Mary Grace Landicho
#15, Lot B., Zamora St., Parang, Marikina City, 1809; Tel no-, Email:-_____________________________________________________________________________________________________
Career Objective: Aiming to be part of a company that advocate employees to grow and thrive. To continue my career with an organization that will trust and utilize my leadership and management skills to obtain optimum investment returns.
Highlights: People Management, Leadership and Inter-personal communication, Relationship building, Process Improvement
Employment History: Convergys/Telstra | January 2015 up to May 2016 (1 year and 5 mos)
Job Title: Operations Supervisor (B1)
Leadership duties and Resolution Management
Problem Solving, on duty supervisor, first point of contact of 15 Technicians/Care Representatives
Acquire and provide visibility of daily/monthly data to assist with performance management
Regular coaching sessions (SMART or AICR) approach, accurately documents and provides timely feedback
Conducts daily team meetings and Identify and provide training requirements
Complete annual reviews and progression planning
Promote staff morale, encourage professionalism
Attends WBR and/or MBR on CE, Resolution, Productivity, Transfer rate, AHT
Attend and facilitate quality audits, Customer complaints and escalations, CE deep dive
Human Resource Management and General Administrative Task
Completes staff performance appraisals. Participate in Rewards and Recognition and Employee engagement.
Staff scheduling and ensure adequate staffing levels and Payroll verification
Maintain current employee availability and maintain accurate and current employee files
Performance action and improvement planning
Document all staff complaints and assist in resolution
Employment History: Dell International Services | Sept 2006 –October 30, 2014 (8 years and 1 month)
Job Title: Team Lead/Supervisor (B2)
Leadership duties and Resolution Management
Handles team of 18-21 reps, drive to deliver KPIs: CE, Resolution, Quality, Case Ageing, Attendance
Prepare productive SMART coaching and feedback in achieving KPIs
Addressing identified issues and monitors team and agents performance. Help the team identify what are meeting/exceeding goals and action planning on none meeting metrics.
Guide and assist agents in their career path, delegate tasks.
Strong understanding of current processes and procedures and identify opportunities
Attend inter LOB meetings. Gathering issues and create process and resolution
Scrubbing dissatisfied customer experience surveys and the voice of the customer.
Work closely with Process Leaders for Small and Med Business and Global Commercial Channel
Human Resource Management and General Administrative Task
Completes staff performance and self-assessment
Participate in Rewards and Recognition and Employee engagement.
Payroll verification and maintain current employee profile
Employment History: Teletech Customer Management Inc., | Sept 2003 – July 2006 (3 years)
Job Title: Customer Care Specialist/ Port Resolution Specialist
Principal responsibility and accountability
Assist the customers in understanding the product that Sprint offers. Help billing issues. Also, help customers verifying/correcting addresses of customers in U.S.
Pitch sales to promote new offers of Sprint. Help the customers in transferring their phone nos. to Sprint’s network. Also, calling other phone networks to help Sprint’s customers to transfer their numbers to Sprint. (WLNP process)
Collaborates with the Team Leader and Assistant Team Leader in strategizing on how to exceed goals for Quality scores. Do floor-walking and assists Care Reps any product questions and inquiry.
Help in monitoring AHT and ACW and tracks number of calls taken by the reps on a daily basis.
Employment History: ePacfic Global Contact Center | January 2003 – June 2003 (6 months)
Job Title: Sales Specialist/Verifier
Principal responsibility and accountability:
Call customers and promote products. Sell toners and ink cartridges to home-users and small and medium businesses
Verify Sales and verify the correct mailing address. Give time-frame for delivery. Discuss the terms and agreement w/the customers.
Employment History: Metro Gas Sales Inc. | June 2002- December 2002 (6 months)
Job Title: Customer Care Rep/ Sales Executive
Principal responsibility and accountability:
Get LPG orders through phone and walk-ins. Assist consumers and business to generate sales target.
Accepts complaints and feedbacks about the services and product quality. Follow-up with customers if orders are delivered in a timely manner.
Check and balance everyday income for store branch. Check stock cylinders and audit quality to ensure safety precautions.
Employment History: ABS-CBN Corporation, ABS-CBN Interactive | June2000 –Dec 2001 (1 ½ years)
Job Title: Researcher-encoder and part-time News Writer
Principal responsibility and accountability:
Research and encode local and international news from accredited news agencies such as Associated Press, CNN, BBC, News Wires and among others to be uploaded in ABS-CBNNews.com.
Transcribe and proofread news to be a reference material in the News and Current Affairs Department.
Monitors and listens to news update, get details and create a lead story to upload in ABS-CBN News web page.
Conducts phone interview from prominent people essential to the story as a first-hand information
Help facilitate activities of ABS-CBN interactive such as online chatting with ABS-CBN talents and artists for the promotion of the website.
Education:
College: AB Mass Communication, Major in Broadcasting, Centro Escolar University, Manila (2000)
Secondary: Our Lady of Perpetual Succor College, Marikina City (1996)
Character Reference:
Available Upon Request
