Analyn Banting

Analyn Manalansan Banting Address: #745 Purok 7 Baruya, Lubao, Pampanga Contact Number: - Email Address:- SUMMARY Over 10 years of experience in Business Process Outsourcing. Five Years of experience as a Team Leader/Team Manager. Two Years of experience as a coach and Three Years experience providing solid Customer Service Experience. Efficiency-driven and organized. I want to continue my career with an organization that will allow me to contribute to its continued growth and success. SKILLS AND EXPERTISE Strong and Effective Communication Skills Leadership and Management Solid Customer and Client Satisfaction background Coaching for Improvement Solution-Driven Mindset WORK EXPERIENCES Client Experience Team Leader Beepo Inc Clark, Pampanga July 1, 2019 – 27 April 2021 Duties and Responsibilities Managing a Team of 35 staff and ensure that all key metrics and performance per Client Service Level Agreement are met Responsible for managing day-to-day operations of assigned clients Responsible for managing a team of employees in consultation with HR Oversee, guide and evaluate daily performance of staff Ensure accuracy and quality of communications among employees Prepares and maintains statistical reports used in management decision making  Monitor scheduling and attendance including approving, editing and management of employee’s time Recommend promotions, transfers and terminations Increase employee’s skill and knowledge by capable instruction both on a weekly basis and through the facilitation of training modules Assist HR and CEM maintain, develop, and organize current and accurate training material Consistently and effectively implement the Performance Management Process as a leadership tool to help staff maximize their performance Present to clients and prospects (in a sales environment) Identify new opportunities for client revenue growth including new positions and/or new training programs Assume responsibility in the absence of the Client Experience Manager Team Manager Alorica Inc. Clark, Pampanga June 2015 – July 2019 Duties and Responsibilities Provides regular supervision and mentorship over subordinate staff Ensure regular and effective communication with subordinate staff on performance, goals, and coaching Facilitates daily agent coaching and development sessions in both written and verbal format Participates in client related activities to include client calibration sessions and project planning Identify and address agent training needs Manage Team’s time entry to ensure 0% discrepancy Manage program specific performance standards i.e. Quality Score, AHT and Attendance Manage financial implication of attrition and attendance by maintaining program-specific goals Manage staffing in accordance with program specific workflow i.e. down-staffing, up-staffing Completion of weekly Team’s scorecard and analysis Effective Root Causing and Action Planning Provide agent support via handling escalated calls per need basis, side by side monitoring Regular MBWA and provide real time assistance to subordinate staff to ensure high level customer service is being practice Team Leader Alorica Inc. Clark, Pampanga June 2013 – July 2015 Duties and Responsibilities Frontline Assist to the Team Manager in identifying behaviours and coach employees to be outstanding performers Encourage and develop Teamwork among others and themselves Assist agents deliver customer satisfaction, business results and employee satisfaction in order to ensure achievement of Scorecard and client goals Assist Team Manager in leading a team of 33 staff Provide proper floor coverage and maintain a positive leadership presence Demonstrate Company’s Core Values and culture Maintain performance requirements in order to stay in the program Receives and handles calls, provide first assist response to irate customers Customer Service Representative Alorica Inc. Clark, Pampanga June 2010 – July 2013 Duties and Responsibilities Handles diverse incoming Customer inquiries from 3 different LOB’s (Shipping, Tracking and Brokerage Dept.) First Support response from scheduling a pickup to clearing a shipment from customs Connects with existing and potential customers and aims to resolve inquiries related to pickups, trackings and clearing of packages in customs Handles Billing and Brokerage clearance inquiries i.e. calculation of rates, processing overdue and current invoices, providing discounts and completing forms Resolves customer’s questions, complaints, in professional and helpful manner Utilizes computer system to verify and document customer requests Maintains and updates customer information as necessary Calmly attempts to resolve and de-escalate any issues Escalate calls to supervisor when necessary after offering all available options within the scope of the process per customer’s issues Use and adapt effective questioning and listening skills to resolve the customer’s issue TRAININGS AND SEMINARS ATTENDED March 2015 Lead First Training: Good to Great BC4 PhilExcel, Clark, Philippines April 2017 Leadership Training BC4 PhilExcel, Clark, Philippines May 2017Leadership Summit BC4 PhilExcel, Clark, Philippines June 2018 Lead First Training: Flexible Coaching BC4 PhilExcel, Clark, Philippines June 2018 Leadership Training: Questions Behind Questions BC4 PhilExcel, Clark, Philippines August 2020Rapid Culture Change: The Bruce Lee Way BC4 PhilExcel, Clark, Philippines EDUCATIONAL BACKGROUND 2007 – 2008Bachelor of Science in Information Technology 2003 – 2007Baruya High School Baruya, Lubao, Pampanga 1998 – 2003 Baruya Elementary School Baruya, Lubao, Pampanga I hereby certify that all the above information are true and correct to the best of my knowledge and belief. ANALYN M. BANTING Applicant