Leo II Bacor

• Forecasting FTE requirements based on business needs (Advertising, Shrinkage, Seats)
• Publishing rosters for Sales & Customer Management Team
• Responsible for paying over 300 FTE, fortnightly with a 0% payroll error rate
• Real-time adjustments of agent schedule based on operations request
• Processing/Approving agent’s requests while balancing operational performance, contractual requirements and the needs of the business
• Initiating and executing plans for unusual volume or agent availability situations
• Building agent schedule based on forecast and business needs
• Monthly Agent schedule modifications based on post mortem analysis
• Executing system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, Volume, Attendance
• Focuses on real-time/intraday agent productivity, performance exceptions and schedule adherence
• Managing and tracking intraday business performance to meet or exceed contractual requirements

• Inbound/Outbound calls supporting post sales enquiry

• Started and Led the all-Filipino operations team in the implementation and integration of successful offshore operational and business processes and standards
• Responsible for planning, coordinating and executing different operational strategies to achieve company and client overall business goals
• Responsible for coaching and supporting Technical Team Leads in a Service Center/Operations environment
• Drives performance on a daily basis by setting clear goals, monitoring, coaching and developing strategies leading to performance improvement
• Responsible for ensuring client service levels and budgets are met on a consistent basis as it demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment
• Coordinates with Support Groups to address frontline issues affecting the floor at that time
• Works to ensure that the following shareholder value drivers are managed: attendance / productivity / utilization
• Works to ensure high employee satisfaction and retention of qualified employees by promoting the core values of pride, fun, integrity and professionalism and our culture of being solutions-focused, performance-based, global and development-oriented

• Responsible for coaching and supporting Technical Team Leads in a Service Center/Operations environment
• Drives performance on a daily basis by setting clear goals, monitoring, coaching and developing strategies leading to performance improvement
• Responsible for ensuring client service levels and budgets are met on a consistent basis as it demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment
• Coordinates with Support Groups to address frontline issues affecting the floor at that time
• Works to ensure that the following shareholder value drivers are managed: attendance; productivity / utilization
• Works to ensure high employee satisfaction and retention of qualified employees by promoting the core values of pride, fun, integrity and professionalism and our culture of being solutions-focused, performance-based, global and development-oriented

PROJECT MANAGEMENT:

• Manages projects, or specific activities related to projects within given constraints of time, budget, and quality.
• Ensures the scope, schedule, and costs are reasonable and achievable.
• Allocates work among team members and provides guidance on a regular basis.
  
  PEOPLE MANAGEMENT:
• Leads a team of resolution specialists with 100+ technicians as scope of support
• Provides guidance and recommendations that drive results to improve business processes and customer service delivery.
• Handles semi-routine to moderately complex projects.
• Acts independently with general latitude for decision-making.
• Able to provide level 3 assistance in solving complex technical issues, and review existing knowledge content and give feedback when needed.
• Exhibits mastery of PnP and able to review PnP in relation to other existing policies and procedure
• Able to enhance existing reports and perform high-level analysis on gathered data.
• Able to conduct technical training sessions which includes the analysis of training needs, development of training modules and facilitation of a training class
• Strong interpersonal skills and creating successful customer/client relationship. Including effective coaching, mentoring and counselling skills
• Highly Proficient in various computer applications such as Microsoft Excel, Power Point & Word

• Responsible for a large group of Dell Certified Systems Experts doing technical support for portable and desktop system customers
• Ensures client satisfaction through first call resolution, efficient handle time and quality of services

• Responsible for a small group of Dell Certified Systems Experts doing technical support for portable and desktop system customers

• Provides both technical support and customer service for customers
• Responsible for troubleshooting computer hardware and software technical problems (all Microsoft Operating Systems, Dell computers & Printers)
• Responsible for troubleshooting networks & WIFI connections
• Promoted to Level 4 Technical Support in one year and two months