Gerard Vincent Picato

 Gerard Vincent B. Picato 6013 Gen. Ricarte St., South Cembo, Makati City E-mail address:-Mobile Number: (+63) - Career Objective To work in a growth-oriented organization that will enable me to cultivate and pursue my potential and capacities in the field of Information Technology and Business Process Outsourcing Industry. Work Experience Assistant Manager Utilities – Australian Inbound/Outbound Back Office Campaign Mortgage - US Inbound Campaign Tata Consultancy Services 16th Flr Bench Tower, 30th Street cor Rizal Drive Bonifacio Global City, Taguig City, Philippines April 7, 2014 - Present Actively enforces the operation's goals, policies and procedures. Implements standards in the company's training and development. Provides leadership while coaching CSR's to continuously improve the customer service skills Works in conjunction with administration. Effectively Conducts Call Monitoring Sessions Conducts Team Process and Improvements Preparing and administering One-on-One's/Performance Reviews/Appraisals. Communicates Teams Best Practices Responsible for the development of support staff Oversees staff schedules to maximize responsiveness to inbound callers, while ensuring required call activities are maintained the most cost effective manner possible. Works on other projects as requested. Assistant Manager Insurance Claims Management - US Inbound Campaign US Outbound Campaign US Outbound Sales Campaign Fusion BPO Services 6/F The Orient Square F. Ortigas Jr. Rd (formerly Emerald Ave.) Ortigas Center, Pasig City, Philippines April 1, 2012 - March 30, 2014 Ensures that operations are being managed to meet performance metrics in accordance to the standards across the board Coordinates with department heads and Team leaders to ensure proper implementation of both client and in house policy Attends weekly operations review and present action plans to issues that need to be addressed. Attends to client issues and complaints Plans for upcoming organizational needs and implement strategies in a proactive manner Initiates and supports all employee satisfaction and workplace programs. Monitors team leader's performance and updating their records on a regular basis for continuous mentoring and feedback sessions. Accountable for the performance of direct reports by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making Performs other duties and responsibilities as may be required by the Country Manager and/or Board of Directors Team Leader TRG Philippines US Telco Inbound Sales Campaign 6/F Hanston Bldg Emerald Avenue, Ortigas Center Pasig City Philippines August 26 2011 - December 23, 2011 Provides leadership while coaching CSR's to improve customer service skills Set goals for the team and communicate goals and other information Conducts Team Process and Improvements Preparing and administering One-on-One's/Performance Reviews/Appraisals. Communicates Teams Best Practices Responsible for the development of support staff Team Leader Australian Telco Inbound Campaign Sitel Philippines 25/F CyberOne Bldg. #11 Eastwood Ave. Eastwood City Cyberpark, E. Rodriguez Jr. Ave, Quezon city 1100 September 13 2010 - June 18,2011 Australian Telco Account Actively enforces the operation's goals, policies and procedures. Implements standards in the company's training and development. Provides leadership while coaching CSR's to improve customer service skills Works in conjunction with administration. Effectively Conducts Call Monitoring Sessions Conducts Team Process and Improvements Preparing and administering One-on-One's/Performance Reviews/Appraisals. Communicates Teams Best Practices Responsible for the development of support staff Oversees staff schedules to maximize responsiveness to inbound callers, while ensuring required call activities are maintained the most cost effective manner possible. Works on other projects as requested. Team Leader US Telco Inbound Sales Campaign Teletech Customer Care Management Phils. Inc Dumaguete Business Park, Dumaguete City, Oriental Negros, Philippines January 15, 2007 - June 30, 2010 US Telco Account Provides leadership while coaching CSR's to improve customer service skills. Effectively Conducts Call Monitoring Sessions Conducts Team Process and Improvements Preparing and administering One-on-One's/Performance Reviews/Appraisals. Communicates Teams Best Practices Responsible for the development of support staff Oversees staff schedules to maximize responsiveness to inbound callers, while ensuring required call activities are maintained the most cost effective manner possible. Works on other projects as requested Senior Customer Service Representative US Telco Campaign Teletech Customer Care Management Phils. Inc Bldg. F SM Corporate Offices, 1000 Bay Boulevard SM Central Business Park bay City, Pasay City, Metro Manila, Philippines July 12, 2004 - January 15, 2007 US Telco Account Assisting the Team Leader in providing quality service to CSR's. Preparing and administering One-on-One's/Performance Reviews/Appraisals under Team Leader direction. Provides ongoing peer coaching. Primary point of escalation for CSR's on product queries and escalations Serves leadership role in absence of Team Leader. Effectively Conducts Call Monitoring Sessions Conducts Team Process and Improvements Communicates Teams Best Practices Customer Service Representative US Telco Inbound Campaign Teletech Customer Care Management Phils. Inc Bldg. F SM Corporate Offices, 1000 Bay Boulevard SM Central Business Park bay City, Pasay City, Metro Manila, Philippines September 29, 2003 - July 12, 2004 Provides concise, quality customer service in a professional, timely and courteous manner for the client's customers. Responsible for answering incoming calls promptly and in accordance with established call-handling procedures. . Trainings Attended: Lean Six Sigma – Green Belt Certified Call First Resolution Improvement Tata Consultancy Services 9th Flr Bench Tower, 30th Street cor Rizal Drive Bonifacio Global City, Taguig City Philippines October 13, 2016 Conflict Management Training Fusion BPO Services 6/F The Orient Square F. Ortigas Jr. Rd (formerly Emerald Ave.) Ortigas Center, Pasig City Emerald Avenue, Ortigas Center July 4 and 6 2012 6 Sigma White and Yellow Belt Oriented First Call Resolution Teletech Customer Care Management Phils. Inc Dumaguete Business Park, Dumaguete City, Oriental Negros, Philippines September 2009 - June 2010 Educational Background College: BS Computer Science Central Colleges of the Philippines 54 Aurora Blvd., Quezon City, Philippines- Vocational: 2 year Electrical Technology De La Salle University-Dasmariñas Dasmariñas, Cavite, Philippines- High School: Las Piñas College Pilar Village, Almanza I, Las Piñas City, Philippines - Elementary: Benedictine Abbey School Alabang Hills Village, Muntinlupa City, Philippines- Personal Background: Born on March 26, 1979 in Makati Metro Manila, Philippines. Proficient in oral and written English and Tagalog. Interest includes socializing, sports and relating to people. Skills include researching, facilitating and coordinating, quality-oriented, goal-oriented, adaptable and driven.