Almer Detablan

ALMER DETABLAN Blk 3 Lot 6 Tamara Subd., Sanja Mayor Tanza Cavite Team Leader - Escalations - - PROFESSIONAL SUMMARY: Results-driven professional with over 7 years of experience as a Quality Analyst, complemented by more than 8 years in leadership roles. Adept at leveraging a strong background in quality assurance to drive operational excellence and enhance customer satisfaction. Proven track record in developing talent and fostering a collaborative team environment to achieve organizational goals. Highly skilled in customer service, with a keen ability to address client needs and improve service delivery. Committed to continuous improvement and delivering impactful results through strategic leadership and innovative problem-solving. SKILLS: Talent career development Client facing interactions Google suite applications Talent acquisition Microsoft Word, Excel and Powerpoint Service level maintenance Quality assurance guidelines Coaching and performance development PROFESSIONAL EXPERIENCE: TaskUs Team Leader | 10 January, 2019 - Present Lead and manage the customer care escalations team, ensuring prompt and effective resolution of complex customer issues. Develop and implement strategies to streamline escalation processes, enhance team responsiveness, and maintain high standards of customer satisfaction. Monitor team performance, provide coaching, and ensure adherence to best practices and service level agreements. Drive continuous improvement in team performance by establishing and enforcing quality standards. Conduct regular performance evaluations, deliver targeted feedback, and identify training needs to support professional growth. Implement development programs and best practices to elevate team skills and ensure alignment with organizational objectives. Proactively analyze performance metrics and operational processes to identify areas for improvement. Develop and implement actionable plans to address opportunities and challenges, leveraging data-driven insights to drive strategic initiatives. Monitor progress, adjust strategies as needed, and ensure successful execution of action plans. Partner with senior leaders to develop and execute strategies aimed at optimizing site performance. Share insights and recommendations based on performance data, and contribute to the creation of long-term strategic goals. Foster cross-functional collaboration to implement improvements and achieve site-wide performance enhancements. PROFESSIONAL EXPERIENCE: Represent the organization in client business reviews, presenting detailed performance reports and analysis on a weekly, monthly, and yearly basis. Facilitate discussions on performance metrics, address client concerns, and identify opportunities for improvement. Build and maintain strong client relationships by providing valuable insights and ensuring alignment with client expectations and goals. Sequential Technologies International Senior Team Leader | 16 March, 2015 - 24 October, 2018 Oversee and optimize the performance of assigned clusters, ensuring efficient operation and achieving key performance indicators. Implement performance metrics and analyze data to identify areas for improvement, proactively addressing issues to maintain optimal functionality and meet organizational standards. Partner with team leaders to develop and execute strategies that drive team effectiveness and cohesion. Facilitate regular performance reviews, provide constructive feedback, and implement training initiatives to bolster team capabilities. Foster a culture of continuous improvement and collaboration to elevate overall team productivity and morale. Prepare and deliver comprehensive performance reports to management and stakeholders, highlighting key metrics, trends, and actionable insights. Use datadriven analysis to inform strategic decisions and provide recommendations for performance enhancements. Ensure clear communication and transparency to align with organizational goals and expectations. Sequential Technologies International Quality Analyst/Supervisor | 12 March, 2008 - 16 March, 2015 Supervise and mentor a team of Quality Analysts, ensuring adherence to quality standards and best practices. Provide guidance and support to optimize their performance, address any challenges, and foster a culture of continuous improvement. Conduct regular reviews and offer constructive feedback to enhance analytical skills and ensure high-quality outcomes. Lead discussions on individual and team performance, focusing on task management and efficiency. Evaluate current workflows and performance metrics, identify areas for improvement, and develop action plans to address performance gaps. Facilitate regular meetings to track progress, set objectives, and ensure alignment with organizational goals. Collaborate with the Operations team to review performance metrics and develop strategic action plans. Share insights from quality assessments and operational data, and work together to identify improvement opportunities. Coordinate efforts to implement action plans effectively and monitor outcomes to drive operational excellence. Compile and analyze daily quality performance data to generate comprehensive reports. Summarize key metrics, trends, and insights, and present findings to relevant stakeholders by the end of each day. Ensure timely and accurate reporting to support decision-making and drive continuous quality improvements. RELEVANT PROJECTS: TaskUs Escalations Team creation and Pioneer | 21 November, 2022 Spearheaded the establishment of the Customer Care Escalations Team, from conceptualization to implementation. Developed the team's structure, defined key roles, and created processes to effectively manage and resolve complex customer issues. Successfully built and led the team to enhance overall customer satisfaction and operational efficiency. Engaged with clients to establish and clarify objectives, functions, and performance targets for the Customer Care Escalations Team. Facilitated discussions to align team goals with client expectations and business requirements. Developed and refined strategies to ensure the team met or exceeded client expectations and delivered impactful results. Conducted comprehensive assessments of team performance on a daily, weekly, and monthly basis. Analyzed performance metrics, identified trends, and generated insights to drive continuous improvement. Prepared detailed reports and presentations to communicate findings to stakeholders and implement corrective actions to enhance overall team effectiveness. Sequential Technologies International Quality Guidelines and Scorecard Automation | 2016 Designed and implemented a new scorecard focused on enhancing customer service metrics. Conducted research and analysis to align the scorecard with client needs and industry best practices. Presented the scorecard to clients and stakeholders, showcasing its potential to drive improved customer satisfaction and service quality. Secured buy-in and approval for its adoption. Developed and proposed an enhanced scorecard utilizing Microsoft Excel, aimed at streamlining performance tracking and reporting. Leveraged advanced Excel features to create a user-friendly, interactive tool that provided real-time insights and facilitated more efficient data analysis. Demonstrated the tool’s benefits and effectiveness to stakeholders, resulting in its successful implementation. Contributed to the automation process for generating the Daily Quality Report, enhancing accuracy and efficiency. Assisted in the design and implementation of automated systems and workflows that reduced manual data entry and reporting time. Ensured the automated report met quality standards and provided timely, actionable insights for ongoing performance evaluation.