Janice Olan Olan

Janice Olan olan Rivera St., Hilongos, Leyte, 6524 * - *-PROFESSIONAL PROFILE       7 years as an agent with experience in handling sales chat, sales voice, post purchase chat, and technical support voice (all for US-based clients) Operations Manager for 2 years and 5 months with 4+ years of experience as a Team Lead Highly capable to build and maintain a good client partnership Adept in root cause analysis to identify top gaps and improve operational performance by coming up with actionable resolutions Awareness of and sensitivity to cultural diversity Cross-functional leadership PROFESSIONAL EXPERIENCE Teletech Holdings, Inc. Service Delivery Manager, September 2016 – January 2019      People management / Performance management / Client management Customer Satisfaction (NPS) - constantly assess customer feedback and make necessary improvements Effective problem-solving and decision-making Provide business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization Collaborate with internal and external partners to identify areas of improvement and focus resources to improve overall performance Teletech Holdings, Inc. Operations Team Lead, October 2011 – August 2016  Work with the Training and Development Team and Quality Assurance (QA) to improve operational performance and actively engage with each team member to develop and implement action plans  Partner with Workforce Management (WFM) team to optimize Customer Service Representatives’ utilization and service queues Drive performance of the team against the prescribed Key Performance Indicators Champions Customer Centricity and the behaviors required within the team to aim high and deliver exceptional customer experience Maintains up-to-date knowledge of business processes and procedures Actively manages the daily operational performance of the Customer Service Representatives by being present on the floor with the team Accountable for the overall performance of team members and the team as a whole, positively recognizing excellent performance and effectively managing any underperformance      Teletech Holdings, Inc. Customer Service Representative (Voice/Email/Chat) June 2010 – October 2011     Identify and assess customers’ needs to ensure total solution Provide accurate, valid, and complete information by using the right methods/tools Handle complaints, provide appropriate solutions and alternatives Close sales and achieve monthly target Convergys Technical Support Representative March 2008 – June 2009     Troubleshoot DSL and dial-up Internet connection issues Gather customer’s information and determine the issue by evaluating and analyzing the symptoms Accurately process and record call transactions using a computer and designated tracking software Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business Sykes Asia, Inc. Technical Support Representative August 2004 – March 2008   Provide level 2 support for customers with cable Internet connection issues Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and/or software configurations EDUCATION University of San Jose Recoletos Bachelor of Science in Business Administration May 2003 ADDITIONAL SKILLS   Comprehensive knowledge of Microsoft Word, Excel, and Outlook Proficient in oral and written English CHARACTER REFERENCES      Stefan Sivertson, Experience Manager,-Analee Salvacion, Operations Manager (Teletech),- Augusto Bautista, Project Manager (Teletech),- Aizel Isidro, Customer Experience Manager (Teletech),- Thomas Abella, Senior Operations Manager (Teletech),-