Regie Esteban Email & Phone Number

Ottawa, On, Ca

Ontario, Canada

Toronto, Canada Area

• Collaborates with operations and other cross-functional teams to capture business process requirements for implementation of process improvement initiatives including, but not limited to automation and digital transformation• Analyzes current operational processes and ensures that process designs, and improvements are in alignment with the overall strategic goals of the organization• Work with Scrum Master, Product Owner, and the rest of DevOps to ensure that each project progresses… Show more • Collaborates with operations and other cross-functional teams to capture business process requirements for implementation of process improvement initiatives including, but not limited to automation and digital transformation• Analyzes current operational processes and ensures that process designs, and improvements are in alignment with the overall strategic goals of the organization• Work with Scrum Master, Product Owner, and the rest of DevOps to ensure that each project progresses according to testing and implementation plans using the Agile method• Develops, creates, and modify documents including business requirements and technical documents like epics, user stories, work instructions, SOP, and test cases; for specifications testing, training and implementation of new products and initiatives using BPMN• Facilitates training, support, and guidance to all members across the organization in line with the projects implemented• Acts as a liaison between operations, IT, and other cross functional teams to communicate and articulate plans and projects with clients and other internal stakeholders Show less

Philippines

• Primary lead for mapping end-to-end processes of one of the company’s strategic accounts to identify process improvement opportunities and potential revenue streams for the company• Led a Consulting project to improve the call center processes of a well-known retail store in Singapore—including identifying and computing for the correct Key Performance Indicators (KPIs) to measure the true Voice of the Customer (VOC) and reduce non-value added work for the back-end teams• Mentored… Show more • Primary lead for mapping end-to-end processes of one of the company’s strategic accounts to identify process improvement opportunities and potential revenue streams for the company• Led a Consulting project to improve the call center processes of a well-known retail store in Singapore—including identifying and computing for the correct Key Performance Indicators (KPIs) to measure the true Voice of the Customer (VOC) and reduce non-value added work for the back-end teams• Mentored, collaborated, and led process improvement projects and teams using the Lean Six Sigma Methodology• Oversaw the strategic process improvement projects and digital transformation projects in the company's Philippine site that employs over 13,000 individuals Show less

• Design of streamlined training processes to improve capability and efficiency of the department improving trainer performance, new hire retention and learning curve• Established internal controls associated with the call recording system as required by PCI DSS• Developed and mapped the processes needed to grow the capability maturity of the Quality Department from Quality Assurance to Business Excellence• Developed the KPI database for the Operations department to help identify… Show more • Design of streamlined training processes to improve capability and efficiency of the department improving trainer performance, new hire retention and learning curve• Established internal controls associated with the call recording system as required by PCI DSS• Developed and mapped the processes needed to grow the capability maturity of the Quality Department from Quality Assurance to Business Excellence• Developed the KPI database for the Operations department to help identify trends in performance and the effectiveness of action plans Show less

• Top division for 11 straight months and earning 1/3 of the revenue generated by account• Successfully reduced the repeat calls from 33% down to 28% by sending the customers post call e-mail articles or self-help options for future related concerns• Reduced the learning curve of newly hired agents in production from 12 down to 6 weeks by using a chat-based escalation system; the system also helped reduce the turn-around time for complex transaction from 2 days to just 30… Show more • Top division for 11 straight months and earning 1/3 of the revenue generated by account• Successfully reduced the repeat calls from 33% down to 28% by sending the customers post call e-mail articles or self-help options for future related concerns• Reduced the learning curve of newly hired agents in production from 12 down to 6 weeks by using a chat-based escalation system; the system also helped reduce the turn-around time for complex transaction from 2 days to just 30 minutes• Top call transfer destination study led to the development and implementation of a workflow tool that helped address common technical-related concerns of the customers• Recommended changes in the agent incentive scheme which helped the account reach one of the top 5 spot in the overall client scorecard out of 33 vendors• Reduced the 7-day repeat rate of the division by segmenting the repeat calls to days and hours Show less

Mandaluyong City, Philippines

• Developed and institutionalized ISO compliant processes including Business Continuity Plan; performed as lead auditor; and reduced 10 significant findings to 3 minor findings for a key account• Developed the Client Program Operations Manual with service level agreements that helped grow the capability maturity of the account• Successfully reduced the AHT rate of a financial campaign by 25 seconds• Create lean support processes and scorecards for new and incoming campaigns

Philippines

Bachelor Of Science (Bs), Electrical And Electronics Engineering

Education record