With over 16 years of dedicated experience in the call center industry, I am a passionate and results-driven professional. My career journey has been marked by a relentless pursuit of excellence, a commitment to operational efficiency, and a dedication to security and compliance.Call Center Expertise: My extensive background in call center management has equipped me with in-depth knowledge of the intricacies involved in delivering exceptional customer service. I have had the privilege of leading high-performance teams, optimizing processes, and exceeding key performance indicators.Lean Six Sigma Champion: I am a certified Lean Six Sigma Yellow Belt practitioner, and I bring a data-driven approach to process improvement and operational excellence. I believe in the power of continuous improvement to streamline operations, enhance customer experiences, and drive business growth.Security and Compliance Advocate: Ensuring the security of customer data and adherence to industry regulations is paramount. I have a track record of implementing robust security measures and ensuring compliance with industry standards, safeguarding both customer trust and organizational integrity.Project Management Proficiency: Proficient in project management, I have successfully overseen complex projects, from planning through execution, always ensuring that projects are delivered on time and within scope. My project management skills have been a valuable asset in driving organizational change and achieving strategic objectives.Vendor Management: Effective vendor management is essential for seamless operations. I have experience in negotiating and managing vendor relationships to ensure that services align with business needs, delivering optimal value to the organization.I thrive on challenges, excel in fast-paced environments, and am committed to fostering a culture of continuous improvement and innovation. My aim is to leverage my wealth of experience and expertise to drive positive change, enhance operational efficiency, and contribute to the success of organizations that value excellence in call center operations.Let's connect and explore how my skills and experience can contribute to your network and organization.
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Chief Of StaffThe In Team Jan 2024 - PresentCalgary, Alberta, Canada- Strategic advisor to senior executive- Schedule management and coordination- Project management for special initiatives- Decision-making support- Liaison between executive and teams- Efficient communication coordination- Expertise in travel and logistics- Task prioritization and organization- Streamlined office operations- Information Security handling -
Call Center ManagerTeleperformance Apr 2017 - Dec 2023Bacolod CityCall Center Experience: Extensive experience working in call centers, progressing from agent roles to supervisory roles, and eventually to management positions.Leadership: Demonstrated leadership skills, including the ability to motivate and inspire teams to achieve performance goals.Customer Service Knowledge: In-depth understanding of customer service principles and best practices.Technology Proficiency: Proficiency in call center technologies and software, including CRM systems and workforce management tools.Training and Coaching: Experience in developing and delivering training programs, coaching agents, and improving performance.Data Analysis: Strong analytical skills for interpreting call center metrics and using data to drive decision-making.Strategic Thinking: Proven ability to develop and execute strategic plans that align with organizational objectives.Problem-Solving: Effective problem-solving skills to address complex issues and customer escalations.Vendor Management: Experience managing relationships with third-party service providers, if applicable.Regulatory Knowledge: Knowledge of industry-specific regulations and compliance requirements.Budgeting: Experience in budget management, including resource allocation and cost control.Change Management: Ability to lead teams through organizational changes and adapt to evolving business needs. -
Assistant Call Center ManagerTeleperformance Aug 2015 - Apr 2017BacolodCustomer Service Knowledge: Strong understanding of customer service principles and best practices, with a focus on delivering exceptional customer experiences.Performance Management: Proficiency in monitoring and managing key performance indicators (KPIs) such as call quality, average handling time, first-call resolution, and customer satisfaction.Data Analysis: Ability to analyze call center metrics and use data-driven insights to improve operations, agent performance, and customer service.Problem-Solving: Effective problem-solving skills to address complex issues, resolve customer escalations, and make operational improvements.Team Collaboration: Experience in collaborating with cross-functional teams, including IT, quality assurance, and training departments, to enhance call center processes and procedures.Shift Management: Proficiency in managing shift schedules, including staffing, breaks, and shift handovers to ensure optimal coverage and adherence to service level agreements (SLAs).Compliance and Quality Assurance: Knowledge of industry-specific regulations and compliance requirements, as well as experience implementing quality assurance programs to maintain high service standards.Customer Escalation Handling: Experience in effectively handling and resolving customer complaints and escalations, ensuring customer satisfaction and retention.Process Improvement: Proven ability to identify process inefficiencies and implement improvements to enhance operational efficiency and customer service.Reporting and Documentation: Proficiency in generating and analyzing reports to track performance, identify trends, and communicate insights to senior management.Training and Certifications: Relevant certifications or training in call center management, leadership, or customer service may be beneficial.Change Management: Experience in guiding teams through organizational changes and adapting to evolving business needs.
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Operations SupervisorTeleperformance Jul 2010 - Aug 2015Bacolod, Western Visayas, PhilippinesTeam Management: overseeing a team of 15-20 call center agents.Performance Monitoring: monitor the performance of call center agents through various means, such as call listening, quality assurance checks, and performance metrics analysis.Coaching and Feedback: provide regular feedback and coaching to agents to help them improve their performance. This includes addressing areas for improvement and recognizing strong performance.Training and Development: organize and facilitate training sessions or huddles for new hires and ongoing training for existing agents. They ensure that agents have the necessary skills and knowledge to handle customer inquiries.Problem Resolution: assist agents in resolving complex customer issues or handling escalated calls. Reporting and Analysis: generate and analyze performance reports to identify trends, areas for improvement, and opportunities for efficiency gains. This data-driven approach helps in making informed decisions.Implementing Policies and Procedures: ensure that call center agents follow established policies and procedures, including compliance with company guidelines and industry regulations.Handling Customer Escalations: manage and resolve customer escalations that cannot be resolved by front-line agents. Team Motivation: motivate and engage the team by recognizing achievements, fostering a positive work environment, and addressing any morale issues.Goal Setting and Performance Evaluation: work with agents to set performance goals and conduct regular performance evaluations. Adherence to Key Performance Indicators (KPIs): ensure that agents meet or exceed KPIs such as call resolution time, customer satisfaction, and first-call resolution rates.Communication: facilitate effective communication between agents and management, ensuring that agents are informed about updates, changes, and important information.
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Customer Service SpecialistTeleperformance Aug 2007 - Jul 2010Bacolod, Western Visayas, PhilippinesPerformed customer service function as a universal travel agent. Supported complex and escalated travel scenarios that require troubleshooting and alternate solutions.
Santa Mae Sancio Education Details
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Human Resources Management And Services
Frequently Asked Questions about Santa Mae Sancio
What company does Santa Mae Sancio work for?
Santa Mae Sancio works for The In Team
What is Santa Mae Sancio's role at the current company?
Santa Mae Sancio's current role is Chief of Staff, Operations Manager.
What schools did Santa Mae Sancio attend?
Santa Mae Sancio attended University Of Negros Occidental - Recoletos.
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