Angelito Lagasca Ramirez

Angelito Lagasca Ramirez B91 L23 Gumamela St. South Fairways Subd.Landayan, San Pedro City Laguna 4023 -/-- Profile Summary: Experienced professional with a successful career as Call Center Operations Supervisor. Good Management Skills at all levels to meet performance, quality end user satisfaction and hour's goals by providing guidance, support and education according to TOPS Process. Possess excellent interpersonal, analytical, and organizational skills. Excel within highly competitive environments where leadership skills are the keys to success. An effective manager with the skills necessary to direct, train, and motivate 15-18 agents to its fullest potential. Employment History Coach/Team Leader March 11 2019 to May 15, 2020 Sitel Corp., Quezon City Responsible for direct Supervision of 15-18 agents. Ensures Development of agents in the team through education, motivation and accountability. Conducts regular Performance Management to improved challenged members of the team. Ensured adherence to Company and Client set policies, procedures and standards. Executes Disciplinary actions as necessary. Manages Assigned agents to meet performance, quality end user satisfaction and hour's goals by providing guidance, support and education according to TOPS Process. Prepare and Analyze helpful data. Escalate Issues when necessary. Take the lead in Launching program Initiatives assigned to by the OM. Customer Service Associate February 2018- March 2019 Accenture, Mandaluyong City AAI Assistant Center Manager July 2012- June2013 Teleperformance, Mandaluyong City Responsible for maintaining the program's efficiency metrics. Fully implement and audit TOPS. Analyze KPI, identifying issues and trends. Performs Root Cause Analysis and formulates and executes action plans to improve performance. Assists the CCM in executing account-wide initiatives. Accountable for the performance of the cluster. Operations Supervisor February2010 – August 2015 Teleperformance, Mandaluyong City Responsible for direct Supervision of 15-18 agents. Ensures Development of agents in the team through education, motivation and accountability. Conducts regular Performance Management to improved challenged members of the team. Ensured adherence to Company and Client set policies, procedures and standards. Executes Disciplinary actions as necessary. Manages Assigned agents to meet performance, quality end user satisfaction and hour's goals by providing guidance, support and education according to TOPS Process. Prepare and Analyze helpful data. Escalate Issues when necessary. Take the lead in Launching program Initiatives assigned to by the ACCM/OM. Trainings Attended: New Supervisor Training- A 5-day training for newly promoted supervisors; includes the following: new TOPS Deck introducing the 2010 enhancements as well as the revised version of the Coaching Workshop. Other courses in the training are Time Management, Effective Communication, Team Leadership, Legendary Leadership, Bill to Pay, Operations and Processes, Performance Appraisal, Education for Performance, Maslow's Hierarch of Needs, HR/CCMS Orientation. Leadership Through Values- An 8-hour training covering all 5 Teleperformance Values: Integrity, Respect, Professionalism, Innovation and Commitment. Root Cause Analysis- This training strengthens participants' ability to identify the root cause of concerns they experience as leaders of their respective teams, introducing the different tools which can be used. Managing Team Performance- This course is designed for the following objectives: Increase the level of knowledge of TOPS within all functions of Teleperformance; Ensure application of TOPS within each Subsidiary; Improve the consistency in understanding and application of TOPS in Teleperformance globally. This contains 4 modules: Preparation for your Shift, Effective Coaching, Managing Performance & Development, Improving Team Performance. Education - University of the Philippines, Diliman Quezon City Diploma in Creative Performing Musical Arts- Undergraduate References Nokie Casas Ma. Victoria Cruz CenterManager-Bigpond Teleperformance Philippines Tel.No.: - -Relationship: Manager Center Manager Teleperformance Philippines Tel.No.:- Email:-Relationship: Manager Joeboy Guballa Sales ManagerTeleperformance Tel No.:- Email-