Hazel Montilla-Banda

Hazel F. Montilla-Banda Skills Operations Management Performance Management Project Management Training and Development Reports generation and data analysis Dashboard Creation and Implementation Risk Management Business Process Improvement Data Forecasting and Projections Microsoft Office (excel, ppt, word) Creating marketing materials for online ads Blog research and writing Maintaining social media accounts Search Engine Optimization and Key Word Research Experience October 2016 – August 2019 Concentrix, Spark Place Cubao – Deputy Manager Managed approximately 40 employees (2 team leaders and 38 agents) for voice and chat Assisted with development and implementation of quality controls, productivity standards and compliance guidelines Developed production tracking and quality systems and other operational reports Monitored and adjusted production processes or equipment for quality and productivity Supported financial analysis and support in securing and executing external financing for projects Held weekly reviews of Team Leaders, WBR, MBR and QBR with the clients, emergency meetings for outages and such Responsible for final interviews of applicants for the account Spearheaded improvement on team’s performance, specifically on Resolution Rate for Chat Head of account’s engagement team (Rewards and Recognition) Accountable for reports and final approval of rewards and recognition January 2015 - October 2016 Concentrix, Spark Place Cubao – Team Leader and interim Trainer Responsible for the performance and productivity of 10-15 agents Monitoring and coaching of agents  Piloted non-voice LOB for the account  December 2012 - December 2014 VXI, Waltermart Munoz – Team Leader Responsible for the performance and productivity of 15-20 agents Monitoring and coaching of agents  Handled a special team (bottom performing agents) – responsibilities were decrease attrition due to performance management and improve agents’ knowledge and skills through SMART goals and planning intended to everyone September 2011 - November 2012 VXI, Waltermart Munoz – Technical Support Tier 2 March 2011 - September 2011 VXI, Waltermart Munoz – Technical Support Tier 1 August 2007 - March 2010 NCO, Clark – Technical Lead June 2007 - August 2007 NCO RMH, ELJ Bldg. ABS-CBN – Technical Support September 2006 - June 2007 NCO RMH, ELJ Bldg. ABS-CBN – Customer Service Representative Education June 2005 - March 2006 Northern Mindanao State Institute of Science and Technology, Butuan City – BS Computer Science June 2002 - March 2004 Rizal Technological University, Mandaluyong – BS Business Management major in Marketing Rizal Technological University, Mandaluyong – BS Instrumentation and Control Engineering Certificates Behavior Based Structured Interviewing Certificate Lean Six Sigma Certified Coaching Skills for Leaders and Managers Operational Excellence Foundations Learning Data Science: Understanding the Basics Data Science & Analytics Career Paths & Certification: First Steps The VA Hub Marketing Training