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.

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”.

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