Christian Lagarde Lumba

Christian Lagarde Lumba Email:-Linkedin: https://www.linkedin.com/in/christian-lumba-62648b188/ Mobile Number:- Summary: • Experienced with various project with Account Implementation, Performance Improvement and Quality Automation. • • Has 5 years of experience in the BPO and RPO industry of which 3 years of experience in Quality and Project Management. Achieved multiple recognition from different organization that I work for and has gained Certificate of Lean Six Sigma White Belt Training • A great team player with the ability to multi-task and work under pressure. Work Experience Project Analyst- Implementation (Principal) at AMS ✓ ✓ ✓ ✓ ✓ ✓ ✓ Oversight of the overall workstream making sure that deadlines are met, and deliverables has been provided to the stakeholders. Responsible of Mapping the process as part of the transition to the Operation Team. Organize Discovery meetings and securing the sign off from the Service Review Workshop by the stakeholders. Creation of Training collaterals and conduct trainings to the parachute and new hires. Organizing Training sessions, making sure that all session has been provided to the Operations. Creation of Operations Manual for team’s references with the process and work instruction. Oversight of the stabilization phase after go-live, making sure Ops team can take it forward as their BAU. Process Specialist – Quality at Cognizant ✓ ✓ ✓ ✓ ✓ ✓ ✓ April 2019- September 2019 Supports the first Quality Automation initiative of the organization including the enhancement of Speech Analytics system. One of the highlights in my short span of time with the role is the success of CSAT Automation that we’ve achieved in the project. Conducts Weekly Business Review with the Operations and Client in terms of the performance of the team. Have managed to show improvement with the use of our system in main taining high performance of the team. Deliver reports to the Operations, provides RCA and recommendation for improvement of performance. Call Monitoring Specialist – Quality at Sitel ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ September 2019 - August 2021 Responsible for monitoring of audits from the team in a weekly and monthly basis, making sure SLAs are met. Conducting Quality Huddle and updates with the Process. Updating the team with their KPI for Quality and top defects of the w eek. Organizing and Leading Internal and External Calibration from Operations and Client. Responsible for updating the Quality Dashboard every twice a week and shared to the Operations. Onboarding the Hyper care team to the Quality Guidelines and conducting various session to get them up to speed with the process. Provides coaching to targeted agents, provide action plans, performance improvement and securing their sign off. Hygiene check from the report being shared to the Operations and Clients. Senior Ops Supt Analyst at Sitel ✓ ✓ ✓ ✓ ✓ August 2021 up to present May 2018-April 2019 Responsible for monitoring of audits from the team in a weekly and monthly basis, making sure SLAs are met. Conducting Quality Huddle and updates with the Process. Updating the team with their KPI and top defects of the week. Serves as a POC when Coaches/TL is not around to make sure team are still getting support. Engage with Internal and External Calibration including updates from the process. Have managed to take own 1 KPI along side from the Quality which is AHT of the entire account to make sure outliers are being coached. Provides RCA report and recommendation based on the survey received and being shared to the Operations real time. Conducts SBS and remote live monitoring to provide intervention with their behavior and support as needed. Provide Coaching for the Outlier agents, provide action plan, and secure their sign off. Customer Account Executive – Agent at Sitel ✓ ✓ ✓ ✓ ✓ Assisting the customer with their billing concern including basic technical trouble shooting in a timely manner. Serves as Consultant providing them recommendations or options for the customer. Responsible of providing the best customer experience in handling their issues. To be able to turn things aro und with the customer. Handling customer escalation, pacifying customers, and de -escalate as needed. Make sure that they are getting the right support. As part of our KPI, with how resolve and assist the customer, it’s a better opportunity for us to probe and transition the call to sales Technical Support Representative – Agent at Teleperformance ✓ ✓ ✓ ✓ October 2016 – June 2017 Assisting the customer with their technical concern by providing basic troubleshooting and billing concerns Serves as Consultant providing them recommendations or options for the customer. Especially if it cant be resolved over the telephone Responsible of providing the best customer experience in handling their issues. To be able to turn things aro und with the customer. Handling customer escalation, pacifying customers, and de -escalate as needed. Make sure that they are getting the right support. Skill Sets Education Polytechnic University of the Phils. – Sta. Mesa, Manila B.S Tourism Management- B.S Electrical Engineering- Awards and Recognitions ❖ ❖ ❖ ❖ ❖ ❖ June 2017 – May 2018 Recognition Award at AMS Shining Star Quality Analyst Award at Cognizant Top Quality Analyst Award at Sitel Top Agent in PST Award at Sitel Most Participative Trainee at Teleperformance Top 2 Agent Award at Teleperformance Character’s References Candyd Joy Cosep Cognizant Team Lead - Training Contact no.:- Jessie Gervacio Sitel Coach Contact no- Marvin Cabuyao Senior Quality Thumbtack-