Cherry Lyn Monzon

 WORK EXPERIENCE DYNATA PHILIPPINES August 2005 to May 2019 (formerly Research Now and Survey Sampling International) PIPC Bldg.7, MEZ II, Basak, Lapu-Lapu City, Cebu, Philippines 6015 OPERATIONS TEAM MANAGER January 2011 – May 2019 Business to Business Operations Oversees and handles the overall operations of the shift. Handles over 60 interviewers and 11 supervisory staff. Liaise with supervisors, team leader, operatives and third parties to gather information issues. Directs all general instructions on how the shift should be run and making decisions for any problems encountered. Make effective and specific shift plans as to direct all supervisors for their assignments and agents on which project/s to dial on, how many agents for each project and what specific updates need to be disseminated. Determines the project status updates by daily computations on what adjustments to make to ensure that each project finishes on time and within specifications. Monitor random calls to improve quality, minimize errors and track operative performance. Review the performance of staff, identify training needs and plan training sessions. Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes. OPERATIONS TEAM LEADER July 2010 – January 2011 Business to Business Operations Directs all general instructions on how the shift should be run and making decisions for any problems encountered in the absence of the manager. Administrative tasks: Scheduling and Attendance Validations Ensure individual agents are performing against targets, review their performance and coach/train them to do so. Meet with the team manager on a regular basis to provide feedback and receive instructions or actions. Actively enforces the operations goals, policies and procedures, implements standards in the company’s training and development, supports agents, handles escalations and works in conjunction with the administration. SENIOR QA LEAD March 2010 – July 2010 Business to Business Operations Oversees and handles the overall operations of the QA team. Direct all general instructions on how the QA team implements systems and procedures. Make performance assessments; follow up with other QA members regarding the status of each team. Plays a balancing role between the call center and QA and have the responsibility to create a congenial environment among agents and floor team leaders. Manage a QA team to ensure effective monitoring and evaluation of the agents on a regular basis. Devise systems to identify weak areas of individual agents and ensure proper feedback via instant feedback, counseling, short coaching, and training requirements. OPERATIONS SUPERVISOR/QA SUPERVISORJan 2007 – March 2010 Business to Business Operations SECTION SUPERVISION: Relay instructions to agents pertaining to project specifications and such. MONITOR SUPERVISION: Handle/Monitor at least 23 agents per shift and ensure smooth operations. Provide project status/accomplishment to the Team Manager/Leader on a daily basis. Conduct one on one session for each agent for performance assessment and improvement. Proactively identifies areas for service and procedural improvement and makes recommendations to the Team Manager/Leader. Process paper works and records in preparation for the monthly evaluation with promptness and accuracy. Takes appropriate disciplinary action in cases of untoward instances such as falsification and other violation of policies. Escalates any queries or unresolved issues which cannot be completed within the agreed procedures. Continuously track agents’ progress and act as a mentor to ensure full attention in a given project. CALL CENTER INTERVIEWERAug 2005 - Jan 2007 Handles telephone inquiries, complaints or questions from members of the public. Conducts surveys among businesses. Performs follow-up calls to customers as required to resolve an outstanding query. Ensures that all commitment made on the call are delivered TRAINING & SKILLS Maximizing Team Performance – February 2, 2017 Coaching for Peak Performance – March 25, 2015 Leadership Training: Effective Communication – February 25, 2015 Client Focused Communications – April 10-11, 2013 Development Program Training Modules for B2B Supervisory Staff - March 29, 2007 Coaching-May 7, 2007 7 Habits of highly effective people – January – March 2011 Proficient in Microsoft Office Applications such as Word, Excel, and Power Point Proficient in English (both Oral and Written) CATI knowledge Project Management skills: Plan and manage successful projects, manage risks, costs, time and project teams Influence, build relationships, manage conflicts Ability to work well in a team AWARDS Top Ten Students in Class from 1st Year – 4th Year High School Received Academic Award from Primary 1 to Primary 5 EDUCATION DegreeBachelor of Science in Biology -Velez College 79 F. Ramos Street, Cebu City College -Saint Louis High School Sudlon, Maguikay Mandaue City High School -Colegio de la Inmaculada Conception Tipolo, Mandaue City Primary PERSONAL PARTICULARS Date of Birth:March 21, 1983 Age: 37 years old Gender:Female Religion:Roman Catholic Marital Status:Married Nationality:Filipino Passport No.:P-A SELF DESCRIPTION I am an energetic and ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. I can cope up with pressure at work and can do my job with very minimum supervision. I have the initiative and determination to accomplish any tasks assigned to me. I am someone who always looks to improve and develop within my work. Likewise, I’m a jolly and a very friendly person.