Joannah Consencino

JOANNAH CONSENCINO EXPERT OPERATIONS AND PROJECT MANAGEMENT PROFILE I am an experienced Manager, well-versed in various types of accounts and verticals. EXPERIENCE CLIENT SERVICES/ OPERATIONS MANAGER/ HEAD OF PROJECT LAUNCH OUTBOUNDERS | MARCH 2014 - SEPTEMBER 2017 · Build trust and reliability for Outbounders among new clients through competent, transparent and organized launching procedures and timely communication · Strengthen communication between operations and Business Development Team at all times · Master & Manage Account Launch Process / Master and Manage SOW (Statement of Work) · Manage the launching of campaigns strategically with Project Launch Coordinators' through its identified Phases · Upkeep timely, accurate reporting to ensure that operations are calibrated with all launching activities · Intervene on hiring process by doing final screening with Team leaders and other admin support roles · Process and Review payroll of Team Leaders/ Supervisors on a weekly basis · Facilitate Kick-off Meeting with New clients / Create reports to calibrate Outbounders management · Create KPI's and metrics aligned to client/ campaign requirements · Address all client needs in a timely and efficient manner · Innovated Account Launch Checklist for a systematic launching process · Organized, effective and proactive communication Monitoring · Responsible for the coordination between staff and clients by bridging gaps · Makes presentations to management on project updates, project cycle, and expected results. · Collaborate with the marketing and sales division of a company to ensure their work operations align with the objectives of the client services unit · Communicate with clients to identify their preferences and facilitate the process to meet their needs and expectations · Designate tasks to staff and establish strategies necessary for achieving set targets · Provide clients with regular update and periodic statements to keep them abreast of changes in trends · Roll out monthly surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base. CONTACT MOBILE: - YAHOO:-GMAIL-SKYPE: WANA.CONSENCINO J JOANNAH CONSENCINO EXPERT OPERATIONS AND PROJECT MANAGEMENT EXPERIENCE SENIOR PROJECT LAUNCH COORDINATOR OUTBOUNDERS | FEBRUARY - MARCH 2014 Assist new projects from 0-60 day old. Facilitate Training Coordinate with HR and IT Proper delegation of tasks to Team Leaders • Spearhead hiring to training, client relations, sales and operations management. Consistent client satisfaction with services provided by the company has been the most remarkable achievement • Conducts final interview for agent/ Team leader role before sending them over to production. • Bridge the gap between HR and client to meet demands and expectations • Facilitates new hire training, conduct orientation and kick- off meeting • Oversee the newly launched campaign for the first 60 days or until the campaign is well-established • Provides constant communication with the client and ask for feedback • In charge of project analysis and script revision • Campaign management • Creates daily reports- agent/Team leader evaluation TEAM LEADER OUTBOUNDERS SEPTEMBER 2012- FEBRUARY 2013 CONTACT MOBILE: - YAHOO:-GMAIL-SKYPE: WANA.CONSENCINO · In charge of managing performance of the agents on a daily basis · Monitor and evaluate the calls of the agents · Strategize and initiate plan of actions to meet client driven metrics · Plan and implement efficient staffing plan · Understand all organization’s products, services, procedures and guidelines and communicate same to all team members · Monitor all calls to ensure that due procedures and quality standards are strictly adhered to · Facilitate and organize training session for all agents and participate in recruitment of new call center agents · Conduct regular review of agents performance and organize training sessions for under performers · Submit regular reports to management and seek new ideas and strategies to improve performance at the center · Generate daily, weekly and monthly report through Basecamp · Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times · Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members. · Conduct regular coaching session with the agents JOANNAH CONSENCINO EXPERT OPERATIONS AND PROJECT MANAGEMENT EXPERIENCE TRANSACTION MONITORING EVALUATOR CONVERGYS | NOVEMBER 2010 - SEPTEMBER 2012 Monitor agent's performances by evaluating their calls Agent Feedback Active Coaching Other Monitoring tasks Definition of evaluation templates Initiating measures for quality evaluation Evaluating the quality Interpretation of the individual evaluations Definition of training package templates Allocation and administration of training package templates Consolidated analysis of quality measures Targeted planning of speech analytics • Creates Trend report • Monitor and analyzes reports • Evaluates agents calls and closed cases (Quality and CSAT) • Escalate department issues as appropriate • Provides feedback to OPERATIONS for the betterment of agents performance • Deliver client requirements • Attend quality weekly calibrations and meetings TRANSITION CONSULTANT CONVERGYS | MAY 2008 - NOVEMBER 2010 Handle new hire agents. Bridge the gap between training and production Provide status reporting of team activities against the program plan or schedule Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance Help keep the team focused and on track Manage, train, and help the development of team members; help resolve any dysfunctional behavior Lead problem solving and collaboration Acknowledge and reward team and team member accomplishments, as well as exceptional performance CONTACT MOBILE: - YAHOO:-GMAIL-SKYPE: WANA.CONSENCINO JOANNAH CONSENCINO EXPERT OPERATIONS AND PROJECT MANAGEMENT EXPERIENCE SENIOR RESOLUTION SPECIALIST (THIRD LEVEL/ TIER 2) CONVERGYS | FEBRUARY 2007 - MAY 2008 Handle escalated calls. (supervisory/managerial calls) Perform Escalations Specialist 1 duties. Resolve moderately complex customer inquiries and Supervisor escalated issues. Proactively reviews each account to offer value added products and services while adhering to strict telesales laws and regulations. Diffuse tense customer interactions; manage conflict, and the ability to build rapport with customers. Exercise judgment and make decisions on more complex servicing issues. SKILLS Project Management Operations Management Customer Support/ Service Lead Generation/ Appointment Setting Proficiency in English Client Services Training and Development Internet Research Recruitment Strategy CONTACT MOBILE: - YAHOO:-GMAIL-SKYPE: WANA.CONSENCINO Problem Solving and Decision Making Internal and External Communications Business Writing Skills Time Management Problem solving skills Multi-tasking Collaboration Skills Critical Thinking Diversity and Flexibiity