Adrian Ponce Del Rosario
General Manager
(- |-|
35 years old | Rizal, National Capital Reg
Experience
10+ years BPO experience
8+ years Supervisory experience
Experience
Dec 2014
Present
General Manager
Natural Vibes Trading, Merchandise /and Commodities Trading
•
•
•
•
•
Nov 2012 –
Nov 2014
Started with Natural health products and eventually branched out to white labelling,
commodity items, electronics and is now setting up sales pipeline for exporting top
exported products from Philippines to world markets.
Responsible in sending RFQ’s and reviewing bids, PO’s and samples by manufacturers
by using best practices against Fraud and maintain product quality
Implements project planning strategies to meet deadlines and uncover time based
challenges in order to align client needs with manufacturer’s targets
Creates and implements custom rules defined by contract in order to efficiently produce
required specifics by client, such as: “Monetary fine for deadline not met” or “Substandard
quality of materials used resulting to shorter wear and tear lifespan of product
Wide network of specialized small to medium sized businesses to ensure market price is
current and uses leverage to negotiate cost and other features not normally extended to
newcomers in the market
Program Manager
Versant BPO Solutions, Financial Account /
Credit card Applications Program
Client Relations:
•
Drives team leaders / coaches to maximize goals and sales target by planning
performance incentive plans
•
Responsible in sending daily reports and weekly invoices to client in a timely manner
•
Reviews service levels and endday report of all programs to check performance
planning methods and following up progress reports with operations
•
Analyses reasons for not meeting expectations and informs clients via email or
conference call
•
Keeps client informed of immediate challenges to rectify controllable issues (IT issues,
workforce issue)
•
Reviews and maintains clear understanding of customer contracts based on
interpretation of both parties.
•
Communicates with HR and Admin to understand legal implications of Program
actions in order to protect company of financial losses
Process Improvement:
•
Works with Training department to identify training gaps and fill gaps by retraining
•
Managing existing program's changes, such as new products and services and
coordination with training and quality department to execute changes if needed
•
Works with analysts to improve overall performance by using tested program
improvement planning methods and following up progress reports with operations
Key Administrative Responsibilities:
•
Keeps track of account's status for coaching and tracking progress from verbal
warning to termination. Work includes follow ups on TL's to update trackers when
necessary
•
Handles shift schedules and breaks of agents
•
Works with HR to address issues regarding agent behavior improvements by using
code of conduct
•
Responsible in sending daily reports and weekly invoices to client in a timely manner
Operations Manager
Versant BPO Solutions, Financial Account /
Credit card Applications Program
•
•
•
•
•
•
•
•
•
Jul 2011 Oct 2012
Team Leader
Minacs Aditya Birla, Cricket Wireless USA
•
•
•
•
Jun 2009 Jun 2011
(2 years )
Piloted team with 10 agents, managing up to 100+ FTE’s
Handles shift schedules and breaks of agents
Comanages lead list with IT to maximize contact rate
Drives team to maximize goals and sales target by planning performance incentive
plans
Started from 1 2 sales per day; currently hitting 12 sales per day average for center
Works with HR to address issues regarding agent behavior improvements by using
code of conduct
Implemented priority skilling to improve sales by using only MS Excel as a process
improvement step.
Trained and handled up to 7 TL’s with constant mentoring and monitoring KPI’s in
order to meet client’s requirements.
Processed regularization, performance assessment and termination of Team
Leads based on performance.
Responsible for training and developing agents to meet attendance,
Quality and AHT goals
Maintains the internal Sharepoint site for knowledge base and paperless
documentations
Shares coaching experiences with relatively new Team leaders been
promoted within the account
Provides feedback to training for product knowledge alignment
Team Leader
Sitel Inc, Virgin Media UK
Responsible for monitoring, coaching and motivating agents for both call quality and sales
•
•
•
•
•
•
Dec 2007 Apr
2009
(1 year 4 months )
Experienced in handling mixed teams of new and tenured reps
Consistently hitting sales target of 30% close rate month after month
Mentored and produced managers & SME’s from my own agents
In charge of training new team leaders
Only Team leader to be certified by UK clients to conduct training
Handled products training of classes with at least 20+ trainees
Team Leader / Training Manager
Ace in Touch Inc
•
•
•
Responsible in training Trainers and Online English teachers
Spearheaded development of training modules in coordination with the client
and Operations Manager
Responsible in managing, supervising and monitoring overall performance of
Online English
•
Mar 2005 Oct 2007
(2 years 7 months )
Inbound Sales Agent
Sitel Eastwood, XM Radio
•
•
Dec 2002 Dec
2004
(2 years )
teachers and Team Managers, making sure Service Level Agreement is
constantly met
Acknowledged for having zero absences from beginning of employment
Provided billing support to customers via phone hotline
Upsold products upon call resolution
Tech Support
Customer Contact Center (C3 now HGS), SONY USA
•
•
Troubleshooting consumer electronics
Service center referrals using internal ticketing
EDUCATION
2000 2003
AMA University, Cabanatuan City, Nueva Ecija - Bachelor of Information
Technology; Web Application Development
2000
DECS P.E.P. Acceleration program , Nueva Ecija
- 4th year High School
1999 2001
Vincentian Catholic Academy, Nueva Ecija
1997 1999
Corpus Christi Christian School, Cubao, Q.C.
1990 1997
Ateneo de Manila Grade School , Loyola, Katipunan - Preparatory-grade 7
- 2nd & 3rd year High School
- 1st year High school
References are available upon request
