Johannes N. Vinagrera

Johannes N. Vinagrera Address:Available upon request Mobile No.:Available upon request Email Address:Available upon request ___________________________­­­­­­­­­­­­­­­­­­­­­­­­­­­________________________________________ Objective: To obtain a challenging and people-oriented position with an opportunity for career growth. Summary: Capable of working and coordinating with a diverse group, working towards a common goal to meet and exceed customers expectation with the aid of the integral six sigma process which is to Define, Measure, Analyze, Improve and Control. Dependable, analytical and hardworking. Can work under pressure with minimal supervision. Key Strengths: Demonstrates effective people skills and sensitivities when dealing with others. Dependable, analytical and hardworking Work under pressure with minimal supervision Ability to work independently and in a team environment. Proficient in Microsoft Office (Word, Excel, PowerPoint) ___________________________­­­­­­­­­­­­­­­­­­­­­­­­­­­________________________________________ Work-related Experience: Jun 2017 – Apr 2019 Mynt (Globe Fintech Innovations Inc.) 32nd Floor The Trade & Financial Tower. 7th Avenue corner 32nd St. Bonifacio Global City Taguig 1634 Operations Manager (GCash) Formulate long term plans for the development and motivation of the team. Provides efficient leadership to the team and TL's Monitors service levels, ensures adequate coverage and manages staffing issues. Establishes innovative systems and procedures for handling of data/ reports and continuously improvised on them Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Aug 2015 – Apr 2017 Intelenet Global Services 7th flr One World Square Bldg. Upper McKinley Rd Fort Bonifacio Taguig City Team Manager (Barclays) Formulate long term plans for the development and motivation of the team. Provides efficient leadership to the team and TL's Monitors service levels, ensures adequate coverage and manages staffing issues. Establishes innovative systems and procedures for handling of data/ reports and continuously improvised on them Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Dec 2010 – Aug 2015 FIS – Global Solutions 9th flr EcoPlaza Bldg., Chino Roces Ave. Pasong Tamo Ext. Makati Team Leader (AMEX, Certery - Money Service Business Voice/Non-Voice) Assist manager with the day to day management of contact center employees and serves as their back up in their absence. Provides direction and guidance to less experienced call center personnel. Monitors service levels, ensures adequate coverage and assists managers with staffing issues. Coach agents to deliver superior customer service in line with customer support guidelines. May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Feb 2008 - Jun 2010 ePERFORMAX Contact Center 2nd flr BPI Buendia Center, Sen. Gil Puyat Ave. Makati City 1200 Team Leader (WaMu, JP Morgan Chase, Paypal) Manage a team of Customer Support Professionals who are responsible for providing customer service and application support to customers Coach agents to deliver superior customer service in line with customer support guidelines. Improve first call resolution results and actively drive more resolution on the initial query. Analyze data collected from monitoring task to provide feedback on customer interactions to identify individual performance, coaching and training needs. Apr 2007 - Feb 2008 ePERFORMAX Contact Center 2nd flr BPI Buendia Center, Sen. Gil Puyat Ave. Makati City 1200 Quality Analyst (WaMu) Monitors, analyzes and provides feedback on quality trends, process opportunities, provide feedback on customer interactions to identify individual performance, coaching and training needs. Responsible for supporting call monitoring. Assist agents with their queries. Jun 2006 - Apr 2007 ePERFORMAX Contact Center 2nd flr BPI Buendia Center, Sen. Gil Puyat Ave. Makati City 1200 CSR (WaMu) Respond to customer inquiries over the phone. Identify and resolve customer issues about their credit card. Provide customers with product and service information. Handles escalated calls. Jul 2005 - Mar 2006 Adfluent Success Unlimited Inc. 3rd flr CSJ Bldg., 105 Aguirre St. Legazpi Village Makati City 1229 Management Trainee Sales and marketing representative. Sept 2004 - Feb 2005 Micronet Software Manila Inc. Unit 21 Legaspi Suites, 178 Salcedo St. Makati City 1227 3D Computer Graphic Artist Generates model house in 3D form. ___________________________­­­­­­­­­­­­­­­­­­­­­­­­­­­________________________________________ Education: 1999 – 2004De la Salle – College of St. Benilde Bachelor of Science in Industrial Design ___________________________­­­­­­­­­­­­­­­­­­­­­­­­­­­________________________________________ Reference Available upon request