Keith Nelson Capili

CURRICULUM VITAE PROFESSIONAL PROFILE Accounts & Operations Manager Contact Center Operations and Service Delivery Over 6 years of Leadership Experience. Experience is a combination of Customer Service, Retention, Telecommunications, Sales, Technical Support and Virtual Staffing on Demand. Able to drive results through execution and discipline. Highly skilled in Performance Management and Relationship Management. Able to motivate people through career/talent development. Experienced in Client Services and Relationship Management. PERSONAL PROFILE Name:Keith Nelson P. Capili Birth date:November 9 Sex:Male Status:Single Education:BS-Nursing (Registered Nurse) PROFESSIONAL BACKGROUND DIGITAL STAFF SOLUTIONS INC. Director of Business Development and Account Operations:July 2017 – Present CONDUENT (FORMERLY XEROX BUSINESS SERVICES PHILIPPINES) Contact Center Operations Manager:October 2016 – July 2017 TELSTRA INTERNATIONAL PHILIPPINES Senior Team Leader – Continuous Support:September 2014 – October 2016 CONVERGYS PHILIPPINES Operations Team Leader:February 2012 – September 2014 Senior Customer Service Rep:August 2011 – February 2012 SYKES ASIA INCORPORATED Technical Support Representative:April 2010 – August 2011 MAIN COMPETENCIES: Performance Management Marketing Management Relationship Management Coaching and Root Cause Analysis Action Planning and Follow Through Situational Leadership Decision Making Engagement Retention Handling Difficult Employees & Having Difficult Conversations Corrective Actions People Development Team Building Client Relationship and Service Delivery Management Financials and Quality KPI Management Risk Management CHARACTER REFERENCES: MARK ANTHONY ECHEM Chief Operations Officer – Digital Staff Solutions Inc.-US Phone #: - DEE DE ASIS Senior Operations Manager - CONDUENT- /- ERNIE BALAORO Operations Manager – CONDUENT-