Robert Tan Email & Phone Number

Philippines

Pasay

Philippines

Manila

Family Business - Self-EmployedSelling general merchandise - Fruits, Vegetables, Rice, Glutinous Rice, School Supplies, Dog Food, Water Station, grocery items etc.

Five E-Com Pasay City

• Act as liaison between Teletech and Telstra by analyzing data, reviewing Statement of Work and computing possible gain or loss from agreement.

Wells Fargo Dr Mckinley Hills Taguig

• Manage a team of 12-14 research and remediation analysts and 1 team lead to help customers' concerns with their credit card disputes.• Assume the responsibility and accountability for the team in the absence of Operations Manager• Strategize to achieve team’s monthly performance goals.• Monitor individual team performance including CSAT, Quality Review, AHT, cases closed per hour while meeting contributory matrix such as aging, turn around time and compliance. • Conducts performance evaluations of direct reports on a weekly basis including mid year and end of year performance review. • Act as the lead for transition team, developing new team members prior being endorsed to their respective supervisors.

Wells Fargo Center Mckinley Hills

• Manage a team of 12-14 collectors to meet the required dollars collected per hour for pre-charged off, primary and tertiary accounts while maintaining bank compliance.• Assume the responsibility and accountability for the team in the absence of Operations Manager• Act as transition supervisor taking care of quality and compliance performance of new hires before they were endorsed to operations.• Conducts performance evaluations of direct reports to meet their required goal.• Mentor transition coaches in preparation for next level promotion. • Address direct reports’ needs and concerns, performance and motivation issues and conflicts.

Vxi Makati

Primary Function: Manage a team of 4-5 Team Development Leaders (each team lead has 13-15 direct reports) in meeting business needs and developing future managers for the account. Productivity• Assume the responsibility and accountability for the team in the absence of Business Leader• Construct and monitor performance improvement plans and work with Team Development Leaders to achieve objectives and performance targets.• Monitor queue of calls including Service Level, Occupancy, Average Speed Answer, Connect Minutes and other KPIs• Conduct performance evaluation of direct reports.• Create effective performance improvement and professional development plans for the team.• Address direct reports’ needs and concerns, performance and motivation issues and conflicts.• Monitor, coach, and counsel Team Development Leaders in an ongoing development process.• Discipline direct reports as needed.• Build strong morale in the team and facilitate their acceptance of organizational changes.

Vxi Makati

Primary Function: Supervise a team of 13 – 15 specialists and support team operations in meeting business needs by demonstrating outstanding leadership and interpersonal skills.Productivity• Monitor schedule adherence, productivity and quality statistics.• Construct and monitor performance improvement plans and work with specialist to achieve objectives and performance targets.• Provide accurate weekly specific performance report.• Monitor queue of calls.• Assist agents while they are taking calls “on-the-floor”.• Serves as back-up point of escalation when Subject Matter Experts are not available.• Assume the responsibility and accountability for the team in the absence of the Group Manager.• Provide clarifications and guidelines to enhance specialists’ understanding and competence relative to client-specific information and handling different customer transactions.• Conduct performance evaluation of direct reports.• Create effective performance improvement and professional development plans for the team.• Address specialists’ needs and concerns, performance and motivation issues and conflicts.• Monitor, coach, and counsel specialist in an ongoing development process.• Discipline direct reports as needed.• Build strong morale in the team and facilitate their acceptance of organizational changes.

Bachelor Of Science In Business Administration Major In Banking And Finance, Banking And Finance

Bachelor Of Business Administration (B.B.A.), Banking And Financial Support Services

Activities and Societies: JFINEX