Eunice Orozco

Eunice S. Orozco Mobile: - Email:-High performing, dedicated and results-oriented professional with over 10 years of experience in Change Management/ Business Analysis / Project Management / Training and Development / Quality Assurance / Process Review, Improvement and Documentation / Global HR with exceptional record of delivering cost effective, high performance solutions to meet challenging business demands. Extensive experience in quality assurance, customer experience, staff training, process documentation, process implementation, staff training, and enhancement. AREAS OF EXPERTISE • Change Management • Business Analysis • Project Management • Stakeholder Management • Quality Assurance • • Staff Training • Call Centre/ BPO Global HR ( Australia, New Zealand, APEA) • Process Documentation • Process Improvement SELECTED PROFESSIONAL ACCOMPLISHMENTS • • • • • • • • • Change Analyst with 2 years and 7 months of experience supporting training facilitation, training scheduling, creating training materials, communications and coordination among stakeholders, handling SharePoint sites for projects and PMO activities First and pioneer Quality Assurance Business Analyst for 3 years working with the project team to create and document processes, training and forms for the quality aspect of the Global HR Service Trained in handling global HR queries for countries such as Australia, New Zealand, and APEA countries. Trained in handling payroll, Employee Relations, Recruitment, benefits and policy related queries for AUS, NZ and APEA countries. Skilled at creating various business analysis related documentations: procedure guides, presentations, training materials process documentation etc. Business Analysis training in preparation for CBAP under Process Works Group as well as training for presentation and training facilitation. Training and quality assurance experience of a summary of 6 years for BPO/ Call Center industry handling telco and technical accounts providing new hire training Provided recruitment support for Berlitz testing for new hires during the ramp hiring Worked with US Technical Support Accounts, UK Telco Account, Australian Telco Account as well as an AUS NZ Financial Institution EMPLOYMENT HISTORY Change Analyst/ Business Analyst Australia and New Zealand Bank (ANZ), GTSO March 28, 2014- Oct 31, 2016 • Work on assigned special projects within the Risk Services Manila stream (RSM Process Documentations Projects) • Perform tasks assigned by the Project in Melbourne which varies from analysis, change management, documentations as well as stakeholder management Act as point person between Manila and Melbourne Teams for deliverables whenever lead BA (Manila) is on leave • • • Create Stakeholder Matrix, process documentations, Process Guides, FAQs and PPT presentations and several levels of process maps operating model stream Coordinated with stakeholders to identify and understand needs and perceptions to determine the appropriate strategies for training, design and delivery -1 ! – Orozco Eunice S. • Delivered facilitation support, work plan/calendar in line with strategic business priorities/ assisting in scheduling and developing training materials for involved businesses affected by project changes or improvements • Provided services in the design and development of training modules and coordination of any training scheduling requirements Provided SharePoint support in creating post training surveys and forms for tracking as well as storage of relevant references and documentation • • • Coordinated, cascaded and collated information crucial for all learning-related communications and reporting Ensured alignment and adherence of all comms and training with the bank’s governance policies, processes and standards, and with external regulatory requirements • • Escalated/ documented risks and issues for tracking and required actions Provided assistance in documentation activities and requirements including end to end processes and process maps • Assisted in Project Management Office activities such as weekly project updates, Change Request Meetings and Risk and issues assessment meetings and reports Quality Assurance Business Analyst Australia and New Zealand Bank (ANZ), GTSO Feb 7, 2011 –March 27, 2014 • • • • • • • Evaluated tenured advisers to ensure proper adherence to the process for calls and emails Provided coaching points and action plans for continuous improvement if necessary, to the team leaders and subject matter experts Provided real time and historical reports on stats, scores and trends and join weekly and monthly business reviews with the Leadership team Supported the Knowledge Management function in identifying possible gaps in the content provided, identified through live evaluations Facilitated calibration sessions with operations and with our counterparts from the Australian Contact Center Continuous learning in using PeopleSoft, The Edge, Service Desk and understanding of policies from countries such as, AUS, New Zealand and APEA countries Attended regular meetings with our counterparts from other countries to provide feedback and updates • Conducted investigations on missed and returned cases and non adherence to policies and processes concerning payroll, employee relations matters and other HR concerns from Australia, New Zealand, India and APEA Countries- part of my tasks before this was fully transitioned to TLs and SMEs • • Assisted in the accreditation of our new hires through email accreditation Conducted QA sessions for the new hires to provide them with insights on how they will be evaluated when they go live and when they undergo accreditation Owned the up skilling project before the implementation of changes from the Process and Improvement Team - schedule, plan, book, topics, topic review, cascades, documentation/ minutes and materials Developed the new QMF ( Quality Monitoring Form) with the assistance of the QAs from the Australian contact center and the Process and Improvement Team Mentored QA secondees and handled their shadowing activities • • • Customer Experience Adviser (Quality Assurance) 24/7 Customer Philippines, Makati City May 2010- January 2011 • Evaluated mid and bottom quartile performers, based on CSAT results, on their product knowledge which includes following policies and following proper procedures. • • Provided real time coaching and feedback to advisers based on their evaluations. Evaluated mid and bottom quartile performers on their communication skills and give them real time feedback and coaching as well. Facilitated leveling sessions during product and communication training classes to prepare and orient trainees on the policies and metrics that we follow on the floor. • -2 ! – Orozco Eunice S. • • • • • • Created modules, activities and facilitator guides to be used in leveling classes, coaching and up-skilling sessions. Provided support to operations by taking in calls when the service level requires it. Provided support to operations by floor-walking and serve as SMEs when the need arises. Interpreted real time data to come up with action plans that will help improve our teams. Facilitated calibration sessions when needed. Served as Trainer when the ramp requires it. Communication and Culture Coach 24/7 Customer Philippines, Makati City January 2009- April 2010 • Handled CCT Training classes (12 days) for new hires, focusing on UK culture, accent, pronunciation, call center basics and communication and listening skills. This included real time coaching and feedback, mock calls, computer based tests, and activities. • Attended the complete product training program for the account, going through CBTs, accreditations, and live calls. Completed T4 training which stands for Train the Total Trainer Attended QA sessions to become aware of QA processes. • • • • • • Completed CCT training Assisted in module revisions and proofreading. Completed training for a UK telecoms account, which included product information, accreditations, and taking live calls. Evaluated live agents and give them immediate or intensive coaching. Accent and Conversational English Coach/ Interim Trainer Teletech Customer Care Management Inc. June 2006- August 15, 2008 • • Allocated agents to my fellow coaches and ensuring that the staffing coverage is also met. Monitored the performance of my fellow coaches by conducting audits on their personal deliverables such as evaluations and coaching hours. • Helped design trackers to ease the monitoring of daily, weekly and monthly productivity of the agents and of the coaches. Discussed and intensively coached agents regarding their opportunities for improvement. • • • • • • • • Spearheaded calibration sessions for the Operations Manager, Team Leads and QA Specialists on a monthly basis. Participated in internal and external QA calibration sessions weekly. Participated in internal team meetings with Operations and discuss daily and weekly updates. Was responsible for sending an accurate and substantial program performance report on a bi-weekly and end of month basis for a full FTE of almost 1 thousand agents and their team leaders. Monitored the agent’s performance by extracting and filtering the results of their customer reviews Provided regular evaluations for tenured agents and coaching Handled new hire training classes which includes coaching and call simulations ADDITIONAL SKILLS Training: • • • • • • Certified Business Analysis Professional (CBAP) Preparation Program Processworks Group, sponsored by ANZ Manila, June 15 to 17, 2015 NICE and EyeQ Learning Session ( September 2007 ) ACE Learning Session ( November 2006 ) BOLT Leadership Training ( 2009) Train the Total Trainer ( 2009) -3 ! – Orozco Eunice S. • • • Other: • • • • • • • • Basic Excel Training ( 2010) Basic Tech Support Training ( 2010) HR Training on Processes and Policies ( ANZ Feb 2011 until Aug 2011) Proficient at multi-tasking and prioritization of tasks Goal-oriented and a good team player Proven ability to design and deliver training to a variety of individuals Ability to work independently and organize workload with minimal direct supervision Strong communication skills both written and verbal Excellent problem solving and root cause identification skills Strong analytical and decision making abilities Proven ability to communicate with and work with staff at every level of the organization EDUCATION • De La Salle University Dasmarinas – Bachelor of Science in Computer Science- • San Sebastian College Recoletos- AB Mass Communications Major in Public Relations- REFERENCES Available on request -4 ! – Orozco Eunice S.