Joey W. Nacario
366-A Tam-awan, Pinsao Proper Baguio City
Email:-Alternate Email:-Phone:-
JOB OBJECTIVE: I am seeking for a job where I can maximize my skills and
knowledge and be able to contribute using these to the success of the organization
SKILLS
•Basic Research
•Computer Literate performer with advance knowledge on excel and all other Microsoft
Applications. Has basic background on photo and video editing.
• Excellent Communication Skills both Written and Oral
• Exceptional Leadership and Management skills
•Results-driven with exemplary planning and organizational skills.
• Advance Customer Service Skills
SOFTWARE USED
Microsoft Office Applications, Citrix, Google Drive, Gmail, Skype, Team Viewer, Basecamp,
Adobe Photoshop, Adobe Premier, Outlook, Microsoft Lync, Sharepoint , Interaction Client
Business Manager, Total View, NICE
CAREER HIGHLIGHTS
• Was an Operation’s Team Leader responsible in managing micro team’s performance,
providing real time feedback and coaching to direct reports.
• Handled Pioneer Repeat Caller Group of the servicing team that handles repeat calls.
• Handled Delinquency specialty split and oversee overall performance of the Line of
Business in terms of resolve rate and payment collection.
• Implemented Moving Beyond Delinquency workshop for DLQ specialists .
• Project leader for tracking improvement of DLQ specialists.
• Took Training responsibilities for DLQ specialists to empower them for Level 2 processes,
• Appointed in 2012 as the main Point of Contact of the Rewards and Recognitions of
Servicing Baguio. Created several programs and initiatives that drove performance
improvement.
• Actively participated with out reach program by the Happy World in one of the
communities of Tublay, Benguet.
• Was appointed as Direct Report Listing Master and Seat Plan POC . Closely coordinates
with Operations Managers with transitions and updates .
• Acted as the Point of Contact for Time Keeping and Finance for year 2012 to 2013. Responsible
for sending Timekeeping and Payroll disputes and communicating updates from the Time
Keeping and Finance to operations.
• Took the lead in handling the hiring process for team leads for 2013. Closely coordinated with
CLDT for prequalifying assessments. Facilitated “Managing employee engagement when high
expectation fails” for team leads along with CLDT Senior Lead.
• Handled the first batch of Fixed Term agents. Provided thorough coaching and performance
management. Was able to acquire agents for regular operations.
AWARDS AND RECOGNITION
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TOP CSAT Team for Year 2015
Top CSAT Team for Q1 2016
Top CE Team for Q4 2015
Top CSAT Team for July 2014
Top FCR Team for January 2014
Super Keeper Supervisor for July 2013
Super Keeper Supervisor for February
2011 to May 2011 and August to
September 2011.
• TOP 3 Servicing Lead for 2011
• TOP DLQ Lead for 2012
WORK EXPERIENCE
Supervisor
Teleperformance Philippines
July 16, 2010 up August 30, 2016
Part Time English Teacher
Bibbo Global Opportunity
September 2016 up to Present
EDUCATION
COLLEGE:
University of the Cordilleras
Baguio City
School Year 2006 to 2008
Bachelor of Arts in Mass Communication
University of the Cordilleras
Baguio City
School Year 2005
Bachelor of Science in Information
Technology
SECONDARY:
Pines City National High School
Baguio City
School Year 2001 to 2005
ELEMENTARY:
Bonifacio Elementary School
Baguio City
School Year 1995 to 2001
Accountabilities
Mentoring and Coaching
· Serve as mentors and coaches to the reps on the floor and act as first point of escalation for clientspecific issues. Serve as back-up point of escalation when Subject Matter Experts are not available.
· Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely,
accurate and consistent delivery of updates to the eReps. Disseminate client-specific information.
Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to
client-specific information and handling different customer transactions.
Team Management
· Supervise all agents within their team (eReps; may include Subject Matter experts depending on the
account)
· Monitor the agents’ performance on the floor (according to productivity competence, and quality
standards and targets
· Provide weekly specific performance feedback
·
Work with the agents to achieve development objectives and performance targets
· Conduct performance appraisals for team members
Coordination with Operations Support
· Document and escalate real-time internal and external IT issues.
· Document and escalate customer and client process issues.
· Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA
process. Deliver timely feedback. Identify QA issues and work with Operations Manager or
Director and Team Managers to develop action plan. Implement action plan.
Coordinate with CST Training on training-related issues
· Work with Workforce Management on concerns related to scheduling and attendance
Implementation of New Account/s
· Develop complete understanding of client’s business model, policies and procedures as they relate
to Teleperformance’s support of the client’s customers
· Supervise development of Support Site where appropriate
· Ensure that agents gain and maintain competence on client’s site, back-end tools and support
systems
Management Support
· Support the Team Manager in providing leadership, guidance, and support to the reps to ensure
the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and
concerns, performance and motivation issues, and conflicts.
· Assume responsibility and accountability for the team in the absence of the Team Manager by
ensuring coverage, productivity/efficiency, and quality of service delivery
· Interact with the external clients and management, in the absence of the Team Manager
· Support the Director in meeting targets
· Perform other duties as assigned
PERSONAL DATA:
Date of Birth : January 1,1989
Age: 27
Height: 5’7”
Weight: 156 lbs
Nationality: Filipino
Status: Single
Trainings Attended:
• Teleperformance Operational Processes Standards
Training
• COPC High Performance Management Technique
• Motivation
• Problem Solving and Decision Making
• Effective Business Presentation
• GROW Coaching
• Behavioral Interviewing
• Managing Employee Engagement when high
expectation Fails.
• VA Success Factors
• Introduction to Social Media Management
• Business Blogging and Amazon Seller Central
platform.
• Overview on Online Arbitrage
• How to Use OAXRAY
