Via Nicolas Email & Phone Number

Florida, United States

♦Worked with premier providers of outsourced call center solutions that primarily serve inbound/outbound voice support and telesales for United States and United Kingdom clients.♦ Strong background and experience in an American customer service environment and call centerindustry.

Philippines

★ Marketing Manager★ Fasttrack Managed Services♦Conducting market research to identify target audiences and understand customer preferences.♦ Creating marketing plans with specific objectives across different channels and segments.♦ Managing the end-to-end execution of marketing campaigns.

Philippines, Usa, Dubai

★ Co Founder ★ Real Estate Leasing Facilities♦Conducting market research to identify target audiences and understand customer preferences.♦ Sourcing Potential Tenants / Appointment Setting♦ Tenant Screening and Management♦ Property Maintenance Coordination♦ 24/7 Chat and Customer Service♦ Experienced in Airbnb, Booking, Agoda, Direct Listings

Manilla, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Rendered expertise as Director of Operations for the world leader in integrated marketing and media solutions group ♦ Efficiently managed the Manila BPO operations, and implemented all aspects of procedures, policies, and processes to achieve the overall goals of the business ♦ Handled customer inquiries, complaints, and service requests♦ Managed a high-volume workload within a deadline-driven environment ♦ Regularly monitored random calls to minimize errors, improve quality, and track operative performance♦ Conceptualized and implemented strategic plans and objectives in alignment with organizational goals♦ Provided oversight in staffing, scheduling, and workforce optimization initiatives for call center, client site support, processing, reporting, and facilities management♦ Managed an annual operating budget with due diligence♦ Utilized expertise in advanced interaction analytics to compile volumes of unstructured and structured data, including speech, text, social media interactions, survey responses, and CRM data, to offer unique insight into customer feelings and behaviors♦ Collaborated with cross functional teams to optimize channel effectiveness♦ Coach, retain and motivate staff and coordinate bonus, incentive and reward schemes to manage high attrition rates♦ Developed systems, created training programs, and assisted with call scripting, and performance/accountability metrics to facilitate in efficient operations and providing world-class customer service♦ Responsible for P&L management including: forecasting, budgeting, and managing to revenue and expense targetsSELECTED SKILLS✓ Operations Management ✓ Call Center Operations ✓ Training & Development ✓ Team Management ✓ Task Scheduling ✓ Resource Allocations ✓ P & L Management ✓ Client Relationship Management ✓ Quality Control & Assurance ✓Time Management ✓ Strategic Planning & Implementation ✓ Process Improvement ✓ Sales & Telecommunications

Manilla, Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Spearheaded efforts to manage Business Process Outsourcing (BPO) and Customer Relationship Management (CRM) services and operations, for one of the fastest-growing global solution providers♦ Led and coordinated customer requirements with calls, campaigns, and management of production activities♦ Hired, trained, coached, motivated and retained staff customer service representatives and team members ♦ Developed training and methodology for employees and managed call center services to ensure the efficiency of each team's daily operation ♦ Leveraged management skills to institute systems and processes, and develop and measure against quantitative metrics, to improve productivity♦ Set department goals and provide guidance to staff to successfully achieve these goals♦ Demonstrated proficiency in call center operations and proficient with standard operations procedures associated with a large volume of incoming calls♦ Emphasized on customer care, quality management, workforce planning, recruiting, coaching and training♦ Focused on call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performanceSELECTED SKILLS✓ Operations Management ✓ Call Center Operations ✓ Training & Development ✓ Team Management ✓ Task Scheduling ✓ Resource Allocations ✓ P & L Management ✓ Client Relationship Management ✓ Quality Control & Assurance ✓Time Management ✓ Strategic Planning & Implementation ✓ Process Improvement ✓ Sales & Telecommunications✓ Workforce Management ✓ Customer Acquisition ✓ Customer Retention ✓ Lead Generation✓ Customer Service ✓ Account Management ✓ Direct Marketing ✓ Sales Management

Manilla, Philippines

Initiated career as assistant call center manager (Nov 2005 – Jul 2006), and later on shouldered progressive responsibilities as a call center manager (Jul 2006 – Oct 2006), assistant director of operations (Oct 2006 – Nov 2008), and director of operations (Nov 2008 – Nov 2009). Scope of responsibilities included implementing policies and procedures as per regulatory requirements, and ensure conformance to established practices. ACHIEVEMENTS & RESPONSIBILITIES♦ Delivered results as per the defined scope of work that includes measurable return on investment, strategic innovation, performance reporting, and human capital development ♦ Developed, implemented and maintained effective internal and external Quality Assurance programs, while fostering continuous improvement and exceeding Service Level Agreement performance♦ Provided excellent customer service and aided business development efforts♦ Highly instrumental in conducting performance evaluations for designated staff members♦ Keenly monitored inbound/outbound customer service calls to ensure script adherence, call integrity and proper phone technique♦ Ensured high quality and high efficiency staff performance by monitoring call volume and adjusting and reallocating staff resourcesSELECTED SKILLS✓ Operations Management ✓ Call Center Operations ✓ Training & Development ✓ Team Management ✓ Task Scheduling ✓ Resource Allocations ✓ P & L Management ✓ Client Relationship Management ✓ Quality Control & Assurance ✓Time Management ✓ Strategic Planning & Implementation ✓ Process Improvement ✓ Sales & Telecommunications✓ Workforce Management ✓ Customer Acquisition ✓ Customer Retention ✓ Lead Generation✓ Customer Service ✓ Account Management ✓ Direct Marketing ✓ Sales Management

Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Held progressive responsibilities as Shift Supervisor (Sep 2002 – Feb 2003), Shift Manager (Feb 2003 – Sep 2004), and as Call Center Manager Trainees (Sep 2004 – Oct 2005)♦ Led a team of the shift managers to manage a 92 seat call center with over 200 employeesSELECTED SKILLS✓ Operations Management ✓ Call Center Operations ✓ Training & Development ✓ Team Management ✓ Task Scheduling ✓ Resource Allocations ✓ P & L Management ✓ Client Relationship Management ✓ Quality Control & Assurance ✓Time Management ✓ Strategic Planning & Implementation ✓ Process Improvement ✓ Sales & Telecommunications✓ Workforce Management ✓ Customer Acquisition ✓ Customer Retention ✓ Lead Generation✓ Customer Service ✓ Account Management ✓ Direct Marketing ✓ Sales Management

Philippines

ACHIEVEMENTS & RESPONSIBILITIES♦ Managed responsibilities of customer care specialist from Mar 2001 – Oct 2001, as a team leader from Oct 2001 – May 2002, and as senior team leader from May 2002 – Sep 2002♦ Diligently handled customer inquiries, complaints and service requests

★ Bachelor Of Arts (B.A.), In Communication Arts

★ High School Diploma, General Studies

♦ Silver Medalist, 4th Year High School ♦ Bronze Medalist, 3rd Year High School ♦ Silver Medalist, 2nd Year High School ♦ Silver Medalist.