JAY EDRICK
CORVERA
PROJECT MANAGER
BPO OPERATIONS MANAGER
P: -
E:-
A: Vete Street, Zone 4, Lanuza, Surigao Del Sur
EDUCATION
SUMMARY
STI COLLEGE
Provide direction and leadership, manage minimum of
SY 2009 -2010
BS Information
Technology
Surigao City
SAINT PAUL UNIVERSITY
SY 2006 -2007
BS Nursing
Surigao City
SKILLS
120 employees' performance, and motivate a team of
supervisors to achieve the company's targets and
objectives of continuously improving the quality of
performance and services to increase revenues.
Also well-experienced in Project Management and
Operations covering Strategic Planning, Operational
Planning, Performance & Service Quality Management,
Employee Management, as well as Customer & Client
Relations.
Operations Management
EXPERIENCE
Project Management
Project Manager
Team Management
Strategic Planning
Today's Trend E-commerce Store
Apr. 2020 - Apr. 2022
Facilitates
all
formal
project/coordination
meetings and discussions essential for effective
project management
Ensures the efficient dissemination of project
Business Development
information to project team members to ensure
alignment
amongst
various
team
covering
internal and external resources
Leadership
Coordinates and facilitates the project execution
status reports and milestone monitoring an
updates stakeholders
CERTIFICATIONS
Google Project Management
Foundations
Coursera
Issued May 2022
LinkedIn Project Management
Foundations
LinkedIn Learning
Issued January 2022
Lean Six Sigma Foundations
LinkedIn Learning
Issued January 2022
Lean Six Sigma – Yellow Belt
Teleperformance
Issued September 2016
Lean Six Sigma – White Belt
Teleperformance
Issued September 2015
AWARDS
Serve as liaison between e-commerce delivery,
e-commerce,
merchandising,
IT,
customer
service, and other cross-functional teams
Build and manage detailed work back up plans
and production schedules when needed
Monitors the overall project change control to
ensure project completion, including project
team FTE, goals and targets
Facilitate
lessons
learned
sessions
to
drive
process changes, future enhancements, and
innovation
Operations Manager
Teleperformance
Sep. 2016 - Mar. 2020
Responsible for the attainment of client set goals,
efficiency targets, and cluster performance
Analyzes agents/supervisors performance and
develops action plans to bridge gaps
Implements and audits internal action plans to
maintain/increase performance
Studies performance reports and identifies the
bottom 20% of agents and formulates an across
2019 Annual Site's Top
Operations Manager
Teleperformance
Cagayan de Oro City
2019 Q4 Site's Top
Operations Manager
Teleperformance
Cagayan de Oro City
2019 Q3 Site's Top
Operations Manager
Teleperformance
Cagayan de Oro City
2019 Q2 Site's Top
Operations Manager
Teleperformance
Cagayan de Oro City
2019 Q1 Site's Top
Operations Manager
Teleperformance
Cagayan de Oro City
the board action plan to implement across shift
Hosts forums and focus groups discussions with
call
center
regarding
agents
important
to
gather
issues
of
information
the
general
employee population
Provide mentorship and supervision to Team
Managers
Promote excellent relationships between the
company and its clients
Improved supervisor effectiveness and efficiency
through process development
Improved program attendance from 85% to 92%
average
Improved payroll efficiency from 5% average
defect to 1%
Established performance management process
through synergy of all departments
Ensure
successful
operation,
and
implementation,
growth
of
continual
accounts
collaborating with different workgroups
by
CONTACT
---
Enterprise Information Support Analyst
Teleperformance
Sep. 2015 - Sep. 2016
Provide support and perform analyst duties for
Teleperformance Worldwide Implementation of
Contact Center Management System.
Perform helpdesk related tasks for Enterprise
REFERENCES
Rozie Michelle Delima
CEO, Today's Trend PH
Cagayan de Oro City--
https://todaystrend.ph/
Daryl Dancil
Operations Manager
Teleperformance
Cagayan de Oro City
-
Romelyn Dela Cruz
Senior Operations Manager
Teleperformance
Cagayan de Oro City
-
Information Technology.
Documentation of processes and procedures.
Email support (i.e. login issues, password resets,
etc.)
and
Chatsupport
(Video/Audio)
for
Enterprise IT web basedapplications.
General admin tasks as well as miscellaneous
Contact Center Management System-related
tasks.
Technical Support Supervisor
Teleperformance
July 2011 - Sep. 2015
Provide
direction
and
leadership,
manage
minimum of 25 employees' performance
Motivate a team to achieve the company's
targets and objectives of continuously improving
the quality of performance and services
Key Performance Indicator Analysis
Root Cause Analysis
Innovating New Coaching Methods
Acted as CSAT manager that improved employee
engagement
Mentored agents through series of coaching
calibration sessions with the client
Pioneered the Compliance Team who audits
process
execution
and
provided
upper
management with detailed process opportunities
and action plan
Technical Support Analyst
Teleperformance
July 2011 - Sep. 2015
Provide phone and chat support (i.e. Billing,
Account
Creation,
Product
Activation,
and
Product Error Troubleshooting) to Norton Antivirus
applications
