (comparative work to onshore) to 65

Ncr - National Capital Region, Philippines

· Gained experience supervising agents for a major cable internet service provider, focusing on technical support for connectivity, email services, and troubleshooting cable internet equipment.· Was responsible in driving team-level sales through active internet service upgrades when it was part of deliverable metrics· Focused on training new hires, mostly without technical support background.

Ncr - National Capital Region, Philippines

· Managed 15-20 team members, ensuring productivity by meeting and exceeding client goals (measured through resolution, customer satisfaction, and handle time) and ensuring team and individual growth through effective daily leadership which includes doing temp checks and enforcing good attendance practices.· Actively participated in program processes development, through analysis of client data concerning performance, by determining key areas of strengths for reinforcement as well as identify areas for opportunity for improvement.· Objectively and effectively assessed team members (through performance monitoring using available data as well as direct observation) and creates development plans to reinforce strengths & address areas for improvement, making use of various methodologies that promote learning and growth.· Ensures a positive working environment through individual interaction and team building activities within and outside company premises.· Communicates important updates and conducts training for up-skilling purposes.AS A SENIOR TEAM LEADER (January 2007-June 2012)· Acted as mentor new leaders in managing their teams and completion of daily deliverables.· Created and delivered reports that showcased strengths in performance and avenues for improvement on a team and program level.· Continued the same responsibilities as of the team leader, garnering management/supervisory experience in technical support/sales (voice and chat) for one of the biggest U.S. computer manufacturer, and a well-known accounting and financial software service provider. Did the same in customer service for a major U.S. mobile services provider.· Occasionally tasked to monitor program productivity as a real-time workforce manager, ensuring agent adherence to schedule and maximizing available resources to meet service levels.