Eisel Dennis Leyva

Eisel Dennis Leyva 111 Main Road Crystal Cave Crystal Cave, Baguio City Contact: - Email:-Alternate:- Personal Summary: Dedicated and technically skilled professional with a versatile skill set developed through experience. My priority is to become part of an organization which progresses dynamically and gives me a chance to update my knowledge and enhance my skills, with the intention to be an asset and to add value to the company. Skills and Competencies • Call Center Operations / Business Process Outsourcing • Office Administration • Staff Development & Training • Team Management • Presentation Skills • Staff Recruitment & Retention • Advanced computer skills in MS Office Suite and other applications/systems. Professional Experiences Customer Sales Associate II August 2015 – December 2016 Convergys Philippines Camp John Hay Baguio City Job Summary: • Responsible for handling and coordinating all day-to-day operations with Drivers and clients. • Updates customers about the advantages and benefits in dealing with the company for current and future opportunities. • Attends customer calls and responds to their quires through phone, and performs necessary resolution as per client requirement. TEAM LEADER/FACULTY MENTOR April 2014 – July 2015 • Abc360 Ltd Co Cooyeesan Plaza Hotel Baguio City Responsible for monitoring class and ensuring that appropriate materials should be taught to each and every student. • Conducted team meetings, 1:1 sessions with agents, review performance and provide coaching and feedback. Address process workflow initiatives, employee performance standards as well as any other employee issues. • As a front line supervisor directly enforcing policies and procedures • Ensure client metrics exceeds goals • Tracked and analysed performance metrics. Conducted employee appraisal on periodic basis. TRIAGE SPECIALIST August 2013 – December 2013 AT&T - TECHNICAL AND SALES SiTEL Philippines, Baguio City • Attends phone calls to repeat callers to ensure that total resolution will be provided to their needs. • Provided leadership and direction to an operations unit of technical support representatives who handle a repeat callers of inbound calls achieve total resolution to the customer and to the client needs • Delivers report to supervisors, managers and clients for data analysis QUALITY ASSURANCE SPECIALIST April 2013 – August 2013 AT&T - TECHNICAL AND SALES SiTEL Philippines, Baguio City Job Summary: • Provided leadership and direction to an operations unit of level 1 agents who handle a high volume of inbound calls • Responsible for managing the day-to-day quality and productivity of the teams, including achievement of all assigned service level metrics, sales and productivity metrics, training and staff objectives • Responsible for monitoring calls day to day to achieve client needs • Conducted team meetings, 1:1 sessions with agents, review performance and provide coaching and feedback. Address process workflow initiatives, employee performance standards as well as any other employee issues. TEACHINICAL SUPPORT REPRESENTATIVE 2010 – March 2013 AT&T - TECHNICAL AND SALES June SiTEL Philippines, Baguio City • As a front line phone support to help customers with their technical needs for their internet connections. • Offered customers to the highest levels of service • Assisted customers navigating the online website • Ensures resolutions for their internet service • Going the extra mile to help customers with network and internet needs PRODUCT SPECIALIST/ESCALATIONS January 2010 – May 2010 • • RCN, Voice/Video, High Speed Data, Billing and Sales Account SiTEL Philippines, Baguio City Responsible for taking supervisory calls if customer requested for the call to be escalated. Ensuring that agents are well trained about the products that the client can offer to their customer. • • Delivers daily report to the client about the trend that happen within the day for business analysis. Sends daily reports such as absenteeism, post mortem, service levels TEAM LEADER, OPERATIONS June 2009 – December 2009 RCN, Voice/Video and High Speed Data Technical and Sales Account SiTEL Philippines, Baguio City Job Summary: • Directly responsible for team performance and success of team members • As a front line supervisor directly enforcing policies and procedures • Ensure client KPI’s exceeds goals • Tracked and analysed performance metrics. Conducted employee appraisal on periodic basis. • Conducted team meetings, 1:1 sessions with agents, review performance and provide coaching and feedback. Address process workflow initiatives, employee performance standards as well as any other employee issues. • Responsible for managing the day-to-day quality and productivity of the team, including achievement of all assigned service level metrics, sales and productivity metrics, training and staff objectives. TEACHNICAL SERVICE REPRESENTATIVE December 2007 – October 2008 RCN, Voice/Video and High Speed SITEL Philippines, Baguio City Job Summary: • As a front line phone support to help customers with everything for their cable TV, internet and phone services. • Offered excellent assistance to their highest form of service • Provided detailed information about their monthly subscription and plans. • Assisted customers on troubleshooting their cable boxes, internet modems and VOIP phones • Going the extra mile to help customers with their monthly subscription. Training Project Management BLITZ (Basic Leadership in the zone) – 2009 Continuous Improvement Team – Sitel CITZ (Coaching in the zone) - 2009 Continuous Improvement Team – Sitel Coach Certification Continuous Improvement Team – Sitel College Background • Bachelor of Science in Business Management Saint Louis University -) • Bachelor of Science in Business Management University of the Cordilleras -) (Not completed) Personal Details Date of birth : May 22, 1985 Status : Married Nationality : Filipino Height : 173 Weight : 72kg Skilled Driver : Drivers License (Philippines) Character References Michael Oliver Dela Pena VP Operations – Sitel Philippines Baguio-- Alvin Almora Jr. Anfi Philippines-m - Mark Penullar OPERATIONS COORDINATOR – Dubai, UAE-- Krista Keith Almora Operations Supervisor Convergys --m