Lawrence Jenikko M. Nolasco, resume 2020
Unit 1415, The Avenue Residences
Tandang Sora Extension Quezon City
Mobile number -
Email address:-
SKILLS AND ATTRIBUTES:
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Team Management
Transition Management
Coaching and people development
Performance Management
Service Delivery to Clients
Adept in MS Office Application
Good English Communication Skills
Experienced in BPO industry
CAREER EXPERIENCES:
OMEGA HEALTHCARE INC.
(NOV 2014 – PRESENT)
PROCESS LEADER (5 months – Present) Mid managerial level
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Update and develop content per client requirement and business requirements.
Regulates and updates report/trackers accordingly.
Work in consultation with the Team lead and Manager.
Take responsibility of ensuring that the Team lead understands statutory business requirements.
Follow a regular feedback and coaching plan for to help Team leads improve.
Taking ownership of the handled programs and focuses in client facing.
Monitor Team leads and Project’s performance in a daily, weekly, monthly and quarterly basis to
create action plans and other business improvement related matter.
Responsible in the transitioning phase for new programs.
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Lawrence Jenikko M. Nolasco, resume 2020
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Helps in developing business models, changes in the organization and process improvement
related matters.
Conduct new hire interviews.
Collaborating with the other stake holders to further improve process management in all
aspects of the business.
TEAM LEADER (2 YEARS and 2 months) Supervisory level
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Monitor activities of staff to assess schedule adherence, accuracy, quality, productivity,
timeliness and compliance with job requirements, policies and procedures. Report updates to
management.
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed
performance management techniques.
- Tracking of pay-roll, managing dispute and validate incentives.
- Conduct performance appraisals monthly.
- Review QA audit findings. Provide feedback and guidance to team members when procedural
errors are identified through the QA audit process.
- Monitor call center calls and staff availability on phones via phone system software. Observe
staff activity and direct Customer Service Representatives to go on “available”. Take phone calls
as needed for coverage.
- Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with
accounts that are challenging to Customer Service Representatives.
- Handle elevated calls and respond to customers
- Adhere to all company policies and procedures.
- Ensure training needs of team members are met.
- Adjust to the needs of meeting service level agreements under supervision of Manager.
- Successfully complete all client related training and keep record of the same.
- Hold team briefings on a daily basis with the team (Minimum of 10 minutes)
- Communicate all process and client changes to direct reports within specific timelines and keep
record of such updates.
- Act as a single point of contact for the assigned team members for all their job related needs
and create a harmonious work environment.
- Escalate performance related issues with respect to assigned team members to Managers on a
timely manner (PIP).
- Performs any other duty assigned by respective Manager.
- Responsible for day-to-day functional supervision of work group, including work assignment and
attendance monitoring; providing input into selecting, training, developing, and completing
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Lawrence Jenikko M. Nolasco, resume 2020
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performance appraisal of work group(s) in accordance with the organization’s policies and
applicable compliance requirements.
Employee separations to be handled in-line with company policies and HR.
CASE RESOLUTION SPECIALIST (1 YEAR 2 MONTHS) SME level
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Manage Escalation line depending on business requirement
Take regular calls or Make Outbound calls based on program need
Chair-side with CSR’s, and report on findings to management
Download, generate, and/or distribute reports, as requested by management.
Prepare/conduct both language and process training
Create and Develop Training modules and Training aids as and when request is raised by Ops
Manager/Training Manager
Assess TNA and facilitates TNI as and when request is raised by Training Manager
Participate in transition, as and when request is raised by Transition Manager
Attend client training calls to understand the process and prepare training materials
Design/conduct monthly product knowledge test and refresher programs
Provide floor support for all the new transition projects until projects are stabilized
Adhere to and comply with information systems security. Know and follow Information Systems
security policies and procedures.
Attend Information Systems security training, when offered. Report information systems
security problems.
HEALTHCARE EXECUTIVE (8 Months) Agent level
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Ambulance Billing for Patient Business Services supports patient, attorneys, insurance
companies and third party liabilities. High Quality Standards of Customer Services Skill sets to
ensure proper education of the caller’s bill and inquiries such as; payment assistance, adding in
health insurance, bill concern and escalated/elevated situation.
COVERGYS PHILIPPINES INC.
ACCOUNT: TIME WARNER CABLE (MAR 2014 –NOV 2014)
TECHNICAL SUPPORT REPRESENTATIVE
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Lawrence Jenikko M. Nolasco, resume 2020
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Supports internet connectivity concerns. Providing top notch expertise in IP addresses, modem
and router with Customer Service Skills in order to allow high quality standard of supports to the
customer’s needs.
ALORICA PRC INC.
ACCOUNT: VERIZON ONLINE COMMUNICATIONS (MAY 2013 - FEB 2014)
DSL AND POTS TECHNICAL SUPPORT REPRESENTATIVE
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DSL technical support dept. that manages, support with orders with phone/internet, emails and
static IP configurations with modem/hardware concerns
Providing quality customer experiences with the entire placing the order upon installation,
registration and usage of the service.
Helping out Consumer and Business. Supports Plain Old Telephone Services.
SYKES ASIA INC.
ACCOUNT: CENTURYLINK (AUG 2012 – MAY 2013)
DSL TECHNICAL SUPPORT REPRESENTATIVE
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DSL technicians on the phone that’s provide maximum education and troubleshooting with the
consumer and business network/internet connectivity concerns as well as hardware/modem
concerns.
Supports Consumer and Business DSL connectivity, MAIL SMTP services, Devices such as Android
and IOS, and other inquiries related to DSL connection.
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Lawrence Jenikko M. Nolasco, resume 2020
UPSKILLS AND TRAININGS
FIRST TIME LEADER TRAINING:
Phase 1 2016: Knowledge and technical training that will upskill one individual true leader
potential. The course includes interpersonal skills, time management, management styles, how
to conduct meetings, presentation skills and coaching 101.
Phase 2 2018: Honing the leadership skills, advance learning in coaching, feedforward, creating
new leaders, knowing priorities and advancing to the ladder.
Career Objectives:
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Contribute positive results/deliveries.
Hone employees for career advancements.
Gain/acquire knowledge to produce positive outcome.
Extend career and stay in the business in conjunction to business continuity.
To seek opportunities in moving up to the ladder.
Career Highlights and Achievements:
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March 2020 Team leader – Zeny Lapasaran 631666
February 2020 TOP LEADER – Patient Calling
Process Leader Advancement 2019
June 2019 TOP TEAM LEADER – Patient Calling
January 2019 TOP TEAM LEADER – Patient Calling
July 2018 TOP TEAM LEADER – Patient Calling
February 2018 TOP TEAM LEADER – Integra
February 2018 MOST IMPROVED TEAM – Integra
WFM Promotion 2019 – Jezel Gime 632057
QA Promotion 2019 – Jamielyn Lomocso 632059
QA Promotion 2019 – Leah Valencia 631281
SME/CRS Promotion 2018 – Adonis Matthew Ardiente 631440
SME/CRS Promotion 2018 - Aprielle Kristine Del Soccoro 631442
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Lawrence Jenikko M. Nolasco, resume 2020
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HR Recruiter Promotion 2018 – Jessel Jane Lusarez 631417
Process Trainer Promotion 2018 – Claro Maylon Jr. 630931
Process Trainer Promotion 2018 – Vincent Ray Adlaon 631291
QA Promotion 2017 – Jovelyn Daiz 630315
Cluster Leader for AMR CEBU Site
Relocation to CEBU site – successful transition to help the site.
Team Leader Advancement 2017
SME/CRS Advancement 2015
Team’s Point of Contact 2014
EDUCATION:-: OUR LADY OF FATIMA UNIVERSITY
ACCOMPLISHED AS OF FOURTH YEAR IN COLLEGE (UNDERGRADUATE)
BACHELOR SCIENCE IN NURSING LAGRO, QUEZON CITY-: FAR EASTERN UNIVERSITY (NRMF)
ACCOMPLISHED AS OF FIRST YEAR IN COLLEGE
BACHELOR SCIENCE IN PHYSICAL THERAPY FAIRVIEW, QUEZON CITY
CHARACTER REFERENCE:
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Prashanth Rajashekar – Senior Manager Service Delivery -
Joven Singian – Assistant Manager (IMMEDIATE SUPERVISOR) -
Joan Marie Monera – Co – Team Leader -
Marvin Dave Montero – former Mentor Senior Manager Service Deliver -
Edmundo Erispe Jr – Co – Team Leader -
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