James Ronn Sison

James Ronn Sison A1-9-7 Cyberia Condominium Smarthomes Jalan Multimedia Cyberjaya Selangor Malaysia 63000 -- Summary 7 years leadership experience in delivering world class client services within a fast pace and highly volatile service desk environment across global regions. Known as a persuasive negotiator with strong analytical and problem solving mindset. Demonstrated outstanding abilities in seeing the “big picture” of any situation coupled with a keen eye in enhancing processes while reducing costs. Was a Quality Analyst for 2 years focusing on agent development and implementing processes making sure that everyone is aligned and adhere to client’s expectations and processes. CORE COMPETENCIES Service Quality Enhancement Performance Monitoring Problem Management Escalation Management Procedure Formulation Ticket Monitoring Incident Management SLA Management Training & Development Continuous Improvement Staff Scheduling Trend Analysis Knowledge Sharing Team Management Retail Selling Change Management Troubleshooting TECHNOLOGIES Platforms: Windows XP / 7 | Mac OS | VM Ware Application: Microsoft Office (Word, Excel, PowerPoint, Outlook) 2002, 2003, 2007, 2010 VPN: Network Connect Ticket Tracking Tool: Siebel | CRM | VM Ware Call Monitoring Tool: Avaya Call Monitoring System (CMS) Hardware: PCs | Laptops | Printers | Routers | Modems Remote Desktop: TeamViewer | Log me In CAREER HIGHLIGHTS Pioneered conversion of knowledge scripts to simplified troubleshooting steps that saved Average Handling Time of 12 minutes per call/per agent. Organized and implemented the Fish Philosophy focusing on having fun at work resulting in enhanced teamwork and a sense of belonging. This translated to an increase of 6.7% increase in CSAT and 9.2% increase in ESAT. Given high detail analysis for CP60 and improved, Aux work, hold time, Calls per minute handling time to 8 minutes per call (under the client given AHT of 10minutes) WORKING EXPERIENCE 1. English as a Second Language Tutor – 51 Talk Philippines November 2015 – April 2016 1. Focus on language and speech, your class instruction features lessons teaching basic verbal fluency and development of the student's vocabulary for different types of typical conversations.  2. Discuss results with teachers and explain how to accommodate student’s academic Weaknesses. Offer support via RTI and tutoring 3. Help to create a whole school atmosphere where diverse cultures are welcomes and explored to enhance the learning of all students 3. Improve reading, writing, and speaking skills of students of diverse backgrounds in English; students should learn English grammar, pronunciation, and conversational skills 2. Coach/ Team Manager- Retail Customer Service for voice and chat support – July 2013-April 2015 SITEL Phil. Corp. Baguio City Economic Zone Loakan Rd., Baguio City, Philippines Duties and Responsibilities: 1. Monitor calls, chat and voice interaction and reports by agents and oversee the quality of service and maintain team quality of service. Responsible for identifying and acquiring needed workgroup training. 2. Responsible for identifying and acquiring needed workgroup training. Promote professionalism throughout the workplace. 3. Conduct employee interviews and one-on-one discussion 4. Maintain staffing schedule adherence 5. Maintain Team Performance Metric; monitor performances, production, attendance and punctuality, records and review of staff. 6. Identify process improvements within the workflow and suggest and implement resolutions to management. 7. Assist and train agents in up-selling, retail selling and order information and tracking for customers. 3. Coach/ Team Manager- Technical Support – July 2008- April 2013 SITEL Phil. Corp. Baguio City Economic Zone Loakan Rd., Baguio City, Philippines Duties and Responsibilities: 1. Monitor calls, chat and voice interaction and reports by agents and oversee the quality of service and maintain team quality of service. Responsible for identifying and acquiring needed workgroup training. 2. Responsible for identifying and acquiring needed workgroup training. 3. Promote professionalism throughout the workplace. 4. Conduct employee interviews and one-on-one discussion 5. Maintain staffing schedule adherence 6. Maintain Team Performance Metric; monitor performances, production, attendance and punctuality, records and review of staff. 4. Quality Analyst – October 2005 – May 2008 SITEL Phil. Corp. Baguio City Economic Zone Loakan Rd., Baguio City, Philippines Duties and Responsibilities 1. Monitors live and recorded call of agents and ensure that steps taken are within company and client policies. 2. Provides coaching on missed opportunities to both agents and Team Coach to further enhance agents’ ability to reach goals set. 3. Counsels telephone representatives on quality of service to ensure proper procedures are being followed. 4. Reports scripting problems and come up with action plan to address opportunities. 5. Assist trainers and Learning Specialist with training classes as needed. 6. Tier 1 Tech Support Representtive – February 2005- October 2005 SITEL Phil. Corp. Baguio City Economic Zone Loakan Rd., Baguio City, Philippines Responsibilities: 1. The CCA is responsible for providing professional technical assistance for internet problems and issues either through telephone, email, fax, or any other defined methodology 2. Uses effective communication skills and appropriate support tools to resolve customer’s request in a timely manner, professionally guiding members through steps t resolve the technical problems and issues. 3. The agent is responsible to ensure that the customer’s expectations are met and is in line with the company’s policies, practices and procedures. 7 . Sales Representative – San Miguel Corporation – April 2003-Feb.2005 CORE FUNCTIONS: 1. Promotes/sells/secures orders from existing and prospective customers through a relationship-based approach. 2. Demonstrates products and services to existing/potential customers and assists them in selecting those best suited to their needs. 3. Establishes, develops and maintains business relationships with current customers and prospective customers in the assigned territory/market segment to generate new business for the organization’s products/services. 4. Researches sources for developing prospective customers and for information to determine their potential. EDUCATION Tertiary:Graduate of Bachelor of Science, Major in Business Management University of Baguio Secondary: University of Baguio Preparatory High School Primary: Saint Louis University Laboratory Elementary School. CHARACTER REFERENCE Astaire Junio Operations Manager SITEL Phil. Corp. (074) - RoseMarie Estoesta Professor University of Baguio- Atty. Raymond Paolo Mendoza Mendoza Law Firm Engr’s.Hill, Baguio City (074)-/ 0917 – 934 -5266 ●●●●●