Howell Oruga

 Howell Oruga Team Manager (- |--| Calamba City, Laguna Experience 11 Year Call center Experience | 5 years Team Leader Previous Team Manager KGB/Conduit Global Phil. Education Information Technology (2002) Laguna College of Business and Art Colegio De San Juan De Letran Bachelor's, Mechanical Engineering (1997) Nationality Philippines Experience July 2015 – July 19, 2017 Verizon Wireless Prepaid | Team Manager KGB/Conduit Global Philippines BTS Facility SRE 2A Comm'l Sta. Rosa-Tagaytay Nat'l Rd, Bgy. Don Jose, Sta. Rosa City Laguna, Philippines Tel:- Handled 12 representatives for Verizon wireless account with focus on their Customer experience survey target of at least 90% and up. Monitor and provide real time coaching, feedback and self assesment based on customer interaction. Mentors potential representatives who are aspiring to be the next leader with in the account. Handled Boot camp where as 10 – 13 mid performing representatives for Verizon wireless account with focus on their Customer experience survey target of at least 90% and up. As Monitors and provide real time coaching, feedback and self assesment based on customer interaction. Mentors potential representatives who are aspiring to be the next leader with in the account. Collaborate with Training team to assist on 120 day representatives on how to achieve their full potential and move to the next level. Atttends weekly staff meeting and share best practices related to Customer experience and other key metrices such as FCR (First call resolution), AHT (Average Handle Time), and Productivity. DIRECT TV Customer service | Team Manager January 2015 – July 2015 IBEX GLOBAL Philippines 7F. SM City BF Dr. A Santos Avenue, Paranaque City. Handled 16 agents for DTV account. Provide daily statistics, analysis and coaching thru Behavior Daily Monitoring and compliance in accordance to Direct TV Standards. Atttends weekly staff meeting and share best practices related to NPS (Net promoter score) and FCR (First call resolution).           Jan 2012 - Jan 2015 OPTUS | Team Leader Convergys Philippines 8th flr. Vector 1 Bldg. Northgate Cyberzone, Alabang.   OPTUS Fixline fault   Handles 16 up to 20 agents. Ensures key metrics such as NPS, AHT, FCR and Attendance are met on a daily, weekly and monthly basis. Ensures coaching and team meeting are conducted on a weekly basis, touch base on important matters not only client expectation as well as agent behavior. ●Provided root cause analysis and action plan focusing on Net promoter score (NPS) that achieved and exceed client target expectation of 10% (target increases every month) ●Handled team of SME and ensures that they are equipped with skills such as coaching, root cause analysis and presentation. ●Handled new hire agents after training and ensures that they are well equipped on products and expected behaviors in the production floor. ●OM OIC for fix line fault department (LOB). Ensures the team delivers a solid performance in terms of NPS, FCR and efficiency percentage on a monthly basis. ○Attends weekly client call calibration. ○Attends weekly Staffing and scheduling meeting. ○Attends daily call that strategizes over or under staffing. ○Ensures that schedule mitigation for the following weeks or months are met so there will not be any staffing challenges. ○POC for the LOB’s leave process – application/ cancellation and mitigation. ○Provides weekly performance report to clients and upper management. This contains weekly trend, call drivers, top performers and outliers. It also contains root cause analysis recommendation and Smart action plan. ○Attends monthly business review and provides recommendation for the LOB. ○Provides weekly and monthly recognition to top performers within the account.       September 2006 - Jan 2012 Telstra | Team Leader (Telstra) Teletech CMC | Calabarzon & Mimaropa, Philippines 2nd Flr. Robinsons Place Team leader for 1 year, handled 20 agents and ensures that key metrics are delivered such as NPS, FCR and AHT. Ensures coaching and meeting are conducted in a timely basis addressing behaviors and client expectation. Major Accomplishment ●Created and executed projects addressing Call flow and how to engage with customers which then led to a positive NPS score month on month. ●Ensures that agent meet their monthly target goal by creating glide path per metric and delivers this in a coaching session. ●Attended Yearly Telstra client meeting focusing on challenges such as NPS and FCR     Telstra & BSKYB Quality Specialist 1 & 2 LIPA Batangas   Quality call evaluator for British broadband account. Provide insights and feedback per agent and per team. Ensures the quality of call is delivered according to client expectation. Major Accomplishment ●Provided root cause analysis and trending behavior per team, Identifying top call drivers and agent outliers. Recommended action plan to operations and ensures that follow up is met on a weekly basis. As a result, team was able to meet their quality score on a monthly basis. ●Held calibration session for TL’s as well as agents and ensures they understand the coaching line item in the evaluation form. ●Quality evaluator for new agents and ensures that they are coached according to the evaluation form guideline. ●Provided red flag and outlying behavior in a call and ensures that recommended actions are being followed. ●Handled team of quality evaluator and ensures that their targets are met on a weekly and monthly basis. Also responsible for reporting any behavior that need to be addressed.       Verizon DSL Technical support specialist Provides DSL technical assistance for Verizon client (US account) and ensures that their DSL connection is working after doing troubleshooting steps. Manage metrics such as Quality, AHT, Attendance and CSAT.       May 2002 - Aug 2005 SPI Global | (Formerly Spi Transact) | Content transcriber SPI Transact | Calabarzon & Mimaropa, Philippines Carmelray Park 2. Bgy. Punta Calamba City Laguna     Data encoder for research journals. Ensures 95% accuracy of documents entered with target of 40-50 WPM Scan documents and proof read using enhanced tools that converts paper document or PDF file to data file.       Education- Colegio De San Juan De Letran Bachelor's/College Degree in Engineering (Mechanical) | Philippines   Major Bachelor of Science in Mechanical Engineering   CGPA 85.0/100       2000 -2002 Laguna College of Business and Arts Vocational Diploma / Short Course Certificate in Computer Science/Information Technology | Philippines   Major Computer Technology   CGPA 85.0/100