-www.linkedin.com/in/catso
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Catherine So
Global Remote Manager
I am a results-oriented Global Support Manager with 10+ years of
experience and a proven knowledge of multi-site call center
management, service delivery, and process standardization.
Accomplishments
Managed multiple accounts with team sizes varying from 10 to 1000 (directly managed 3 accounts
simultaneously).
Successfully led an outbound campaign for computer parts and peripherals which led the team to grow
from 1 outbound agent to 10.
Grew a technical support team from 30 to 100 agents in less than a year and promoted at least 70% of the
original team to Quality Analysts,
Trainers, Team Leads, Subject Matter Experts and Managers.
Increased the lines of businesses for a gaming console support team to cover both hardware support and
online gaming support.
Designed and implemented an Escalations Desk for an airline account including reporting, gap analysis,
recommendation, communication and
process development which cut down on total escalation resolution time by 25% through the automation of
hierarchical approvals.
Generated 250 FTE-worth of efficiency gains through automation tools, analytics and process reengineering within 2 fiscal years (2016 – 2017).
Implemented a solution redesign of a web-based productivity tool with the ability to conduct workload
allocation based on predetermined
conditions, real-time management of transactions and resources, skill set-based prioritization and reports
generation.
Launched the Value Innovation Team for a health account (25 Business Advisors of varying career levels,
facilitated training, ideation sessions and
roadshows).
Successfully migrated 3 software brands from phone case creation to 100% online case creation.
Led the transition of an Enterprise Software product to a centralized team servicing other products
therefore, decreasing overall headcount costs.
Designed and created a coverage forecasting tool to aid in effective capacity planning which led to
increasing the 24X7 coverage of products from 11% to 45% of the entire product portfolio.
Educational Background
Centro Escolar University
Manila, Philippines
Bachelor of Science
Major in Nutrition and
Dietetics
June 1996 - March 2000
Areas of Expertise
Global Remote Support
People Management
Coaching
Capacity Planning
Process Documentation
Project Management
Data Analysis
Reporting
Employee Engagement
Leadership Development
Performance Management
G-Suite / MS Office
Career Summary
ESW Capital (Crossover)
Customer Support Manager
Mar 2018 - Apr 2020
People manager:
Manage and coach a team of 15-30 remote Level 1 Software Support Engineers
Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team
Scheduling and Capacity Planning for all products supported
Customized reporting
Data analysis and deep dives
Scorecards
Give visibility and manage the whole end to end process for incidents, requests, and escalations
Improve processes and drive continuous improvement
Show week over week improvement:
Analyze data to drive quality and production
Develop individual performance plans and achieve aggressive team goals
Collaborate with our Knowledge Base Team in the creation, management, and dissemination of
information
Managing ticket assignments
Monitor issues in the ticketing platform (Zendesk)
Maintain metrics, reports, and process documentation
Perform general management functions to support ongoing infrastructure development and process
improvement
Participate in Global Hiring Tournament
Accenture Philippines, Inc.
Service Delivery Associate Manager
May 2014 - Feb 2018
Manage numerous, complex projects requiring high-level capabilities (Health Administration – Claims
Recovery, Audits, Benefits Coding and Testing)
Engage both internal and external stakeholders in account management and aid in identifying
opportunities for growth and value add to clients
Host and provide an overview of the entire operations during sales and potential client visits
Prepare, coordinate and conduct performance appraisals, and counsel employees on career and
performance/disciplinary issues
Interpret day-to-day business objectives and prepare/execute operational practices/work programs and
ensure proper execution of processes by team
Manage workloads to ensure even distribution of responsibilities and provide development
opportunities, when available
Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry,
correspondence, and other tasks) within the immediate team to ensure quality, accuracy, and
consistency
Identify and assist with the development of support materials for team use, e.g., training manuals, role
aids, and views in databases
Ensure that all client responsibilities occur in accordance with the statement of work and service level
agreement with client(s)
Develop and implement a corresponding plan of action to bring an issue to resolution and facilitate
change management as needed
Identify, document, and review opportunities for team improvement in procedures/processes/standards
to gain cost-effectiveness and efficiency; execute the implementation of improvements
Perform analysis of quality audits; analyze results and develop process improvements to maintain
quality deliverables
Accenture Philippines, Inc.
Value Innovation Manager
May 2014 - Feb 2017
Technically and operationally responsible for process and business outcome levers across claims
services
Design, develop and implement process improvements and provide domain & functional expertise to key
processes, products, and solutions
Coordinate with the client marketing team to identify & deliver on innovations & value initiatives
Drive Innovation Sessions
Leverage data and analytical tools to enable business decisions thereby reducing risk for clients
Perform root cause analysis for BOI/SLA deviations and share with the client; propose mitigation
solutions
Train on analytics techniques and apply them in process data to identify opportunities on improvement
Identify innovative analytics solutions which will have applicability across accounts and map them to
the Heat Map
Manage a team of Business Advisors to utilize their industry proficiency and available technology to
deliver solutions to both internal and external clients
Stellar Philippines, Inc.
Operations Manager
Sep 2012 - Feb 2014
Manage a production team including Team Leader, SME's, agents and other support team members
Manage Nesting Team by creating and implementing a nesting process document to identify all aspects
of nesting
Facilitate/Observe huddle session done by the Team Leaders and provide evaluation for improvement
Liaise with the Workforce team to ensure the HC requirement is filled up either through operations or
through the nesting team
Conduct Real-Time Monitoring through the assistance of RTA’s and Floor Pilots
Launch E-Desk including reporting, gap analysis, recommendation, communication, and process
development
Create adverts/marketing strategies to launch incentive programs that drive team camaraderie
Coordinate with different departments to identify gaps in the processes and create resolutions to
address gaps
Provide daily/weekly report on operations actions addressing daily/weekly issues/challenges
encountered
Conduct coaching sessions with Team Leaders/Agents to immediately address a stress point and
gauge improvement
Evaluate an employee and provide recommendations for regularization, promotion, etc.
Create Knowledge Base Source for a newly launched program
Review and evaluate process maps/documents for Front and Back Of House services
Complete work tasks/requests from client
Create/Build reports for daily/weekly/monthly reviews and as requested
Sutherland Global Services
Assistant Program Manager
Sep 2007 - May 2011
Manage a team of Team Managers and Consultants.
Set, meet and exceed client-based goals and disseminate to the team.
Manage goals and ensure KPI’s are met at each individual team and site-wise level.
Liaise with all other departments (Training, Recruitment, Human Resources, Quality Assurance and
Administrative Team) to ensure maximum productivity and efficiency.
Conduct performance reviews of Team Managers and Senior Consultants for regularization, annual
increase, and promotion fit.
Coordinate with the Recruitment, Human Resources, and Administration Team for HC requirement and
HC movements as well as lateral and promotional movements of all employees.
Collate and present daily reports to the client and Senior Management Team thru the Operations Review
based on COPC standards.
Create Employee Engagement activities for employee retention, growth, and awareness.
Conduct training/seminars for Team Managers and Subject Matter Experts to improve the delivery of
quality service to the team and personal growth of the team members.
OSRP, LLC (PC Mall/MacMall)
Account Sales Supervisor
Jan 2006 - Jul 2007
Manage the queue and ensure that all shifts are covered
Analyze KPI’s and identify AFI’s
Train Consultants on the use of sales tools and website
Meet KPI goals monthly and generate individual goals per agent based on previous performance
Coordinate with the back-end office (credit card, collections, customer service, inbound, marketing,
technical support, etc.) on updates and plans for increasing sales and meeting targets
