Patrick Enriquez Email & Phone Number

Central Visayas, Philippines

Malta

• Spearheaded projects for the entire LOB/BU in creating and/or optimization on existing process flow for both internal and external.• Create business requirement documents• Created and established a streamlined performance dashboard which was shared and collaborated with our Business Transformation Services department to launch and standardize its leadership board.• Identifying and developing a strategic plans, out from its identified lag measures.• ETL, organize and maintain data sets to be presented to internal and external partners.• Conduct weekly business review readout with external and internal clients/partners for the LOBs under my span.• Provide compelling, meaningful and valuable insights out of the data gathered to clients/partners to understand deeper towards its business direction and decisions.• Supervise a total of 11 Team Leads with 2 sub-LOBs and oversee a total of 170 headcounts of agents.• Created and maintained data performance repository to ensure that historical and current data are to be supported and presented during business reviews.• Coaching and Mentor Team Leads for their developmental career aspirations.

• Created Performance Dashboard for the entire LOB (high level down to agent level performance).• Facilitated and generated daily/weekly/monthly reports to update the team’s performance and progress to stakeholders and assisted in resolving serious client complaints, call outs and escalation concerns.• Created and managed a data repository to ensure compelling and meaningful discussions during coaching sessions.

• Developed and implemented databases (RDBMS), data collection, wrangled/cleaned (CRUD), visualization (automating dashboards), interpreted and analyzed results through quantitative, qualitative and statistical approaches to optimise efficiency and quality of the report.• Create a business requirement document on any updates and new process flow as required from our clients/partners (internal and external)• Streamlined KPIs targets based on the historical data out from the previous competency scores of an employee.• Maintained database and acquired data from primary, secondary or multiple data sources.• Provided training and guidance to help leaders enhance operational performance to drive profitability.

• Ensured smooth operations on a daily basis running of the core team.• Authored several highly effective performance management schemes and project plans.• Customer Service and Team Management.• Led 15 agents and provided performance appraisal comments on each individual, detailing observations of positive performance, opportunities for improvement and specific details of supervisor calls taken for the week.

• Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards• Optimized daily workflow of Team Leaders and Member Services Team to meet or exceed established metrics.• Created and mapped department workflow processes that support company client’s goals.• Oversaw and verified performance analysis reports and quality review audits.• Created and analyzed service metrics and revised workforce management, training, or operations as needed to meet production and QA goals.

• Monitor agent calls and provide feedback.• Track call volumes and adjust agent’s schedules to handle heavy call volumes.

Associate'S Degree, Computer Engineering - Major In Cisco

Computer Engineering