Felino Oliver Apor

 I. PERSONAL DATA Age: 28 Date of Birth: May 01, 1989 Gender: Male Civil Status: Married Height: 167.68 cm Weight: 95.45 kgs Nationality: Filipino Religion: Roman Catholic II. SUMMARY OF WORK EXPERIENCE: 1. Position: Operations Manager Duration: Aug 2016 – June 2017 Company: Azpired Inc Location: Cagayan de Oro City Job Description: Create a work environment to drive employee engagement and manage the operational and tactical requirements of the client on a daily basis. Provide leadership and guidance to Account Managers to ensure consistent administration of company policies and standards. Act as an escalation point for employee relations where the Team/Account Manager assesses the need for additional support. Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action. Implement all disciplinary actions in accordance with company policy and ensure consistency. Prepare and deliver annual performance appraisals of direct reports on a regular basis. Manage the appraisal process within the team ensuring reviews are processed on time. Conduct regular team meetings to review team performance, and define and implement any corrective actions needed to meet operational performance. Also, ensure expedient communication of relevant information and offer an open forum for input from the team. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. Complete bi-weekly payroll for direct reports. Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, Ops Planning etc.- and partner to define action plans that resolve performance issues and continuously improve performance. Implement site and/or line of business best practices and minimize need for client intervention. Drive consistent performance that is repeatable and reliable Evaluate staffing needs, with input from COO, CEO, BD and Client, and make adjustments to meet changing requirements. Customer Support through eBay, Amazon and Walmart portal handling Returns, Resolution Center, A-Z and chargeback claims and answering concerns via Buyers Messages. 2. Position: Operations Manager Trainee Duration: November 2014 – Aug 2016 Company: Convergys Phils (Stream Global Services) Location: Cebu City Job Description: Create a work environment to drive employee engagement and manage the operational and tactical requirements of the client on a daily basis. Provide leadership and guidance to Team Managers to ensure consistent administration of company policies and standards. Act as an escalation point for employee relations where the Team Manager assesses the need for additional support. Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action. Implement all disciplinary actions in accordance with company policy and ensure consistency. Prepare and deliver annual performance appraisals of direct reports on a regular basis. Manage the appraisal process within the team ensuring reviews are processed on time. Conduct regular team meetings to review team performance, and define and implement any corrective actions needed to meet operational performance. Also, ensure expedient communication of relevant information and offer an open forum for input from the team. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. Complete bi-weekly payroll for direct reports. Participate in cross functional meetings to review information received from operational support functions - Training, HR Quality, Ops Planning etc.- and partner to define action plans that resolve performance issues and continuously improve performance. Implement site and/or lie of business best practices and minimize need for client intervention. Drive consistent performance that is repeatable and reliable Evaluate staffing needs, with input from SOM, BD and Client, and make adjustments to meet changing requirements. 3. Position: Team Manager, Operations Duration: July 2012 – Nov 2014 Company: Convergys Phils (Stream Global Services) Location: Cebu City Job Description: Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission. Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency. Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes. Under the direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. (stated above already) Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions. Administer and manage payroll in accordance with company policy and procedures. Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly. Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals. Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals. Schedule and coordinate team activities. Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans. 4. Position: Agent Support Group / Subject Matter Expert Duration: February 2012 – July 2012 Company: Convergys Phils (Stream Global Services) Location: Cebu City Job Description: Provide a high level of technical support via telephone and/or other electronic mediums for a major product category Provide guidance to Support Professional in problem solving and using resources. Coach and train support professionals in technical skills, customer service, and applicable processes. Assist with support professional technical development by evaluating the performance and providing appropriate feedback. Employ a high level of interpersonal and communication skills to defuse customer and support professional frustration and move toward a solution. Provide resolutions to complex problems as necessary. Evaluate the support professional’s and/or customer’s technical knowledge and adjust problem solving communications accordingly. Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures. Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction. Log all incoming calls and accurately create case notes in a call tracking database. Provide leadership for the support professionals by informing them of opportunities for growth and setting goals. Act as an escalation point in the absence of a team manager. Search and retrieve data from various databases. Participate in training activities to maintain technical currency, and to broaden product knowledge. Extend contact to promote and sell products or services as required by assigned queue. Perform other duties as assigned 5. Position: Technical Support Professional III Duration: October 2010 – February 2011 Company: Convergys Phils (Stream Global Services) Location: Cebu City Job Description: Provide technical support via telephone and/or other electronic mediums for a major product category. Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary. Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly. Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures. Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction. Log all incoming calls and accurately create case notes in a call tracking database. Search and retrieve data from various databases. Participate in training activities to maintain technical currency, and to broaden product knowledge. Extend contact to promote and sell products or services as required by assigned queue. Perform other duties as assigned. 6. Position: Senior Customer Service Associate Duration: July 2008 – Oct 2010 Company: Convergys Phils Legacy Location: Cebu City Job Description: Apply comprehensive knowledge of systems, procedures, customers, products and processes to perform a broad range of varied and demanding assignments within customer service area. Work is performed with minimal supervision and requires a high degree of originality, evaluation and judgment. Provide responsive and competent customer support within a call center environment. Ensure that all customer issues are resolved at the first instance. Handles situations which may require adaptation of responses or extensive research according to customer response Continuously work for exceptional customer experience, resulting in high customer satisfaction scores. Deliver and exceed customer-specified service levels for handle time. Learn, understand, retain and regularly update and demonstrate product/process knowledge. Track, document and retrieve information in call tracking database. 7. Position: Product Support Representative Duration: Aprl 2007 – June 2008 Company: Concentrix Location: Cagayan de Oro City Job Description: Provide continuous technical support via telephone and other electronic mediums for a limited product category. Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem. Identify the level of technical knowledge of the customer and adjust technical communications to solve customer’s problem. Deliver technical assistance relying on instruction and pre-established guidelines. Achieve and maintain to a performance standard. Including but not limited to; average handle time, call quality, and customer satisfaction. Log all incoming calls and accurately complete case notes in the call tracking database. Search and retrieve data from various databases. Participate in training activities to maintain technical currency, and to broaden product knowledge. Extend contact to promote and sell products or services as required by assigned queue 8. Position: Product Support Representative - OJT Duration: November 2006 – March 2007 Company: Concentrix Location: Cagayan de Oro City, Phil Job Description: Provide continuous technical support via telephone and other electronic mediums for a limited product category. Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem. Identify the level of technical knowledge of the customer and adjust technical communications to solve customer’s problem. Deliver technical assistance relying on instruction and pre-established guidelines. Achieve and maintain to a performance standard. Including but not limited to; average handle time, call quality, and customer satisfaction. Log all incoming calls and accurately complete case notes in the call tracking database. Search and retrieve data from various databases. Participate in training activities to maintain technical currency, and to broaden product knowledge. Extend contact to promote and sell products or services as required by assigned queue III. SOFTWARE and HARDWARE FAMILIARITY: Database and Word Processing: Proficient in various MS software applications including MS Excel, MS Word and MS PowerPoint. Basic PC hardware and software troubleshooting Small Office Home Office Internet Setup IV. ADDITIONAL ACQUIRED SKILLS: Demonstrates ability to communicate effectively utilizing presentation, facilitation, verbal, and written skills. Demonstrates ability to manage and lead a team. Demonstrates strong project management skills (time, people, projects). Possesses strong analytical thinking as well as problem solving skills Possesses strong customer service and technical orientation. Demonstrates ability to meet deadlines even in a demanding and changing environment. Sales and online commerce through eBay, Amazon and Walmart portal handling Returns, Resolution Center, A-Z and chargeback claims and answering concerns via Buyers Messages. V. EDUCATIONAL ATTAINMENT: COLLEGECebu Institute of Technology2015 - 2016 N Bacalso Ave, Cebu City COURSEBS Business Administration major in Operations Management COLLEGEChrist the King College2005 - 2007 Natl Highway, Gingoog City COURSEDiploma in Computer and Electronics Technology AWARDSMother Ignacia Espiritu Santo Leadership Award Best in Field Practice Gold Medal for Academic excellence – 1st Honor SECONDARYChrist the King College2001 – 2005 Natl Highway, Gingoog City AWARDSJCI Leadership Award ORATOR of the YEAR award PRIMARYDon RestitutoBaol Central School1995 - 2001 Natl Highway, Gingoog City VI. REFERENCE: Available upon Request