Lily Sahagun

Lily B. Sahagun Block 2 Lot 14 Camella Del Rio BF Resort Village Talon Dos Las Piñas City M:- E:- SUMMARY OF QUALIFICATIONS Has strong knowledge of quality management principles and practices in order to define and deploy Quality plan and recommend solutions for continuous improvements in an account or sub-function Proficiency in enterprise risk management and demonstrates broad knowledge of business, industry and organization strategy in order to be able to identify and bring fort risk management solutions to improve predictability and sustainability at the organization level Over seven years of experience in Business Process Outsourcing (BPO) and Customer Service Industry – roles ranging from Quality Assurance Analyst and Operations Team Leader Experience in NPS, CSAT, ISO and Risk audits Proficient in MS Excel, Word, Outlook and Powerpoint. Internet Savvy Skills: Customer Service, Quality Assurance (QA), Coaching, Internal Audit, Multi-tasking/Managing multiple priorities, Communication and Interpersonal Professional, Goal and result-oriented, flexible, independent, fast learner, driven and open-minded CAREER HISTORY AND ACCOMPLISHMENTS Infosys BPO Limited, Muntinlupa City April 2013 – Present Quality Control Specialist Strategic Quality Planning: Develops Quality management plan (As per SQP) based on process/client requirements in consultation with Quality Manager and COH, update SQP based in client commitments Process Management - Conducts client process audits, Identify gaps in execution process steps. - Provides feedback to agents/TLs. - Collects, collate and analyze process performance data on Quality, prepare and send the reports to managers - Provides accurate and calibrated transaction monitoring reports and feedback to the team in order to ensure compliance to quality assurance framework Process Control & Verification - Performs transaction monitoring and provide feedback to the advisors to prevent the transactional errors - Updates process quality checklist based on customer feedback and calibration sessions - Compiles and report quality performance data based on sampling plan. - Participates in huddles - Provides updates and feedback to trainers in order to reduce transaction error - Creates Engines for a large-scale transformations and ensure implementation -Identify opportunities for process improvements based on the transaction monitoring and process audit -Initiates and lead Six Sigma projects and continuous improvement projects -Analyze data with the basic QC tools -Develops action plans in consultation with TL and process manager and assist in implementation of action plans Benchmarking with multiple models - bring in best in class practices, create platforms for sharing best in class practices - Prepare best practice desks, share best practices followed in engagement at vertical and org. level, participate in best practice implementation initiatives in order to enable the engagement continuously improve performance Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.) - Tracks customer complaint and feedback through transaction monitoring in order to ensure complaints are acted upon Talent Management * Supports Quality Lead in training Transaction Monitors in the Transaction monitoring methodology - Acts as a buddy for a band B2 while training - Work as a coach Client Management -Participates in calibration sessions with the client, provide root cause analysis for weak performance. - Reports and track implementation of corrective actions based on performance in order to ensure stability of process performance ADHOCS as Quality Team Leader 1. Oversees QA Interns and Junior QA productivity 2. Conducts Quality training to QA Interns and Junior QAs 3. Conducts and document Goal setting with QA Interns and Junior QAs C3/Customer Contact Channels – BGC, Taguig City June 2012 to April 2013 Quality Assurance Representative Function: Responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by the company. Monitor/audit each assigned associate in accordance with company and client requirements Provides personal and proactive feedback to associates both in one on one session Tracks progress of individual associates; recommend performance action plans for associates who are not meeting established standards Works with supervisors and management to ensure that all associates are meeting quality standards Provides training as needed to both new hires and experienced associates Attends and contribute to both internal and client monitoring sessions Carry out reward and recognition programs as outlined by the company and the client. Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) Track trends and make recommendations for refresher and/or up- training to the trainer(s) Any other duties and responsibilities assigned by management of the company AEGIS PEOPLE SUPPORT INC. – Makati City Aug.2010 to April 2012 Team Leader / Supervisor Function: Handling after-sales customer service for Telecommunications account. Serve as mentor and coach to the reps on the floor and act as first point of escalation for client-specific issues Ensure timely, accurate and consistent delivery of updates to the agents Provide clarifications and guidelines to enhance agent’s understanding and competence relative to client-specific information and handling different customer transactions Provide specific performance feedback on a weekly basis Work with the agents to achieve development objectives and performance targets Conduct performance appraisals for team members Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit Address agent needs and concerns, performance and motivation issues, and conflicts Assume responsibility and accountability for the team in the absence of the Team Manager by ensuring coverage, productivity/efficiency, and quality of service delivery FREE FILIPINO PRINTING INC. – Makati City Oct.2009 – July 2010 Administrative Officer / Co-Owner Function: Performs routine clerical and administrative functions such as drafting proposals and correspondence. Organizing and maintaining paper and electronic files. GLOBE TELECOM INC. – Mandaluyong City Oct.2007 – Sept. 2009 Customer Service Rep. Function: Resolving customer concerns and issues by giving them assistance thru phone, also promoting company’s products and services. HOUSTON HYDROTECH PRODUCTS AND SERVICES – Taguig City Apr.2007 – Oct. 2007 Executive Secretary Function: Performs routine clerical and administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files and providing information to callers. EDUCATIONAL BACKGROUND ADAMSON UNIVERSITY Batch 2007 Bachelor of Arts in Mass Communications – Major in Broadcasting TRAININGS ATTENDED Concepts of Data Analytics, Infosys BPO Limited, January 2014 Introduction to Six Sigma; Yellow Belt Training, Infosys BPO Limited, November 2014 Quality Management Systems, Infosys BPO Limited, August 2014 Root Cause Analysis, Infosys BPO Limited, July 2014 7 QC Tools, Infosys BPO Inc. March 2014 Transactional Analysis, Infosys, February 2015