Harold Gutierrez

Harold Jay Gutierrez 247 Customer Inc. Philippines 14th Isquare bldg. Ortigas Avenue Pasig City Contact Number#:- E-mail: -,- QUALIFICATIONS: Operations Management: Cluster Management Metric Management: CSAT, VOC, FCR, AHT, Absenteeism, Attrition, etc. Hygiene / Sub metric Management: Productivity, Adherence, Outbound, Transfers, Dispatch Rate, etc. Support Group Management: Escalations Desk and Employee Engagement group WORK EXPERIENCE: Job Title:Operations Manager Program:247 Customer Philippines Inc. Date:June 2008 to Present Projects/Adhoc:Cluster Management; Metric Management, Metric Championship – FCR, AHT, Absenteeism, Attrition ; Support Group Management - Escalation Desk; Employee Engagement Duties and responsibilities: Execute functions of an Operations Manager – in ensuring day to day rigor and management protecting performance and financial levers of the entire program. Proficient at leading Continuous Improvement initiatives both client and operations driven. Daily/Weekly client interactions through operations function or metric ownership; providing analytics and action plans in support of goals and targets. Has end-to-end ownership of employee; program issues that require liaison with others and identifying root causes and resolution. Ensures processes and guidelines are implemented and executed properly though constant monitoring and auditing. Effectively lead team members who have diverse backgrounds and temperaments, while demonstrating genuine interest them, maintaining open lines of communication and being an advocate for them. Coach team members on their performance on a regular basis; ensuring goals and metrics are met and action plans are executed. Communicate positive as well as constructive feedback, seamlessly adapting diverse coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged through to resolution. Strengthen relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc. Through coaching, ensure Agent metrics are continuously improved, i.e., PTV, Schedule Adherence, Attendance. Consistently use and promote Company recognition programs, develop, implement and promote performance incentives. Serve as expert at analyzing trends and leading teams in the creation of action plans that determine a solution contributing on success of Metrics; Processes etc. Using expert communication skills, participate in recruiting efforts, lead/attend calibration sessions, participate in conference calls, etc. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. Job Title:Team Manager Program:247 Customer Philippines Inc. Date:January 2008 to June 2008 Projects/Adhoc:Coaching and feedback; Cluster POC on CSAT & AHT; Mentoring [Peer to Peer] Duties and Responsibilities Responsible for day to day rigor in supervising and supporting agents Daily rigor in driving team and agent level performance Coaching and monitoring on agent execution of individual; team and program level action plans Metric Management - ensures that team members are aware of their respective scorecards and goals Rally team members on behavior needs to be met and celebrate successes of individual members and team Real Time management of financial impacting levers such as attendance; schedule adherence; and productivity Real Time management of daily efficiencies such as AHT; OB etc. Ensure alignment and adherence to processes and guidelines Daily operational team management; addressing agent needs, concerns and support Create individual action plans addressing opportunities for improvement Create development plans for agents in line with career goals and advancement Demonstrate and model 247 Customer Inc. culture and values by leading through example both attitude and behavior. Job Title:Senior Team Leader Program:Bellsouth DSL Date:October 2006 to December 2007 Projects/Adhoc:Escalation desk management; Cluster Management Duties and responsibilities Focused on training and development assignments that prepare the individual to assume the duties and responsibilities of the Operations Manager for purposes of succession planning. Effectively lead team members who have diverse backgrounds and temperaments, while demonstrating genuine interest them, maintaining open lines of communication and being an advocate for them. Coach team members on their performance on a regular basis; ensuring goals and metrics are met and action plans are executed. Communicate positive as well as constructive feedback, seamlessly adapting diverse coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Demonstrate teamwork by supporting and mentoring Team Leaders and assisting Operations Managers. Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged through to resolution. Strengthen relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc. Through coaching, ensure Agent metrics are continuously improved, i.e., PTV, Schedule Adherence, Attendance. Consistently use and promote Company recognition programs, develop, implement and promote performance incentives. Serve as expert at analyzing trends and leading teams in the creation of action plans that determine a solution contributing on success of Metrics; Processes etc. Using expert communication skills, participate in recruiting efforts, lead/attend calibration sessions, participate in conference calls, etc. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. Job Title:Team Leader Program:Bellsouth DSL Date:September 2004 to September 2006 Duties and Responsibilities Responsible for day to day rigor in supervising and supporting agents Daily rigor in driving team and agent level performance Coaching and monitoring on agent execution of individual; team and program level action plans Metric Management - ensures that team members are aware of their respective scorecards and goals Rally team members on behavior needs to be met and celebrate successes of individual members and team Real Time management of financial impacting levers such as attendance; schedule adherence; and productivity Real Time management of daily efficiencies such as AHT; OB etc. Ensure alignment and adherence to processes and guidelines Daily operational team management; addressing agent needs, concerns and support Create individual action plans addressing opportunities for improvement Create development plans for agents in line with career goals and advancement Demonstrate and model Convergys culture and values by leading through example both attitude and behavior. Job Title:Technical Customer Care Representative Program:SBC Global DSL Date:February 2004 to September 2004 Duties and Responsibilities Perform daily function as an inbound support for customers Address customer concerns following prescribed guidelines, processes and call flow Achieve metric goals and scorecards to ensure performance and individual contribution to the program Daily interaction with direct supervisor for assistance and guidance with performance and individual development and career path Job Title:Product Support Representative Program:Link2support Inc. Date:October 2002 to January 2004 Duties and Responsibilities Provide technical support for installation and troubleshooting of Linksys product lines Provide technical support for wired and wireless Linksys products such as routers, hubs, LAN cards, etc. Address customer concerns following prescribed guidelines, processes and call flow Achieve metric goals and scorecards to ensure performance and individual contribution to the program Daily interaction with direct supervisor for assistance and guidance with performance and individual development and career path PERSONAL DATA Date of Birth April 27, 1979 Citizenship Filipino Civil Status Married Place of Birth Quezon City Philippines