Abdel Rafih A. Disomimba
Current Address: 12 Queens Rd. Cebu City, Philippines 6000
Permanent Address: Canmaag, Loon, Bohol Philippines 6327
Cell No. --
Career Objective:
To obtain a responsible position in a well-established organization that recognizes
achievement and rewards for performance and people for continuous business partnership
which will enable me to fully utilize my experience in general office administration, customer service, relationship management, business continuity, and developing talents.
Skill Set and Competencies:
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Leadership Management
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Service Delivery
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Business Capacity Planning
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Business Continuity Planning (BCP)
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Client Advocacy and Relationship Management
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Project Delivery Management
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Agent Proficiency
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Managing and Creating Talent Development Programs
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Quality Coaching for Performance
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Regulatory and Compliance Champion
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Staffing and Time Management
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Data-based Analytics and Action plans – Pareto, Root Cause Analysis, Boxplot,
Case Analysis, Control Data Chart, Fishbone, SMART Action Plans, AGILE Approach and Delivery
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Critical Analysis and Timely Decision-making / Reasoning Skills
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Strong Written and Oral Communication Skills
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Team Player and Interpersonal Skills
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Flexible and Responsive to Changes
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Takes Ownership and Accountability
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Engagement Point of Contact through Rewards/Recognition
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Client/Stakeholders Interaction Ready
Duties and Responsibilities:
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Upholds the core values of the company and customers that promotes personal
and professional growth.
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Coach team members on their performance and productivity on a regular basis,
and deliver performance appraisal.
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Communicate positive as well as constructive feedback, adapting coaching styles
depending on the situation and audience, providing feedback that is specific and
constructive and encouraging all team members in incremental performance improvement.
•
Consistently monitor team to proactively, identify potential problems, and ensure
appropriate parties are engaged through a resolution with measurable follow
through.
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Through coaching, ensure agent metrics are achieved, i.e., Net Promoter Score,
Customer Satisfaction, Productivity and Shrinkage, Schedule Adherence, Quality,
Service Delivery, and Attendance.
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Be proficient at analyzing trends and creating SMART action plans that determine
a workable solution to all stakeholders.
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Daily interaction with clients and business partners that involves business continuity and service delivery to improve relationship management.
•
Responsible for day-to-day functional supervision of non-exempt work group,
including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work
group(s) in accordance with the organization’s policies and applicable legal requirements.
•
Develop talents to create high potential individuals that positively impacts working environment and delivers sustainable performance.
•
Plans staffing/headcount requirements based on historical data from workforce.
•
Create long terms projects and process improvement plans that will be beneficial
to all internal and external stakeholders.
Work Related Experience
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Tech Mahindra (2020 - present)
Associate Manager
Global Retail, H&M
•
QBE GSSC Philippines / Shore Solutions Inc. (2017 – 2020)
Service Manager / Senior Team Lead
Insurance, Travel Claims and Customer Service
•
Conduent Business Services Philippines Inc. (2016 - 2017)
Operations Manager OIC / Team Leader
Verizon Wireless
•
Convergys Philippines (2012 - 2016)
Team Lead Trainee/Unit Manager
Citibank Mortgage and Citi Brands (Tier 3)
•
Aegis People Support (2011 – 2012)
Customer Service, Sales, and Financial Associate
Experian Credit Bureau (Retention and Sales)
Training/Workshops Attended
Introduction to Six Sigma and Data Analysis Workshops (QBE)
AGILE Training (QBE)
Effective Written Communication (QBE)
4 Disciplines of Execution (Conduent)
Convergys Leaders and Coaches (Convergys)
Team Lead Onboarding Seminar (Convergys)
Creating Way of Life through Sales (Aegis)
Awards
Top Cluster Manager Q3 2020 (Tech Mahindra)
Top Service Manager of Q4 2018 – Q2 2019 – Travel Claims and CS (QBE)
Top Service Manager of Q1 2018 – Travel Claims and CS (QBE)
Top Service Manager of Q3 and Q4 2017 – Travel Claims and CS (QBE)
Top TBAY (transition phase) OM March 2017 (Conduent)
Top TBAY (transition phase) OM February 2017 (Conduent)
Top Customer Care Supervisor Year 2016 (Conduent)
Top Unit Manager February 2016 (Convergys)
Top 10 Quality Personnel Year for Global Convergys
Top Subject Matter Expert 2012 (Convergys)
Top Performer of the Year 2012 (Convergys)
Top Performer for Compliance 2012 (Convergys)
Power Seller 2011 (Aegis)
Education
Bachelor of Science in Nursing
Mater Dei College, Tubigon, Bohol
March 27, 2010
Cum Laude
Personal Data
31 years old, single
Certified backpacker, traveler, and beach-lover
Environment Advocate
Have passion in singing, swimming, and watching English movies/series
Assertive, flexible, and dedicated
Character References:
Ms. Gaily Jean Booc
Account Manager, Dawn Patrol Digital
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Mr. Christiane Andre Jala
Group Manager, Amazon Cebu
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Mr. Joshua Jao
Program Manager, Tech Mahindra
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