Albert Morauda

 Albert Ramirez Morauda 2427 Lakandula st. Pasay City, Metro Manila -/- - OBJECTIVE To obtain a fulfilling position that would provide grounds to apply learned experience and best practices that enables me to contribute to the organizational goals while offering an opportunity for my personal growth and improvement. EDUCATION Southern Luzon Technolgical College Foundation Bachelor of Science in Computer Science Legaspi City Southern Luzon Technolgical College Foundation Computer Programming Legaspi City Pag-asa National High School Legaspi City Ibalon Elementary School Legaspi City WORK EXPERIENCES Teleperformance – Supervisor - Operations Hotel Communication Supervisor January 2018– Present Handling two international hotel chain located in Singapore. Responsible in the day to day operations for the Dining Reservation, Rooms Reservation and Communications department of both properties. With direct interaction with the clients in terms of billing, escalations and product specific. Teleperformance – Supervisor - Operations Collections Account September 2013 – January 2018 Mentoring and Coaching Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available. Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the reps. Disseminate client-specific information. Provide clarifications and guidelines to enhance rep’s understanding and competence relative to client-specific information and handling different customer transactions. Team Management Supervise all agents within the team Monitor the agents’ performance on the floor (according to productivity competence, and quality standards and targets) Provide weekly specific performance feedback Work with the agents to achieve development objectives and performance targets Conduct performance appraisals for team member Coordination with Operations Support Works with Employee Engagement to run performance linked games for motivation and optimal output. Document and escalate real-time internal and external IT issues. Document and escalate customer and client process issues. Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan. Coordinate with CST Training on training-related issues Work with Workforce Management on concerns related to scheduling and attendance   Management Support Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts. Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery Interact with the external clients and management, in the absence of the Team Manager Perform other duties as assigned Times Telecom – Supervisor - Operation Sales Account (Bell Mobility, Virgin Mobile and B2B Account) September 2011 - February 2013 Nolin BPO Center – Sales Agent Australian Telco Account Southern Luzon Technological College Foundation Search Engine Optimizer (SEO) / Customer Service Rep. (CSR) January 2009 – March 2010