Franz Oracion

Contact- (Mobile)- www.linkedin.com/in/franzoracion-a (LinkedIn) Top Skills Call Centers Training Management Franz Oracion Customer Experience Professional Metro Manila Summary Experienced Service Desk Manager with a demonstrated history of working in the BPO and payments technology industry. Skilled in Coaching, Technology, Basic to Intermediate Accounting, Strategic Planning, Operational Management and Contact Centers. Languages Filipino English Experience Jungle Scout Customer Support Representative July 2020 - Present (1 year 4 months) Assembly Payments 5 years Service Desk Manager April 2017 - Present (4 years 7 months) Oversee 100% of the questions, tasks, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all issues submitted by the team leaders. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery for platform knowledge. Train, coach and mentor Service Desk Team Leaders including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Review the Service Desk Specialists leave and overtime requests and create a roster for the entire year. He is also responsible in checking the Page 1 of 4 team's productivity tracker and making sure it is being filled out on a daily basis. Provide data and reporting of KPI’s and trends to the Head of Operations and others in ad-hoc, weekly, monthly and as needed. Develop a robust strategic plan to ensure that the internal and external KPIs are being met. Long-term strategic thinking/planning Liaise with business leaders to identify opportunities for business improvement. Identify and present to business leaders opportunities for personal and professional growth. Meet or exceed previously agreed Department Key Performance Indicators (KPIs). Manage customer relationships as it depends on daily operational needs. Manage the office petty cash fund and ensure that the transactions are being recorded in the ledger. Responsible in making sure that the receipts are correct and that the it is properly remitted to ZigZag for cash replenishment. Operations Team Lead November 2016 - April 2017 (6 months) Capital One Senior Operations Representative January 2020 - July 2020 (7 months) Alab PromisePay Operations Specialist January 2016 - November 2016 (11 months) TeleTech 5 years 3 months Interim Operations Supervisor November 2012 - January 2016 (3 years 3 months) Novaliches, Quezon City Philippines Page 2 of 4 Supervises the daily activities of a group of associates by providing mentoring, coaching and guidance while also making recommendations on areas which need improvement. Other responsibilities include: working with associates to address employee relations issues, coordinating all associate activity related to training, development and coaching sessions. In this position, it will be your responsibility to engage and develop each member of your team so that they can achieve their full potential. You'll also be directly accountable for associate attrition and employee satisfaction. Plus, you'll be responsible for monitoring absence and attendance for your team. We manage the operational protocol by keeping management apprised to real-time situations and be responsible for frequently taking escalated or complex calls from customers as well as to adhere to all company policies and procedures. We are also responsible partnering with the Quality department to ensure the achievement of company and client quality goals, training agents on new or revised information relating to the services, products, or processes of the project. Technical Support Representative November 2010 - January 2016 (5 years 3 months) Used to provide the most accurate and efficient resolution for the most complex issues that our customers may have. As a TSR, we are bound to be proactive in providing assistance to our customers for an american retail account for the goal of providing world class customer service. Our clients expect us to be knowledgeable in products and service that we provide. SPi Global Advanced Customer Service Representative June 2010 - November 2010 (6 months) Used to provide customer service/technical support for our customers. We provide world class customer service for a Satellite TV provider in the US. Tollways Management Corporation On-The-Job Trainee December 2009 - February 2010 (3 months) Education Pamantasan ng Lungsod ng Valenzuela Page 3 of 4 Bachelor of Business Administration (B.B.A.), Business Administration and Management, General · (2006 - 2010) TeleDevelopment Services Inc. Agent Foundation Training Program, Call Center and BPO Support Services · (2010 - 2010) Caybiga High School High School/Secondary Diplomas and Certificates · (2002 - 2006) Page 4 of 4