Evelyn Quinal

EVELYN QUINAL ASSISTANT CALL CENTER MANAGER-- OBJECTIVE EXPERIENCE Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. ASSISTANT CALLCENTER MANAGER • TELEPERFORMANCE • MAY 2021 TO PRESENT • • • • • SKILLS Microsoft Office & Google Drive Apps Remote Teamwork Skills Technical Skills Project Management Skills Computer Skills Sales Promotion Recruitment and Hiring Verbal and Written Communication Business Leadership Team Leadership Marketing Skills Working cross functionally with other department leaders to ensure that the objectives of the business and client are being met and outcomes are being delivered Meeting with team leaders making sure objectives is being communicated, understood and targets are being met Monitoring and driving the performance by creating an action plan and providing the updates of the outcome Conducting daily meetings with the Team managers, inspecting and redirecting their day-to-day plans for the developmental of the supervisors Inspection of LA deliverables are being discussed and redirecting supervisors for their developmental and performance OPERATIONS SUPERVISOR • TELEPERFORMANCE • OCT 2012 TO MAY 2021 • • • • Leads a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved Analyzes agent’s performance and develops action plan to bridge gaps Conducts regular performance management to improve challenged members of the team Coaches, develops and motivates agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development EDUCATION BACHELOR OF SCIENCE IN ACCOUNTANCY UNIVERSITY OF THE EAST RECTO, MANILA MANILA HIGH SCHOOL INTRAMUROS MANILA