Kyle Nheb Relato

KNR Objective To secure a customer-centric, homebased job providing services to direct clients and converting customers to advocates together with a dynamic team which shares the same goal. Skills Proficient in application of multiple coaching tactics Experienced in handling Customer service, Sales and Technical metrics, Creative thinker in problem solving Excellent communication skills with experience in client-facing roles Detail-oriented and efficient, Superb time management skills, Great composure in critical scenarios Knowledge in Design thinking – Instructional design fundamentals Proficient facilitation skills – both presenting and training Practitioner – Thomas International Personal Profile Analysis Kyle Nheb Relato Facilitator, Organizational Development program Learning and Development Quantrics enterprises inc., Philippines 4400 Experience Facilitator, Organizational Development Program, Quantrics Enterprises Inc. – August 2018 to Present Trains group of leaders from Business Directors to Team Managers in different coaching approach including root cause analysis and data-driven decision making Facilitates triad coaching session and provides constructive feedback based on set parameters Analyze existing leadership opportunities and develops SMART action plan Provides supplemental learning aid for upskilling leadership roles Designs training curriculum and content materials for people leaders – specialized in improving performance via coaching methodology Thomas International certified PPA practitioner Team Manager, Quantrics Enterprises Inc. – February 2018 to July 2018 Handles a team of 14 associates with multi-level KPI Manage business needs by driving customer service and sales metrics through dynamic activities which includes data analysis, call monitoring/service observe and coaching sessions Creates success plan for each members of the team via data driven decision making Provides mentoring and coaching daily to sustain results and/or mitigate gaps Handles escalation calls, attend to meetings and strategic planning Team Manager, Sutherland Global Services – McAfee April 2017 to February 2018 Supervised a team of 20 customer service associates Provide coaching, mentoring and training to a team of 20 members in improving customer service competence to meet client set goals. Managed daily client metrics which consist of Net Promoter Score, Resolution Rate and Closure rate. Handle escalation calls, pending cases for closure and other process and product updates Monitor team's attendance adherence which includes Shrinkage, Schedule adherence, tardiness and provide mentoring and coaching. Managed daily service level to LOB to meet both Client and Corporate targets Conduct client calibration for call listening and feedback sessions Partner with recruitment and other programs and manage operation interviews and hiring/transfer Team Manager, Sutherland Global Services – AT&T September 2013 to March 2017 Supervised a team of 15 Sales and Customer service consultants Managed the team daily through coaching, mentoring service observe and feedback sessions Conducted daily huddles to discuss sales target, bridge-gap analysis and create action plan based from set goals Provided root cause analysis on both sales and customer service metrics through monitoring and data gathering Created a data-driven decision plan to hit set targets which includes sales target, repeat rate, transfer rate and Net Promoter Score Handled escalation calls, service promise feedback, bill adjustment and sales callback daily led and pioneered cluster for new hires to hasten knowledge and skills in preparation for service delivery Education Bachelor of science in information technology • 2012 • ateneo de naga university Volunteer Experience or Leadership Certified Personal Profile Analysis practitioner - Thomas International – 2019 PREPD Coaching tactic certified – Quantrics Enterprises Inc. – 2018 Certified Direct Model Feedback coach – Sutherland Global Services - 2016 Certified Lead 100 Coach - Sutherland Global Services - 2014 Leadership Academy Certified – Sutherland Global Services - 2014