Arnold Pamituan Perico

I am a "Top Tier" performer with 11yrs+ in the industry of both BPO & Independent Contractor. The following roles and duties will share more on the skill set that I can guarantee will turn progress in motion into a solid cornerstone.

"CSR/SME/SDR" - Remote Independent Contractor as a sales representative and appointment setter for out & inbound scope of support to Generate and drive revenue to meet the company needs, Provide an enhanced 360-degree customer experience, Create and promote Trust & Loyalty with the customer’s needs and sharing of product expertise, Generate and drive revenue to meet the company's needs. (Sales), Assist in carrying out additional support on the production floor. (Team Support - Product Knowledge, Customer Retention, Escalated Calls).

As a "Quality Analyst," I gained the skill sets by performing multiple duties as such as Quality assurance monitoring and performance scoring based on program KPI’s, Agent development and growth planning – (S.M.A.R.T.), Weekly and monthly performance analysis reporting/readouts to program leads, Facilitate Client calibration call scoring, Production team interventions/rollouts, and breaking barriers with the partnership of all key players.

My career then expanded into the senior leadership level as I had the opportunity to oversee an entire site while holding the role and performing the following duties as a "Hiring & Retention Specialist" - Analysing business processes, conducting trend/ratio analysis to fine-tune decision making between all program departments, Bridging various departments as a liaison, Overseeing and improving site attrition and throughput performance, Consolidating and reporting performance data as feedback to top senior and VIP leadership stakeholders, Managing the final interview team and Onboarding process per program job descriptions Spearheading employee engagement initiatives, Recruitment Hiring & Interview Partner – (Conducted Mock Calls/Call Simulation & Final Interviews), and overall acted as a "Liaison" support for recruitment, training, and operations. 

I also had the opportunity to gain experience and skills within the operations side of things performing as a "Team Leader" with such duties as Manage and lead a team of employees, Communicates company goals, safety practices, and deadlines to the team, Provide help to management, including hiring and training, Regular management updates on team performance, Analysing business processes in line with team performance, Streamlining excellence in growth and development (Coaching, Action Planning, Reinforcement, Calibrating, etc..), and Promote a Professional & Inspiring relationship.