SKILLS:

• Knowledge in Nortel, Avaya systems
• Knowledge in CMS, Synergy Dialer, IEX, Blue Pumpkin
• Well versed in the following Operating Systems and other MS Software: Microsoft Windows XP/2000/98/95/Vista, Outlook Express/Outlook, MS Word and Excel, MS PowerPoint, MS Project, MS Publisher

WORK EXPERIENCE:

Account Manager

Confidential

Responsibilities:

• Provides strategic solutions to enhance the clients business
• Drives day - to-day revenue and cost accountability throughout the organization
• Develops and manages Project Plan for client’s transition phases
• Ensures that all Confidential policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Confidential Management immediately
• Reports to the VP of Operations

Assistant Vice President

Confidential

Responsibilities:

• Oversees operations and client relations for the Order Management
• Project management for ramp of the 3 work streams
• Human Resource management & recruitment
• Solution ID Implementation
• SOP/Common Minimum Practices Implementation
• Leadership Development of all direct reports
• Process development and strategy following Six Sigma and Lean Sigma
• Reports to the Vice President of Operations

Operations Director

Confidential

Responsibilities:

• Management of client accounts and the subordinates
• Plans, schedules, and manages the workflows of the clients
• Acts as the relationship manager to a limited capacity
• The first point of contact whilst supporting front office daily flash P+L preparation
• Participates in leading projects associated with the expansion and evolution of the business
• Human resource management
• Drives improvement in controlling service levels and quality
• Secures service level agreements with all operations support departments
• Improves relationships with operations support departments
• Provides strategic vision towards driving shareholder satisfaction, client satisfaction, and employee satisfaction to goal

Sr. Operations Manager

Confidential

Responsibilities:

• Project Planning and Implementation for ramps and additional Confidential Inbound Customer Care, Order Administration and Outbound lines of business
• In charge of client relations, main liaison between Confidential and Confidential Executive team
• Manages change requests on SOW and implements changes to operations
• Performs Profit & Loss, Manages Financial Performance, Tracks GM daily, Prepares client invoice
• Conducts Performance Reviews (WBR/MBR& QBR) and ensures team’s consistency on hitting KPI targets
• Coordinates with Workforce & ROC (Resource Optimization Center) on Scheduling, Forecasting, Reporting, Hiring & Capacity Plans
• Monitor overall program productivity and efficiency; and, make recommendations to optimize the programs yield based on all resources available.
• Ensures recognition and rewards activities are scheduled and celebrated
• Updates Business Continuity Plan for Program
• Meets with all of the support constituents to ensure that they are providing the necessary deliverables to operations and vice versa
• Conducts Leadership Development trainings to Coaches in Track Training
• Commits to overall stability of the three legs
• Reports to the Site Director

Operations Manager

Confidential

Responsibilities:

• Manages CSRs and Operators to ensure that service provided meets Confidential and Confidential quality and quantity standards
• Reviews data prepared by the Strategic Support team regarding productivity levels and other Key Performance Indicators
• Conducts weekly meetings with Team Managers and Quality Assurance to resolve problems or trends that have been identified to ensure the goals are met. Communicates new information to Team Managers as required.
• Attends weekly calibration sessions with clients to ensure that quality trends are reviewed and check if both sides are in agreement with reports presented.
• Attends weekly upper Management Meeting with Account Manager and Director of Accounts Management to discuss weekly updates and other crucial matters and communicates issues that need to be cascaded to the operations staff
• Ensures that all the production systems and equipment are at optimum levels. Seeks timely resolutions to IT and Facility problems
• Coordinates with the Training team to ensure that they are updated with current operational trends and are aware of what they need to provide to new hires in order for them to meet client standards
• Plan and Implement Kudos activities and reward top agents for the month/quarter
• Reports to the Site Director

Process Lead

Confidential

Responsibilities:

• Maintained and enhanced program outbound performance by close monitoring of outbound %, callback adherence and by ensuring customer satisfaction as result of site ownership compliance
• Provided primary leadership to the Outbound Team Managers and ensures that the Outbound Teams achieve targeted Key Performance Indicators by providing awareness of metrics, enforcing policies and implementing initiatives that affect upward movement of all outbound metrics
• Coordinates daily with all Confidential function leaders to be abreast with crucial updates policies
• Reports directly to the Operations Director of Confidential

Team Manager

Confidential

Responsibilities:

• Ensured Confidential & Confidential Key Performance Indicators, service goals, production metrics, and other expectations of both are met with optimal quality and service
• Prepared regular reports and deliverables on accomplishment of Key Performance Indicators and variances, and provided regular one-on-one feedback to agents
• Resolved escalated customer complaints and service delivery issues in a timely manner
• Managed TSR attendance and attrition in accordance with company goals and makes appropriate recommendations to management; Accountable for the retention by manifesting wise judgment to select and retain members on the team
• Provided primary leadership to tech support agents and guaranteed delivery of above standard technical support and customer service through adequate guidance and monitoring of the agent
• Provided awareness and understanding of company policies and procedures to all team members and lead by example by keeping abreast of the same
• Reports to the Shift Manager

Senior Executive Assistant

Confidential

Responsibilities:

• Main point of contact for product line’s Marketing, Advertising, Public Relations
• Spearheaded main events such as the product launching, sponsored gatherings, and other promotional activities
• Gathered prospective franchisees and formulated marketing strategies for existing ones
• Responsible for all documentation and filing
• Reports to the business owner and VP

Executive Assistant

Confidential

Responsibilities:

• Organized and updated all legal files
• Monitored pending requests for documentation/approvals and ensured that deadlines were met
• Other administrative tasks

Technical Support Engineer

Confidential

Responsibilities:

• Provided technical support by means of troubleshooting and handling general to specific customer inquiries for Microsoft, focusing on web-based products such as Hotmail, MSN Messenger, MSN IA, MSN.COM and Thinklink.

Public Relations Officer

Confidential

Responsibilities:

• Main point of contact for Publicity and all PR related matters.
• Coordinated with the press daily. Attended weekly meetings with top editors of leading publications to discuss new releases and features
• Wrote book reviews and feature articles for press release of books, products and special events
• Spearheaded Confidential ’s main events such as book signings, releases, theme days, and ensured press coverage for each