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BPO/Contact Center C-Level Startup/Training/Operations ConsultantApr 2014
Overall manage all business opportunities that has something to do with BPO related matters. Build / Operate / Transfer – Establish Call Centers for Clients from scratch / ground zero ; Operations/Sales – for existing businesses I can troubleshoot / or jumpstart new LOB; Training – Customer Service, B2B B2C Sales; Campaign Brokerage; Accomplishments: 19 foreign clients to date; 3 local – last client was an Optical Account from the US - Customer Service / Inbound Sales
BPO Regional Site Director SE AsiaMay 2012 - Dec 2013 (1 year)
Overall manage all departments across all sites (Cambodia,Vietnam,Laos,Thailand & Poipet. Establish Contact Centers (Brick and Mortar) for End Clients. Create marketing promotions/commission schemes. Client Acquisition. Manage the overall operations of all contact centers across SE Asia. Overall manage online casino game deployment from coding to deployment. Accomplishments: Sold/Deployed 37 online casino games with contact centers resulting to 109% increase in profits. Increase player base 3x.
Site Recruitment HeadDec 2010 - Apr 2012 (1 year)
Manage overall site end to end recruitment activities from sourcing/paper screening/scheduling interviews/[login to view URL] sourcing needs/ manpower delivery/profiling with various department heads on an agreed timetable;create internal job postings;Oversee daily,weekly,monthly & quarterly reports & analysis of recruitment data. Highlights:Delivery for ramp of 1700+ associates,200+laterals(non-agents),30+IT(specialized) was successfully delivered ahead of schedule.
Chief Operating Officer (Client Designated Post)Jul 2010 - Sep 2010 (2 months)
Created the framework of the whole contact center from ground zero,including operations of the whole site, sales and customer service, tech support; integrated all departments including HR & Recruitment, Quality, Training, IT, Facilities, Accounting & Payroll, Workforce, Client Management aside from Operations) to work in synchronicity with the contact center. Go launch successful and was live in 3 months as per won bid agreement.
Director – ( Site / Operations / Client / Program )Apr 2007 - May 2010 (3 years)
Help build the whole operational structure, the foundation and the processes from ground zero. Managed the daily operations of 4 companies, with both voice and non-voice queues, sales and customer service, website team, email, chat, and all back office work functions like trouble tickets, vending, etc. Managed all departments, including IT, facilities, inventory, quality, financial and workforce management. Handled 1500+ FTEs. Highlights: Lowered returns 18.7 to 2.6%;Broke sales records 6x.
Asst. Manager for OperationsNov 2005 - Apr 2007 (1 year)
Manage 3 teams with 10 agents each with each team led by an SME (like a Team Lead). Have handled both customer care and collections. Highlights: Best AM 3x
Operations SupervisorJan 2004 - Oct 2005 (1 year)
Manage 25 agents in a tech support account. Also handled Tier 2 and Tier 3 teams. Highlights: Promoted to Supervisor in 6 months; Best Agent; Best TL
Telemarketing HeadJan 2001 - Jan 2004 (3 years)
Manage 75 agents in a local banking financial account, 10 F2F agents, and 10 reps for international security systems campaign.
Physical therapy1991 - 1996 (5 years)
Real Estate Brokers (1996)Department of Trade and Industry
REB LIcense # 14722R
Life Insurance Underwriter (1997)Insurance Commission
Garnered 97% during the Insurance Exam.