Chat Ledres

CHAT B. LEDRES Phase 2 Block 37 Lot 2 Lumina Homes Subdivision Barangay Vista Alegre, Bacolod City Negros Occidental Philippines 6100 Email Add:-Mobile Number:- OBJECTIVES: To be in a company where I can develop my skills and apply all the learning I gained in more than 14 years of experience in different kind of business in BPO industry handling different line of business specific to Financial and Telco. To maximize my potential as a leader and to mold and unleash the potential of people to improve their individual performance to contribute to the team performance to become a future leaders and to help the drive in changing the environment in a BPO company but not dwelling on numbers but coaching consultant through behaviors. .WORK EXPERIENCES: Customer Service Representative (Sprint) – Teletech Customer Care Management Phils- Bacolod DC(August 2007 – April 2018) JOB FUNCTION/ DESCRIPTION: Assists customer with their enquiries when it comes to mobile bill, plan change and sale. Junior Executive ( Sprint) – Teletech Customer Care Management Phils. Bacolod DC ( April 2008- December 2008) JOB FUNCTION/ DESCRIPTION: Take escalation calls from the consultant, floor support by answering questions and assisting consultant in processing order when they encounter error. CUSTOMER SERVICE REPRESENTATIVE – Teletech Customer Care Management Phils.- Bacolod DC ( Residential Billing Telstra)– (January 2009-April 2009 ) JOB FUNCTION/ DESCRIPTION: Assists customer with their enquiries when it comes to billing enquiries, plan change (mobile, fixed and broadband) and sale. Subject Matter Expert – Teletech Customer Care Management Phils- Bacolod DC (Residential Billing Telstra)- (April 2009-August 2010) JOB FUNCTION/ DESCRIPTION: Assists consultants about product enquiries and clarifications about the work around processes. Make sure to bridge knowledge gaps of consultants on product specifics and processes by providing refreshers and updates based on their frequently asked questions. Act as the Team POC when TL is not around. Quality Assurance Specialist - Teletech Customer Care Management Phils.- Bacolod DC( Residential Billing Telstra)– August 2010- March 2012 JOB FUNCTION/ DESCRIPTION: Evaluate calls of the consultants to identify behaviors that impact customer experience. Provide feedback to TL through Quality Development Action Plan to ensure consultant is following the process according to the business rules, Provide Customer Experience Alert feedback that are customer impacting base on the behavior observed on the call. Evaluate CET calls on how they callback the customers for escalation calls to ensure they are still following the process according to the business rules and the proper way of closing SR’s and Activity callback to avoid complaint. Provide a weekly analysis per team based on the evaluation conducted and then provide possible action plan Operation Supervisor – Teletech Customer Care Management Phils. Bacolod DC (Residential Billing Telstra)- March 2012 – June 2013 JOB FUNCTION/DESCRIPTION: Supervise 15-18 consultants ensuring they deliver the service customer wanted to receive. Coach them to develop their skills and unleash their potential to improve their individual performance and the team performance to become future leader of the company. Guide them and lead them to whatever their personal goal. Providing support and assistance when they take in calls, answering their queries and helping them in decision making. Representative of the team to the management to lay down challenges and to ensure their voice are being heard Operation Supervisor – Teletech Customer Care Management Phils –Cebu 2 (Customer Account Enquiries) June 2013 to present Supervise 10 consultants ensuring they deliver the service customer wanted to receive. Coach them to develop their skills and unleash their potential to improve their individual performance and the team performance to become future leader of the company. Guide them and lead them to whatever their personal goal. Providing support and assistance when they take in calls, answering their queries and helping them in decision making. A representative of the team to the management to lay down challenges and to ensure their voice are being heard Supervise Buddies to help the immersion team. Providing the support needed by the new hire consultants. Ensure that each consultant has their own buddy when they do their phone time helping them in answering the questions of the newbies. Coach them on how they balance their role as a regular consultant to improve their individual performance and the team performance and as a mentor to the newbies as they play a big role for the newbies. Also in preparing them to their next role as an SME Supervise 10 consultants who are cross-skilled to Bigpond Billing ensuring they deliver the service customer wanted to receive. Coach them to develop their skills and unleash their potential to improve their individual performance and the team performance to become future leader of the company. Guide them and lead them to whatever their personal goal. Providing support and assistance when they take in calls, answering their queries and helping them in decision making. A representative of the team to the management to lay down challenges and to ensure their voice are being heard Operation Supervisor – Telstra International Philippines Incorporated Cebu (Case Managing Moving Home) June 2014- April 2015 JOB FUNCTION/DESCRIPTION: Supervise 10 consultants and create our own rhythm since it is a new line of business and we are part of the pioneer team. Help the consultants on how to create their own rhythm in ensuring that they can assist more customer at the same time not sacrificing the existing customer that they have since we are managing the move from start to finish up until they receive their first bill. In 2 months I was able to establish our own rhythm which reflected on team performance. The management given me a different task in which to supervise and help new TL’s to create their own rhythm. I handled 5 new external hire TL’s and help them familiarize the culture, tools, observe their team meetings, did triad coaching and provide feedback for 5 months until we have new hire classes SME LEAD – Telstra International Philippines Incorporated Cebu (Case Managing Moving Home) April 2014 up to January 2016 JOB FUNCTION/DESCRIPTION: Supporting 13 Subject Matter expert consultants. We create process to bridge knowledge and process gap of our consultant ensuring that we deliver the same message to the customer. We identify opportunity in production floor based on our Customer Experienced Feedback and analysis, team observation and voice of the customer. Ensuring as well that we have enough support in production by making their schedule and team assignments. Last October I was given to handle a special project in which I need to create a process and rhythm for these selected consultants in which their task is pure order taking only and set up everything for the rest if whatever misses the initial consultant did. Within a month I was able to establish the process and they hire a Team Lead to handle the team as I can’t manage 2 roles with 22 consultants SENIOR TEAM LEAD – Ubiquity Global Services Incorporated January 2016- December 2017 JOB FUNCTION/DESCRIPTION: Handle escalation team with 17 agents who handles escalations and preventing complaints. This to make sure customer being heard, provided options we can offer basing on their situation prior to them submitting a complaint January 2017 I was given a task to handle nesting as we ramp in making sure agents are well supported on their first day in production provided support to the Team Leads to be well guided on how they can maximize their Subject Matter Expert in providing the right support to the newbies. Provide triad sessions with the team leads making sure the coaching provided to the agents are right based on the agents need on how they identify behaviors and how they create an action plan. OPERATIONS MANAGER- Ubiquity Global Services Incorporated January 2018- to present JOB FUNCTION/DESCRIPTION: Handle around 8 team Leads with minimum of 18 consultants and maximum of 20. Lead and manage both Leaders and agents making sure they receive the support they need to deliver better performance. Maintain a good environment and do round table discussion to solicit feedback from the group. Joined client meetings, Performance review, staffing call and capacity planning and financial aspect of the business. Work with our department HR, IT, Facilities on how we can improve the existing process we have to ensure e maintain to value our people PERSONAL BACKGROUND: AGE:36 years old HEIGHT:5’4 FT. WEIGHT:143 LBS RELIGION:Born Again Christian BIRTH DATE:September 7, 1984 GENDER:Female EDUCATIONAL BACKGROUND: TERTIARY:Carlos Hilado Memorial State College – Talisay City 2004 – 2005- Bachelor of Secondary Education– Major in Management Accounting – SECONDARY:Hinigaran National High School 2000 – 2001 – PRIMARY:Hinigaran Elementary School- 1996 – 1997 – Award: ACHIEVEMENTS: Top Junior Executive – October and November(2009) Top Quality Assurance -2011 Top 10 Employee – November 2013 Top Team - October and November 2014 Representative for Global Summit In Texas for 2 consecutive years -) yearly client training program SKILLS: Proficient in Written and Verbal Communications Can speak, English, Filipino, Hiligaynon Computer Proficient in Microsoft Word, Excel and Power Point Applications Leadership and Management Areas Analysis of data, targeted coaching, process implementation, Action Planning REFERENCES: Jeremae Concepcion Ravadilla Senior Operation Manager, Teletech Customer Care Management Phils, Cebu- Email- John Paul Angodung Senior Operation Manager, Teletech Customer Care Management Phils. Bacolod DC- Email- Alvin Dionisio Senior Manager Quality Assurance, Teletech Customer Care Management Phils. Makati City- Email- Arnold William Yap Center Manager, Telstra International Philippines Incorporated- Email- Janice Esloyo Assistant Center Manager, Telstra International Philippines Incorporated- Email-