Kristine Abreu

KRISTINE P. ABREU Blk 9 Lot 18 Sugartowne Homes Subd. Filinvest II Road Batasan Hills, Quezon City Email:-Mobile: - PERSONAL SUMMARY A highly motivated and flexible individual able to give timely and accurate advice, guidance, support and training to team members. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently. KEY SKILLS AND COMPETENCIES • • • • • • • • • COPC Registered Coordinator Basic Lean Six Sigma Training with experience in applying DMAIC IT Project Management Training Leadership, coaching and mentoring Strong analytical and problem solving skills Able to prioritize tasks and workloads in order of importance Ability to work well with large and diverse teams Multi-tasking and ability to work under pressure Experienced user of Mac OS X Apps (Pages, Keynote) & MS Office toolset (Word, Excel, MS Project, MS Visio and PowerPoint) TRAINING and CERTIFICATION IT Project Management UP System Information Technology Foundation, Inc. March 16, 2019 COPC Implementation Leader Qualification COCP CX Standard 6.0 July 11 – 15, 2016 WORK EXPERIENCE Concentrix Philippines Deputy Manager – Strategic Quality • • • • • • • • Oct 2015 – March 2018 Lead/Manage all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes Conduct regular meetings, facilitated communications, ensured coordination, and cooperation among team members Conduct and document weekly, monthly and quarterly status review for upper management Prepare and lead client meetings for quality updates Provides trends and analysis to Operations and provide suggested action plans to address it Resolve performance management issues and disputes involving all employees and report to HR manager Assist the Quality manager in supervising the work of team members and tracking overall work progress Monitor timelines and flagged potential issues to be addressed Concentrix Philippines (Formerly IBM Global Process Services) Assistant Manager – Operations 2012 – Oct 2015 OVERVIEW • Ensuring that staffs are motivated, monitored and measured in line with client’s targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers. • Perform quality assurance CLIENT INTERACTION • Attends Daily Operations Call with clients and vendor partners • Weekly Quality Review with Quality Program Manager • Weekly RTA and Scheduling Call COORDINATION WITH RECRUITMENT • Coordinates with HR POC for account profiling • Conducts final interview for applicants to evaluate if they meet position requirements MAIN RESPONSIBILITIES • Manage a team of approx. 15 CCSs and ensure that all key metrics of performance as per the Client SLA are met and exceeded. • Manage and strengthen Client Relationship. • Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations • Manage team performance and responsible for the overall development of the team • Institute creative & innovative R&R for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement. • Responsible for managing people metrics within the team eg. Attrition, absenteeism, schedule adherence etc. • Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools. • Responsible for daily, weekly, monthly reporting to Clients as per their requirement. IBM Daksh Business Process Services Philippines, Inc. Quality Lead Associate • Monitoring and providing adequate feedback to ensure process compliance • Regular monitor and review calls based on monitoring targets • Coach the agents to ensure Quality adherence 2010 - 2012 Senior Technical Support Specialist 2007 – 2010 • Handles inbound calls from clients. Identifying the main problem and providing step-by step instructions to help the client solve the problem. • Troubleshooting issues related with Desktop, Portables and Smartphones • Meets KPIs target and by adhering to the call flow and call handling process, troubleshooting and usage of support tool to provide quality customer service. • Attends team meeting or pre/post shift huddle and meeting with supervisor or client to get updates, information, and feedback on production performance and on work related matters. AWARDS AND RECOGNITION • • • • • • • • IBM Top Talent Awardee 2013 IBM Yellow Diamond Awardee • First batch of IBM Diamond Awardees who were recognized for their exemplary performance from December 2011 to May 2012. IBM Blue Diamond Awardee • Performance from June 2012 – November 2012 Raves Award for • Best Team (CPU) – January 2012 • Best Team (iOS) – December 2011 • Hardwork as iOS Launch Site Champion Kudos Award for Best Support – Global Coach – April 2011 In recognition of dedicated service to customers Perfect MIP Score for P12 – October 2010 Acclaim Award for Q1 100% CSAT Club – February 2010 EDUCATIONAL BACKGROUND 2002 to 2007 Bachelor of Science in Computer Engineering Polytechnic University of the Philippines – Sta. Mesa, Manila CHARACTER REFERENCE Jessie Rose Lapuz APAC Delivery Project Executive Concentrix Philippines - Elmer Gil Buan Operations Manager Concentrix Philippines - Althea Reganion Deputy Manager - Quality Concentrix Philippines -