Jomar Cunanan

JOMAR CUNANAN Operations Supervisor Permanent Address Mobile Number Email Address #18 F. Dela Cruz St. BFRV Las Pinas City-- QUALIFICATIONS SUMMARY With over 4 years of experience in operations management Business Process Outsourcing and Knowledge Process Outsourcing with key experience on quality for voice, chat, and email programs across NA and UK regions. Spearheaded projects and initiatives aimed to improve customer satisfaction. WORK EXPERIENCE March 2018 to Present Operations Supervisor Arvato Corp. (Majorel) Alabang, Muntinlupa City Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has 65,000 employees in over 40 countries. We design and implement innovative solutions for clients from all over the world, including intelligent customer service offers via all contact channels in the CRM sector and end-to-end e-commerce services for retailers. Key Achievements Recognized as top quality coach delivering highest improvements on focused agents executed thru regular coaching sessions, offline topic discussions on audit findings, and calibration with operations team supervisors on process. Identified as part of pilot team during expansion to new region and expansion of new LOBs, initiating enablement of newhires to the program thru newhire packets. Supported assigned team/LOB in absence of team lead/SMEs to ensure consistent delivery of performance. October 2016 to March 2018 Customer Service Representative II Arvato Corp. (Majorel) Alabang, Muntinlupa City Key Achievements Recognized as best in PRR resource especially when the program launched voice LOB. Consistent complete attendance, with minimal number of absences due to illness. October 2015- April 2016 Technical Support Representative & Interim Trainer IBEX Global Solution Philippines Sucat Road, Paranaque Philippines Other Work Experience Server in Grand Olympia Banquet Hall (January 2010 - November2011) Hamilton, Ontario Canada Bartender/Serve in MEMPHISFIREBARBEQUERESTAURANT (January2012- October2013) Hamilton, Ontario Canada Bar Captain in Level 43 Sky Lounge bar (May 2014- June 2015) Sheraton hotel, Dubai EDUCATION BS Hotel & Restaurant Management Mohawk College; Hamilton, ON Canada REFERENCE Available upon request