Gerald Allan Montehermoso

Gerald Allan Montehermoso Objective To be able to nurture my skills and explore what the industry has to offer, thus, being able to contribute to the success and growth of the company. Summary of Qualifications Almost 10 years of BPO experience with proven and progressive customer service and sales experience. Proven leadership, organizational, problem-solving, project management, and customer service skills. Almost 3 years in a managerial operational business for both sales and customer service environment. Experience in handling hybrid accounts which involves billing, technical, sales, cyber risk and retention. Extensive experience with monitoring and managing the quality and sales performance of the site. Formulating action plans to deliver results to satisfy clients and investors. Developing Team Leaders and Supervisors in coaching and developing agents through process improvement and operational rhythm. Professional Experience SYKES Philippines February 2020 to Present Operations Manager- Verizon Business VXI Philippines February 2012 to February 2020 Operations Manager – AT&T ISM Service To supervise an Operations in AT&T ISM Service that includes performance, productivity, attendance, attrition, staffing, coaching and quality. To implement policies and to identify opportunity areas to ensure efficiency. To be responsible for supervising a team of professionals and drive improvements in call skills and customer experience thorough regular interaction in order to achieve individual and group targets. To maintain partnerships across the organization and clients. Operational performance. Provides periodic performance data to the Associate Director by analyzing daily, weekly, and monthly performance trends; Inspects data accuracy on team reporting (i.e. WBR, MGS, WGS and Mitigation Plan); Process improvement. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery People development. Provides sub-functional leadership to a team of professionals, including recommendations for hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns. Career Highlights and Accomplishments: 2019 OM of The Year Top Operations Manager for Quarter 2 of 2019. Top Operations Manager for Quarter 3 of 2019. Top Operations Manager for Quarter 4 of 2019. Top Operations Manager for Quarter 4 of 2018. Leading cluster in Sales and Service for 2019. Produced 8 Quality Team Leaders (from Agent Level) Produced 1 Operations Manager (from Agent Level) Created a plan on how to effectively measure customer experience through quality evaluations and was implemented resulting to improvement on the results of the quarterly surveys. Initiated activities that dealt with quality-related problem areas and at the same time promote fun in the workplace resulting to employee motivation and better customer experience. Helped in identifying gaps between training and operations and recommended courses of action to ensure calibration. Headed and facilitated regular call listening sessions and calibrations attended by trainers, managers, and team leaders. Created a 30-60-90 plan module to ensure smooth transition from Nesting to Production. Certifications and Trainings attended: Handling Difficult Conversations Workshop AT&T Leadership Academy Rising Star Program J.D. Power Workshop Annual VXI Leadership Summit 7 Habits of Highly Effective People – Franklin Covey Basic Occupational Safety and Health Certification – Philippine Department of Labor and Employment Code of Ethics and Business Conduct Security and Compliance Workshop Occupational Safety and Health ALORICA (formerly NCO RHM Teleservices) June 2011 to February 2012 Customer Service Representative – T-Mobile Gencare Responsible for assisting customer with inquiries about telecommunications, basic trouble shooting and requests. Engaged in consultative up-selling to provide customers with a complete solution and plan upgrade. Career Highlights and Accomplishments: 2nd Crown Seller – September 2011 Educational Background College University of the East Bachelor of Science in Electronics Engineering Bachelor of Arts Major in English Secondary Sta. Cruz National High School Primary Pagatpat Elementary School 2005 to 2011 2001 to 2005 1996 to 2001