Ryan Serrano Email & Phone Number

Cavite, Calabarzon, Philippines

Angeles, Central Luzon, Philippines

Angeles, Central Luzon, Philippines

Pasig, National Capital Region, Philippines

The most professional accounting outsourcing partner to help you build and grow an offshore team. The experts to select and develop your best people. Easily.

Muntinlupa City, National Capital Region, Philippines

• Supervised 8 SMEs/Coaches and 20-25 Team Members• Prepared individual development plan to improve performance and promote career growth• Oversaw day-to-day operations and performance, and provided coaching on a regular basis to team members• Monitored calls and audited output to ensure that due procedures and quality standards are strictly adhered to• Set goals and evaluated agents' performance appraisals• Worked as the POC for client management• Collaborated… Show more • Supervised 8 SMEs/Coaches and 20-25 Team Members• Prepared individual development plan to improve performance and promote career growth• Oversaw day-to-day operations and performance, and provided coaching on a regular basis to team members• Monitored calls and audited output to ensure that due procedures and quality standards are strictly adhered to• Set goals and evaluated agents' performance appraisals• Worked as the POC for client management• Collaborated with support teams by identifying training and quality needs, and participated in recruitment activities• Worked with the transformation and project management team by identifying process gaps to contribute in creating value-added services for the client• Created a healthy and motivating work environment, planned and organized team building activities to promote work-life balance• Addressed disciplinary and/or performance problems with accordance to the company policy Show less

Makati, National Capital Region, Philippines

• Responsible for leading a team of Talent Acquisition Specialists from technical guidance and coaching to mentoring values of professionalism to performance management on a daily basis• Engages regularly with US-based clients, updating them on the progress and performance of their accounts, receiving and providing feedback on various aspects of the operation and the relationship and acting on required changes• Assists the Section Manager in reporting and analyzing performance data to… Show more • Responsible for leading a team of Talent Acquisition Specialists from technical guidance and coaching to mentoring values of professionalism to performance management on a daily basis• Engages regularly with US-based clients, updating them on the progress and performance of their accounts, receiving and providing feedback on various aspects of the operation and the relationship and acting on required changes• Assists the Section Manager in reporting and analyzing performance data to enhance business decision-making, positively impacting Operations and enabling continuous improvement; also participates in the communication of performance metrics and analyses to Clients• Keeps abreast of market trends and demands impacting our Clients' ability to attract competitive candidates; serves as a critical management resource regarding such trends• Incorporates the vision set forth by the company mission, vision, culture and values into the day to day operations of the team; provides information to the Section Manager regarding the team's issues; keeps team members abreast of important items necessary to enhance operational performance Show less

Taguig, National Capital Region, Philippines

• Responded to and resolved employee relations issues expressed by team members• Directed and controlled team members to ensure targets are met and duties are performed according to guidelines• Addressed disciplinary and/or performance problems according to company policy• Provided statistical and performance feedback and coaching on a regular basis to each team member• Monitored calls to ensure that due procedures and quality standards are strictly adhered to• Facilitated… Show more • Responded to and resolved employee relations issues expressed by team members• Directed and controlled team members to ensure targets are met and duties are performed according to guidelines• Addressed disciplinary and/or performance problems according to company policy• Provided statistical and performance feedback and coaching on a regular basis to each team member• Monitored calls to ensure that due procedures and quality standards are strictly adhered to• Facilitated and organized training sessions for agents and participates in recruitment activities• Set goals and evaluated agents' performance appraisals• Assisted the Operations Manager with daily operation of the call center including development, analysis and implementation of staffing, training, scheduling and reward/recognition programs• Resolved complex issues escalated by team members, by creating well-developed solutions to help external customers bring their accounts current and offering home retention and liquidation options to avoid property foreclosure Show less

Quezon City, National Capital Region, Philippines

Pasay, National Capital Region, Philippines

Muntinlupa City, National Capital Region, Philippines

Information Technology

Education record

Secondary Education