CHRISTINE PAYAS CANLAS
468 San Mateo St San Angelo Subd.,
AngelesCity Pampanga Philippines 2009
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--- SKYPE ID: Christine_amber0325
EMPLOYMENT HISTORY
November 2015 – September 2017: Virtual Assistant, Remote Staff, Homebased, Angeles City Pampanga, Philippines
Calendar schedule Management for the client
Take inbound calls and do outbound calls
Email Handling
Act as helpdesk
Create ticket using Connectwise and coordinate with the team
Manages break schedule of the team
Create documentation and process
Data entry and Date Mining
Manages FB account of the client
Chatsupport
Create minutes of the meeting
February 2015 – May 2015: Executive Assistant, Remote Staff, Homebased, Angeles City Pampanga, Philippines
Her duties and responsibilities are:
Database Management
Email Management & Diary Organisation
Sales Leads & Email Follow Ups
Administration Support, Filing, Briefing, Communication to teams etc
Usage of software packages including Microsoft Word, Outlook, Powerpoint, Excel etc to produce correspondence and documents, records, spreadsheets and database
Use content management system to maintain and update internal databases
Recap meeting notes and minutes
Managing and maintaining budgets and invoicing
Liaising with staff and external contacts
Organising and Storing information-
Maintaining Social Media
September 2013 – January 2015: Executive Assistant/Online Sales and Marketing Assistant and Teamleader, Your Virtual People Inc., Clark Freeport Zone, Pampanga Philippines
Tasks as EA and Online Sales and Marketing Assistant:
>Managing the day-to-day operations of the office
>Organizing and maintaining files and records
>Planning and scheduling meetings and appointments
>Managing projects and conducting research
>Preparing and editing correspondence, reports, and presentations
>Making travel and guest arrangements
>Providing quality customer service
>Working in a professional environment
>Taking Inbound and doing Outbound Calls
>Reply to customer’s chat and email queries
>Maintaining social media account of my client
>Coordinate with the warehouse personnel and suppliers
>Creating blog and newsletter
Teamleader Duties and Resposibilities:
>manage a team of VA’s
>Conducts coaching and meetings
>monitors timesheets and attendance
>motivate employees
>Conduct interview to help recruitment
>help operations with reports and timesheet/payroll
>Also acts as Assist Operations Manager
>Attend Client Meeting along with Operations Manager
>Creates operational system and procedure
>Responsible in client presentation every client visit
> Assist HR with recruitment (conducts interview)
June 2009 – December 2011: AVP (Assistant Vice President), IQOR Philippines Inc., Clark Freeport Zone, Pampanga Philippines
directly manage a team of operations team leaders and callcenter agents
provides and documents performance feedback through coaching, performance reviews, goal setting, and deficiency management
Improves customer satisfaction and call quality by monitoring and giving feedback
Increases effectiveness of call monitoring by calibrating with quality department
Control cost by managing staff to budgeted headcount
Utilizes reporting to manage improvements in individual, team and queue performance
Manages change through effective communication support of change
Supports and communicates business goals, quality standards, processes, procedures and policies
Administers motivational programs that include incentives, contests and team performance programs
Conducts interviews and coordinate with HR and Training Dept
May 05, 2008 – June 2009: Senior Team Manager, NCO GROUP, Clark Freeport Zone, Pampanga Philippines
Ms. Canlas is responsible in handling 15-20 reps for one of the biggest telecom company in US.As one of the Senior TM she is also responsible of the senior reps roster.
Below are the tasks and responsibilities of Ms Canlas:
team meetings
conducts quality monitoring (using NICE)
taking escalation calls
coach escalations
adjustment and credit approval
schedule management (shift swaps/PTO requests, LOA and attrition)
track team attendance
motivate staff and employees
review/ distribute team performance stats
check downtime forms and sign off sheets
monitor team activity in CMS
conduct meetings, coaching and boost the morale of Sr Agents
assist HR and recruitment Team in hiring agents by conducting interviews
April 2007 – March 2008: Manager for Operations, HSBC Electronic Data Processing Philippines Inc., Alabang Muntinlupa Philippines
Ms. Canlas is responsible in handling 8-10 Assistant Managers for Operations in Customer Care Process in UK account. She also handles a group of Quality Analyst Specialists and Workforce Team. Below are her duties and responsibilities as Manager for Operations:
Lead, motivate and manage a team of finance professionals taking into account attritions, progression, contingencies and expectations
Initiate and then implement high-impact quality projects leading to operational efficiency and higher productivity
Provided strategic directions and manage business partner relationship
Continuous review of processes with the objective of improving the service delivery timeframes and identify areas of improvement
Leading and motivating team with domain knowledge with relevance to customer service
Interacts directly to HR on Hiring and other HR concerns
Provide necessary reports to AVP such as Billable productivity, Staffing, Attrition and other pertinent reports needed or required on a daily, weekly, monthly and year to date stats.
Coach and train a group of supervisors and/or agents in all aspect of the job via regular monitoring, coaching and feedback
Perform other duties as assigned by management
Deals with Quality and Training Team as well
Conducts weekly management meeting with AMO’s and TL’s to ensure that SLA’s are met based on SOW and Management team is aware.
July 31, 2006- February 07, 2007: Senior Program Supervisor, Sutherland Global Services Inc, Clark Special Economic Zone, Pampanga Philippines
Ms. Canlas was the first ever Program supervisor that was hired by Sutherland Clark wherein she handled RETENTION account with its starting 55 agents. As Senior among the program supervisors she also acts as an Assistant Program Manager if the Program Manager is not around.
Here are her duties and responsibilities as a Program Supervisor for RETENTION:
identify the weak areas of agents ( while floor support) and help them rectify the same work with Training and Quality teams to improve team’s performance ( Identifying Training needs and coming up with action plan to close the same)
Conduct team performance review (agents stack ranking report)
Identify the agent’s pain area and interact with all support functions for necessary action
Team building, morale and job satisfaction
Analyze the customer’s verbatim and team’s csat performance, identify the top CSAT/ DISSAT drivers and work towards improving/ reducing the same
Ensure availability of agents for taking calls
Attend Call Calibration and Joint Call Monitoring (JCM)
Callback and taking escalation calls
Attend Client meetings and Stat Presentation
Conduct a refresher training
Conduct monitoring, coaching, disciplinary action and counseling.
April 2001- October 2005: Senior Call center Supervisor Cyber City Teleservices Ltd, Clark Special Economic Zone, Pampanga Philippines
Ms Canlas is responsible in supporting a group of 20-40 phone reps. Her Duties and responsibilities are as follows:
> trains agents on the internal procedures, product knowledge, scripts and phone etiquette
> communicate call center activities and plans to agents
> participate in special projects
> monitor calls and provide feedback and coaching
> motivate the team or employee
>Measures employee performance
> manage attendance and schedules of agents and work with leadership on strategy issues
> encourage and gather feedback from the reps to ensure that their suggestions and concerns are being heard
> addresses counseling and disciplinary action if needed
Ms Canlas also assists the sales manager from time to time with administrative works such as answering emails or anything that requires her assistance in case the manager is not around.
As one of the Pioneer and Senior Supervisor, Ms Canlas was requested by the HR Department to assist the recruitment team in hiring agents. She is also one of Organizer of MoWeR ( Morale, Welfare and Recreation of Employees ) - a group that sponsors and organizes the company events and activity.
EDUCATIONAL QUALIFICATIONS- College Bachelor of Science in Business Administration Major in Hotel and Restaurant Management
Holy Angel University
Angeles City Pampanga
- High School Holy Angel University
Angeles City Pampanga
SEMINARS and WORKSHOPS ATTENDED
> Business and Management Training, NCO GROUP, Clark Freeport Zone, Pampanga Philippines (June 2008)
> Train the T-Mobile Way, NCO GROUP, Clark Freeport Zone, Pampanga Philippines (May 2008)
>Frontline Leadership Training, CyberCity Teleservices, CSEZ, Pampanga Philippines -)
> Basic Supervisory Training Workshop for Call center Managers and Supervisors, Cyber City Teleservices Ltd, CSEZ, Pampanga Philippines (May 2003)
> NICE LOG 8.7 Recording System Endliners Training, Cyber City Telerservices Ltd, CSEZ, Pampanga Philippines (May 27-28, 2000)
PROFESSIONAL REFERENCES
> Available upon request
