January 17, 2010
January 17, 2010
November 30, 2009
EMPLOYMENT HISTORY
Process Documentation Specialist
Sykes Asia Incorporated
Sept 26 – Present
* Controls and manages documentation protocols in terms of repository, record keeping, security, maintenance and distribution for the business unit. (i.e., Indirect Billable files, Officer Org Charts, Outlook Distro List, Training and Compliance file, etc.).
* Conducts monthly audits and send reports for the business unit’s Internal Reporting Tool Usage compliance of accounts to the senior management team.
* Consolidates weekly operations reports for the Senior Director for Operations.
* Attends and co-conducts monthly business reviews for the group’s continuous improvement.
* Leads the implementation of the business unit’s semi-annual internal Employee Satisfaction and Leadership Effectiveness Surveys across the business unit’s 16 accounts for both operations and support groups. Headed the communication platform for these projects. Organized data gathering, processing, data analysis and readout presentation to senior management to ensure accuracy and quality of data.
* Leads, co-leads and assists in improving, streamlining internal business processes that increase efficiency in providing internal value-add services to clients using various tools and methods such as Kaizen, LEAN, DMAIC and SPC.
* Implements business processes through orientations, compliance tracking over a determined period of time, documentations of results analysis and review for continuous improvement.
* Leads in events management (i.e., Business Unit’s Manager’s Teambuildings and Christmas Parties) that entails detail-oriented logistics, budget planning, program creation/flow/direction and implementation. (i.e., Project Lead for 2007 Manager’s Christmas Party at Fiamma, Makati City).
* Extensively used the company’s internal coaching tool and database survey tool in generating data, sending compliance reports to middle and senior Management.
* Conducted trainings and orientations on the same tools across officers for the business unit to ensure its proper usage and determine accounts’ compliance.
* Regularly contributes articles for self-help, professional and personal development to the business unit’s “Shift” E-Magazine that the group also maintains.
* Conducts monthly audits and send reports for the business unit’s Internal Reporting Tool Usage compliance of accounts to the senior management team.
* Consolidates weekly operations reports for the Senior Director for Operations.
* Attends and co-conducts monthly business reviews for the group’s continuous improvement.
* Leads the implementation of the business unit’s semi-annual internal Employee Satisfaction and Leadership Effectiveness Surveys across the business unit’s 16 accounts for both operations and support groups. Headed the communication platform for these projects. Organized data gathering, processing, data analysis and readout presentation to senior management to ensure accuracy and quality of data.
* Leads, co-leads and assists in improving, streamlining internal business processes that increase efficiency in providing internal value-add services to clients using various tools and methods such as Kaizen, LEAN, DMAIC and SPC.
* Implements business processes through orientations, compliance tracking over a determined period of time, documentations of results analysis and review for continuous improvement.
* Leads in events management (i.e., Business Unit’s Manager’s Teambuildings and Christmas Parties) that entails detail-oriented logistics, budget planning, program creation/flow/direction and implementation. (i.e., Project Lead for 2007 Manager’s Christmas Party at Fiamma, Makati City).
* Extensively used the company’s internal coaching tool and database survey tool in generating data, sending compliance reports to middle and senior Management.
* Conducted trainings and orientations on the same tools across officers for the business unit to ensure its proper usage and determine accounts’ compliance.
* Regularly contributes articles for self-help, professional and personal development to the business unit’s “Shift” E-Magazine that the group also maintains.
Team Manager for a DSL Tech Support Account
Sykes Asia Incorporated
May 2005 – Sep 2006
* Lead and managed a team of 18 TSRs in their operational contact center activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders). Ensures that each team member meets and exceeds their goals and metrics on a daily, weekly, and monthly basis.
* Conducted performance management activities for team members supervised. Conducts floor walking to do real time peprformance monitoring. Act as resource for product questions and technical support references.
* Handled escalation calls from the TSRs.
* Handled escalation calls from the TSRs.
* Attends meetings and business reviews, calibrating with QA and Management to meet operational targets.
* Generates and analyzes agent performance scorecard and submits weekly and monthly ops report.
Technical Support Engineer
Sykes Asia Incorporated
July 2003 – May 2005
* Handles technical support for phone and email terms of software and product-based errors for a leading US Camera brand
– Troubleshooting with the product on the computer both on Windows and Macintosh Operating System
– Troubleshooting within the software program: assisting customers on the how tos and basic functionality of the software*
* Handles hardware support for product troubleshooting, repairing, and payment collection from credit cards for productrepairs
* Handles customer service for product purchases and presale inquiries
* Member of the Tech Team that deals with trainings and documentations.
* Did trainings on Customer Satisfaction and Speech Improvement Skills Training and Orientation for the team
– Troubleshooting with the product on the computer both on Windows and Macintosh Operating System
– Troubleshooting within the software program: assisting customers on the how tos and basic functionality of the software*
* Handles hardware support for product troubleshooting, repairing, and payment collection from credit cards for productrepairs
* Handles customer service for product purchases and presale inquiries
* Member of the Tech Team that deals with trainings and documentations.
* Did trainings on Customer Satisfaction and Speech Improvement Skills Training and Orientation for the team
Product Trainer – a leading US Direct Satellite Service based in California
Sykes Asia Incorporated
Nov 2002 – July 2003
* Handled all Product-Specific Training Activities for new hires for the 2nd & 3rd Batches of 40 pax
– Taught agents all web based/ intranet tools and product information according to the Training Modules sent by the client. Product-specific on customer support
– Underwent Train-the-Trainer with US Client’s Training Director for new updates on training modules and train to the agents on the floor
* Sent out weekly training reports and daily training updates to team officers and US clients
* Works out with management on agents’ training and or re-training needs
* Monitor calls and identify training improvement needs per agent based on observation and information gathered from QA calibrations and internal audits
* Act as resource persons for agents and team leads during debriefings on product specifics
– Taught agents all web based/ intranet tools and product information according to the Training Modules sent by the client. Product-specific on customer support
– Underwent Train-the-Trainer with US Client’s Training Director for new updates on training modules and train to the agents on the floor
* Sent out weekly training reports and daily training updates to team officers and US clients
* Works out with management on agents’ training and or re-training needs
* Monitor calls and identify training improvement needs per agent based on observation and information gathered from QA calibrations and internal audits
* Act as resource persons for agents and team leads during debriefings on product specifics
