Degie Gonzales

Degie Gonzales 38B Lemonwood Street Greenwoods Executive Village Pinagbuhatan, Pasig Mobile: - ; -- Qualifications Summary Outstanding Communication Skills • Comfortable in interacting with all organizational and cultural levels • Exceptional verbal and written English communication Skills Highly Organized • Expert in multi-tasking and prioritizing Resourceful Problem Solver • Adept in anticipating and analyzing problems, then formulating solutions Flexible and adaptable • Assimilate quickly in transitions, switching roles as needed to maintain productivity Detail-oriented and Conscientious • Keen eye for errors and inconsistencies, striving for flawless output Leadership • Capable in driving results through influence and development of staff Career Overview Sitel Philippines (June 2009 – April 2012) Learning Specialist • Facilitate new hire training (Foundation Skills & Product Specific) • Conduct TNA to ensure gap in training and operations is/are identified and addressed • Spearhead refresher and upskilling training for frontline and staff personnel • Evaluate existing training curriculum and propose/design new agenda if needed VXI Global (August 2012 – March 2021) Senior Client Relations Manager (2016 – March 2021) • Contract Management – maintain and conduct review of SOW, ensures actions taken by both client and internal stakeholders are within bounds of SOW • Internal Reporting – ensures internal stakeholders are well informed of their performance trending and client perception • Invoicing and Financials – reviews and ensures accuracy of invoice data, negotiate rate adjustments, bonus/penalty consideration • Client Management – point of contact for escalations, target setting and volume delivery • Department Chief of Staff – Directly works with company’s chief executives, organizes and lead business reviews with high level executives and clients Senior Manager – VoC (Business Intelligence) & Project Management • Manage the accounts’ support group – Analytics, Quality & Training • Drive improvement initiatives on process to better performance & client value • Responsible for running statistical analysis on various metrics on an ongoing basis • Propose and spearhead strategy planning with operations • Interact with client and internal stakeholders to drive and influence improvement objectives Accomplishments: Handled multiple process improvement projects o Call Tracking System o Metric specific coaching plan and performance management o Dispatch Validation o Selling the solution o Digital walk-through o Health of Compliance o Resolution Development Lab o Client’s Work Flow Engine Enhancements Innovated hiring process o Identified the true success profile for the account through demographics study and performance of existing population o Required additional filters – technical exam and mock call with QA to gauge technical and call handling skills of applicants o Promoted the use of a new recruitment tool to ensure agreed standard and qualifications are met Enhanced training and quality methods o Implemented toll gates in training to shorten learning curve o Early nesting team immersion to new hire o Revised curriculum to include laboratory exercises and assessments o Required thrice a week QA call listening and twice a week side by side with performing agents during Product Training o Employed Live Call Certification as part of graduation requirement o Diversified Quality Team’s role – o Targeted call listening on top call driver of the team in addition to random call listening o Required side by side monitoring as supplemental audit for bottom performers o Mandated monthly QA talk for each team