Welcome to Brazen Careerist!

About Me

Six year background encompassing operations management, learning, and leadership development. Managed projects focusing on operational excellence and campaign startups through process and program evaluation, improvement, and implementation.

Work History

• Sitel Philippines Inc.
• Site Learning Manager
• September 2009 to Febuary 2011

• Directly responsible for global processes implementation and delivery of on – site and online new hire, supervisory, and managerial training, leadership development, and succession planning for 1000+ employees across three accounts.

  Reviewed, improved, and negotiated training service level agreements, redesigned training curriculum, and delivery to improve quality scores by 15% for agents with less than 90 days tenure.

  Improved leadership development and succession planning headcount across all levels of four sites (approximately 4000+ employees) from 16% to 67% through strengthened implementation of succession planning ratios.

• Sitel Philippines Inc.
• Account Operations Manager
• August 2008 to September 2009

• Directly in charge of business unit metric and financial performance.

  Managed the development and implementation of business unit plans for incentives, business continuity and, performance improvement.

  Implemented supervisor and operations manager environment feedback surveys to improve associate satisfaction.

  Implemented performance management initiatives with own business unit of five supervisors to improve the following key performance indicators: quality scores by 15%, handle time by 30 seconds, and closed sales by 20%.

  Negotiated and spear headed the addition and implementation of two business units: billing (50 employees) and email (10 employees).

  Facilitated coach selection, delivered training, and established coaching processes for billing teams to improve handle time by nine minutes within two months of implementation.

  Initiated and managed a channel launch project resulting in 550 pre closed sales within five days.

• Sitel Philippines Inc.
• Account Learning Manager
• August 2007 to August 2008

• Developed incoming trainers to better teaching procedures and learning environments to increase passing rate in call certifications by 20%.

  Introduced and implemented joint call monitoring guidelines to reduce site – to – client variance to within +/- 5%.

  Laid down processes for selection and identification of key job responsibilities of level two technical support representatives to improve account agent satisfaction rating by 10%.

• Sitel Philippines Inc.
• Team Supervisor
• May 2005 to August 2007

• Member of the start up and implementation team of a technical support account as team supervisor and trainer for 150 employees

  Handled remediation teams as trainer and supervisor to consistently maintain a 95% customer satisfaction rating for six months.

• Sitel Philippines Inc.
• Tier 2 Agent
• September 2004 to May 2005

• Handled advanced troubleshooting for DSL and customer premise equipment such home networking, file and printer sharing, unsupported programs and equipment.

  Achieved rank number one across all site teams through the implementation of a dedicated tier 2 agent for a pilot team with less than 90 days tenure.

  Co-authored performance improvement plan manual to consistently maintain site team standing within the top five and improve site customer satisfaction scores by 20%.

• Sitel Philippines Inc.
• Agent
• June 2004 to September 2004

• Handled DSL technical support calls covering, but not limited to, account management and provisioning, modem and router configuration, PC and Mac configuration and troubleshooting.

  Achieved and consistently maintained above target key performance indicators prior to getting promoted as Tier 2 support.

Education

• Saint Louis University
• Bachelor of Science in Industrial Engineering
• 1999 - 2004

• Recipient, President Gloria Macapagal Arroyo Leadership Award

  Awardee,Ten Outstanding Students of the Region

  Regional Finalist,Ten Outstanding Students of the Philippines