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$15 USD / heure
Drapeau de PHILIPPINES
$15 USD / heure
Il est actuellement 12:37 AM ici
Rejoint le octobre 18, 2014
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Angel M.

@angelmed

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$15 USD / heure
Drapeau de PHILIPPINES
$15 USD / heure
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Customer Support - Call Center - Client Services Manager

I am looking forward to being hired by you for all your BPO jobs. I am an experienced BPO Executive and have a blend of experience in the area of Call Center and so my service will prove to be useful for your projects. I have a distinguished career as a BPO Executive and Call Center . I am ready to be hired by you and start work today.

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Expérience

Service Delivery Manager

Xerox Business Services Philippines, Inc
août 2010 - Jusqu'à présent
The HRS Service Delivery Manager is responsible for overseeing and managing the HRS (Human Resources Services) services for call center clients. This includes managing the client relationship to ensure client satisfaction and day-to-day activities including problem resolution and coordination of all client deliverables between Xerox organization and the client. The Service Delivery Manager primarily liaisons with the Xerox HRS service delivery organization and client executive and business teams, leveraging a breadth and depth of call center functional knowledge and leadership. • Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership • Oversee the day-to-day operational aspects of infrastructure at the location. • Work with Local Management to develop strategy needed to achieve agreed upon service levels • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery • Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise • Management of the accurate and timely production of root cause analysis (RCA) of high severity outages or critical break-down in standards or procedures

Account Manager

Teleperformance, Philippines
juil. 2009 - août 2010 (1 an, 1 mois)
Managed an account of 200 FTE. Primary point of contact for clients and all Teleperformance resources (Recruitment, Finance, Training, QA, Systems and Operations) The Account Manager is primarily responsible for: • Day-to-day management of the client and the company’s (Teleperformance) relationship. • Coordinate all client needs within all appropriate internal departments. • Manage client expectations and provide timely feedback. • Provide strategic solutions to enhance the client’s business. • Drive day-to-day Revenue and Cost accountability throughout the organization. • Drive day-to-day Operational accountability of Key Performance Metrics with prioritization on Customer Experience/ Customer Satisfaction among stakeholders. • Successfully managed closure and start up of a new line of business • Negotiated Ramp Period extension of a transferred account with the client which saved the account from earning penalty cost due to risk of missing Pay for Performance Metrics • Saved the account $5000 worth of cost through careful and effective negotiation with the client during the transfer of an LOB from one site to another • Helped the account achieve $11000 worth of extra revenue per month through implementation of the new billable outbound computation • Earned additional call volume for the account through effective representation of the account’s performance • Maintained high gross margin despite circumstances of under delivery of volume • Controlled account attrition to a minimum • Achieved 10 Internal Account Promotions within a period of 10 months (Agent to L2, L2 to Supervisor, Supervisor to Assistant Call Center Manager)

Resolution Specialist Manager

Dell International Services Philippines Inc.
nov. 2006 - juin 2009 (2 ans, 7 mois)
Direct management of a team of 12 Resolution Specialist Supervisors. Each RS supervises a team of 15 L1 technicians. An RSM is partnered with an Area Manager in directly managing a cluster of 12 teams. • Promoted to Resolution Specialist Manager after 8 months of being a Technical Support Manager • People Manager of the Quarter award recipient (Feb 07) • Top 1 RSM for the quarter (Q4FY07) • Top 2 RSM for the quarter (Q1FY07) • Contributor of the month (January 2008) Special Projects and Site-wide initiatives: Harvard Project: System Exchange and MPD Reduction TS Standardization XPR Closed Case Defect DCSE Pasay Site Administrator Dellconnect CTS/ XPS Site POC Tech Lab Manager L2 Upskilling L1 Vitality Connectivity Vitality Training (Module Creation to Site Roll out) RS Shadow Program

Éducation

Industrial Electronics Technology

Philippines 1995 - 1998
(3 ans)

Qualifications

DCSE (Dell Computer Systems Expert)

Dell
2006

Business Process Improvement - Yellow Belt Certified - DMAICR

Dell
2007

Trainer Certification Workshop

Dell
2008
Certified Trainer

Contactez Angel M. concernant votre travail

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