Dom S. Alcantara

Dom Santos Alcantara Mobile: - Email:- SKILLS:         Collaborative in achieving goals and objectives Flexible and adapts quickly to change initiatives Systematic problem solver Dynamic team player and effective in building relationships with key individuals across teams Efficient in work planning and process improvements Experience in program implementations and management Experience in call center operations as quality analyst, workforce management, and operations and client reporting Proficient in MS Office applications WORK EXPERIENCE PSG Global Solutions June 2015 – May 2017 PSG is the world’s largest and fastest growing provider of outsourced recruiting support. PSG has clients across the globe, including four of the world’s ten largest staffing companies, 20% of the Staffing Industry Analysts Top 50 and multiple Fortune 500 corporations. Senior Team Manager - Reports      Manages a team of reporting specialists in delivering internal and external reports Generates Operations and Support scorecards (monthly and quarterly). Assists business units in determining performance based on internal KPIs and SLAs Manages external client reporting needs. Ensures that clients receive accurate and detailed reports monthly and quarterly Maintains daily trackers for different accounts and ensures that reporting requirements are up to date. Creates daily attendance report and publishes payroll in a biweekly basis Provides training to operations like Excel so that they can maximize their potential in delivering excellence and value to the company Integrated Ordering Services Mar 2013 – June 2015 Integrated Ordering Systems (“IOS”) is a pioneer in the restaurant call center industry. IOS offers a suite of services including outsourced phone order handling, online ordering, and comprehensive reporting for leading restaurant brands in the United States. Senior Officer - Reports       Creates reports based on the different transactions between the company and our vendor/clients. Maintains existing reports and processes and updates and consistently manage data and reporting maintenance as assigned reports Publishes monthly invoices for all vendors/clients. Handles executive reporting. Manages weekly forecast and staff plan. Maintains productivity report for management and employees, such as KPI dashboards, utilization, attrition, and other ad hoc reports Creates attendance (daily) and payroll (biweekly) reports. This includes employees from United States and locally Publishes Operations and Support scorecards on a monthly and quarterly basis. Provides insights on operational performance based on these KPIs Helps in the launch of different projects/accounts by taking on other roles such as workforce management and quality assurance Stream Global Services (formerly eTelecare Global Solutions) Nov 2005 – Mar 2013 Stream Global Services (formerly known as Global BPO Services Corp.) was a BPO company acquired by Convergys through a definitive merger, with more than 37,000 employees in 22 countries in 50 contact centers; it managed more than 100 million voice, e-mail, and chat contacts a year. The footprint of the company included countries across North America, Europe, Asia Pacific, Latin America, Middle East and Africa delivering service in over 35 languages. Quality Assurance Analyst      Creates, publishes, and schedules new QA reports. Implements reporting changes within the scope of assigned responsibilities for both internal and external clients Takes ownership of delivering on all reporting requirements for multiple sites and/or clients. Analyze data and recognize opportunities for making recommendations for improving processes Conducts weekly monitoring of customer service representatives and provides coaching on each of the evaluations Generates weekly reports which are sent out to operations for review, forecasts of QA productivity, and other ad hoc reports Conducts QA Certification of new batches of agents and attends weekly calibration sessions with clients and operations June 2004 – Oct 2005 iTouchPoint Softech Pvt Ltd Quality Assurance Representative      Conducts weekly monitoring of 20-30 agents (depending on the staffing for that specified week) Takes ownership of coaching with respective Team Leaders after monitoring each agent assigned for the week Certifies trainees prior to their admission to Operations and acts as an SME on their first two weeks on the floor and provides QA certification Facilitates call calibration sessions with Operations and produces variance for each calibration sessions Provides test calls on a monthly basis to check for quality adherence Floor Support Agent (Oct 2003 – June 2004)  Patrols the floor (Operations) in the absence of Team Leaders on a specified schedule  Takes escalated calls from agents during patrols Generates reports in the absence of Team Leader and helps incoming batches in preparation to Operations  Customer Care Associate (Jan 2003 – Oct 2003)   Provides Directory Assistance to US, Canada and Puerto Rico Provides clients with Enhanced Services like Movie Times, Driving Directions, Sports, etc. CHARACTER REFERENCES Kat Jardenil – Director of Operations Support (PSG Global Solutions); VP of Operations (IOS)  - (US line; can be reached thru Viber) Lhai Lapid – Operations Manager (Alorica); QA (Etelecare/Stream/Convergys)  -, - Roy Bautista – Project Manager (24/7); QA Supervisor (Etelecare/Stream/Convergys)  -