Eric John Hermosa

 Eric John A. Hermosa #25 Netherlands St Grand Monaco M: - La Potenza, Brgy. San Miguel Pasig City - Experienced Operations Executive / Call Center Operations Expert/ COPC Customer Experience Implementation Leader Over 13 years of leadership and management experience has created the passion to hone and develop staff members to become successful leaders and the drive to surpass customer and financial objectives through effective service delivery and efficient operating methods. Core professional competencies include … - Multi-Unit Operations Management - Multimillion-Dollar P&L Management - Project Planning and Development - Customer Relations and Satisfaction - Training and Curriculum Development - Quality Management - Employee Engagement & Staff Retention - Leadership Development & Team Building Work Experience Concentrix Delivery Project Executive (Feb 2011 – Jul 2015) Sr. Delivery Project Executive (Jul 2015 – Aug 2017) Lead multiple accounts with over 1000 FTEs servicing Travel and Telecommunications vertical in the EMEA and North America regions via voice, chat and email channels. Oversees delivery, hiring, training, quality management, and workforce capacity planning, scheduling, real time management. Held full P&L responsibility for all accounts. Key Achievements: Won International Reservations Line of Business in 2012 for airline account Grew airline account from 350 FTEs in 2011 to over 900 FTEs in 2016. Given the “Be the Brand” recognition in 2015 by the airline client for Best in class facility and CSAT performance. Earned close to 1 million dollars in additional revenue from performance incentives from 2015 to 2016 for airline account. Won the company a BOTL (Best Outsourcing Thought Leadership) award for Process Innovation in 2015. Successfully launched travel website account in 2015. Won the company 2 Gold Stevies (APAC and North America) for Customer Service Management in 2016 Turned around a 2 year old Digital Cable and Telecommunication account that was in a critical situation due to performance Recognized by Digital Cable and Telecommunication client in the Q2 2017 VOC survey for Account Management and Innovation leading to account improvement and turn around. SITEL Sr. Operations Manager (Jul 2008 to Feb 2011) Lead multiple accounts with over 400 FTEs servicing Financial, Publishing and Online Retail accounts in the North America and EMEA regions via voice and email channels. Held P&L responsibility for all accounts. Key Achievements: Tasked to handle struggling accounts. Successfully launched and managed online retail BCP site in Baguio. First Manager in the company to lead a program in two locations. Maintained Gross Margins of 50% or better for all LOBs under the financial account. Site Learning Manager (Feb 2006 – Jul 2008) Oversee all employee training (new hire, product and process up training, leadership development) for the site employing over 1200 agents, support and leadership staff. Coordinate with partner clients in training and trainer certification activities, and implementation of client specific training programs. Conducts training needs analysis and develops training needed to address gaps to aid the delivery team meet and exceed SLA targets. Ensure all transactional quality and compliance requirements are met. Site coordinator for Internal and External compliance audits. Site Custodian for implementation and compliance to all leadership track training programs. Key Achievements: Lead the biggest ramp in the site for the financial client with a go live of 200 FTE in 2006. Created and implemented OJT process that was replicated in other sites. Lead the ramp for the expansion of the financial account in the Baguio facility with a go live of 100 FTE in 2007. Designed and Implemented a new quality evaluation form that improved balance transfers for the financial account Training Supervisor (Sep 2004 – Feb 2006) Lead training for startup outbound insurance telesales account. Supervised junior trainers and nesting coaches during OJT. Key Achievements: Designed all sales training modules and nesting procedures for the account. Part of the team that grew outbound program from 10 FTE to 200 FTE Ambergris Solutions Training Officer (Jun 2003 to July 2004) New hire foundation, product specific and sales trainer for US Computer Retail Company. Education/Development Centro Escolar University, Mendiola Manila BA Mass Communication Major in Broadcast Certified COPC Customer Experience Implementation Leader Version 6.0