Christopher Bao Young
Phase 1 Block 1 Lot 32, Haniyyah Homes Subdivision, Babag 1, Lapulapu City
Contact no:-
Email address:-PROFESSIONAL EXPERIENCE
CONVERGYS PHILIPPINES INCORPORATED
Manager, Transactional Service Quality (Cebu) – (December 2013-September 2017)
Key Accomplishments:
Nature of Account: Inbound/Outbound Chat and Phone Customer Service for gaming, hardware, sales and financial
services of a fortune 10 client servicing the U.S Market.
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Supported various portfolio within the Company
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Manages quality and end to end performance delivery through effective management leading a
group of Quality Supervisors and Quality Coaches in multiple sites/geo
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Train/Oversee Quality Supervisors and Quality Analysts
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Responsible for working directly with both internal and external customers to coordinate, manage
and communicate quality deliverables
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Implement standardized Operating Procedures
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Oversee processes to define, measure and analyze quality performance
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Represent the quality function in critical account meetings/business reviews and drive the delivery
of all quality action items in conjunction with operations
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Lead and motivate team members foster their professional growth and promote teamwork and
cooperation
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Define Quality's plan for improved agent performance and enhanced customer satisfaction by
partnering other functional support groups
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Review and work with training to ensure all Quality training materials are consistent with client
needs and in the creation of New Hire Curriculum
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Work with Business Management in support of understanding quality objectives and documenting
Standard Operation Procedures
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Develop and implement processes and reports to support Quality Initiatives
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Manage quality objectives of clients and implement programs to drive continuous performance
improvement
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Looks into Program Primary Metrics (BB, FCR, HR) to increase program performance
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Facilitates and conducts root cause analysis to determine the underlying drivers behind team/agent
performance gaps which impacts key metric results.
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Collaborates with Program POC that oversees implementation and execution of Bottom Quartile
Management
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Lead site-level Quality Recognition Programs
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Program POC for Certification and Consequence Management Processes Implementation
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Site BCP Communication and Documentation Lead
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CVG 10 Year Loyalty Awardee – Q2 2017
STREAM GLOBAL SERVICES
Team Leader, Quality (Cebu) – (July 2012-December 2013)
Key Accomplishments:
Nature of Account: Inbound and Outbound Technical Customer Service, Billing and Sales Operations of a Fortune 10
client offering Financial Software in the U.S Market
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Manages quality and end to end performance delivery through effective management leading a
group of Quality Coaches
Program NPS
Program Quality Score
Lead Integrity Talk for all Team Leads and Agents in the program in relation to fraud
Authored processes – Call Compliance and Disciplinary Actions for Repeat Offenders
Lead and motivate team members foster their professional growth and promote teamwork and
cooperation
QM-OIC
ETELECARE GLOBAL SERVICES
Quality Assurance Representative (Manila) - (July 2009 – July 2012)
Key Accomplishments:
Nature of Account: Inbound Customer Service, Billing and Sales Operations of a Fortune 10 client offering Financial
Software in the U.S Market
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Quality POC that oversee the performance of new hires from training to production
Site focal for Compliance
Rated as High Potential QA
Champion various enthusiasm activities and incentive programs
Level 2 Technical Customer Representative (Manila) (January 2008 – July 2009)
Level 1 Technical Customer Representative (Manila) (July 2007 – January 2008)
EDUCATIONAL BACKGROUND
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Negros Oriental State University – Dumaguete City (2002 – 2007)
Bachelor of Science in Biology
Negros Oriental High School (1998 – 2002)
Secondary
City Central Elementary School (1990 – 1998)
Primary
SEMINARS AND TRAININGS
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Quality Basic Lean Integrated Six Sigma and Quality Tools – Convergys Philippines (2015)
Coaching Certification for Coaches (Phase 1 and 2) – Convergys Philippines (2015 and 2016)
Problem Solving and Decision Making Workshop – Convergys Philippines (Nov 2015)
Team Leader Development Phase 1 and 2 – Stream Global Services (2012)
Rapid Experimentation Training (2012)
Time Management Training (2012)
Avoiding Conflicts of Interest Training
SKILLS AND STRENGTHS
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Multi-year experience with providing and receiving coaching and feedback
Proven time management skills
Strong planning, organizing, analytical and problem-solving skills
Revenue and Relationship management
Performance Management
REFERENCES
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Available upon request
