Louise Kim Nuyda

Louise Kim Nuyda Customer Service Program Manager Work Background Executive Profile To be able to impart my technical and analytical skills, as well as excellent customer service assistance to improve efficiency in resolving production problems that enhances profitability for the company and processes to achieve client-specified metrics while providing development to our analysts. Contact Details Mail:-Mobile: - Location: Cebu, Philippines Program Manager - Customer Service Forward BPO Ltd | November '19 - Present Coordinate with internal teams to create customer plan including specific responsibilities of each team, release schedule, program milestones and deliverables, terms of acceptance, etc Develop strong and trusted relationship with customers through timely and accurate communications. Work closely with customers in understanding project requirements and issues for successfully implementing business projects.Inform customers on business execution processes, marketing/sales procedures, etc.Facilitate meetings, calls, follow-ups and other communications with clients and management throughout the business project development and implementation stages. Languages English Filipino Cebuano Educational Background BS in Business Administration - Major in Operations Management Cebu Institute of Technology University Graduate BS in Computer Engineering Major in Applied Mechatronics University of San Jose - Recoletos 4th year undergraduate Operations Group Lead - IT Service Desk Tech Mahindra Ltd | October '18 - November '19 Manage overall Operations Delivery for Service Desk Processes. Responsible in managing Team Leads, Trainers, SMEs and Technical Reviewers from different band levels. Analyze KPI, Identify issues and trends. Conducts Root Cause Analysis and execute action plans to address identified performance gaps. Drive client meetings related to Processes, Quality and Training Deliveries. Conduct weekly and month business review with Internal and External stakeholders Responsible in ensuring every direct report complies with Client and Company’s set guidelines, policies, procedures, rules and regulations. Awards and Recognition Team Lead of the Quarter - 1st Quarter of 2014 Top Team Lead - Sept 2015 Top Team Lead - May 2015 Top Team Lead - June 2015 Top Team Lead - Sept 2016 Associate Consistency Excel 2016 Top Team Lead - Jan 2017 Top Team Lead - Feb 2017 Top Team Lead - Mar 2017 Team Lead of the Quarter – 1st Quarter of 2017 Top Team Lead - April 2017 Training and Seminars Attended ITIL ISP Technical Troubleshooting - Tier 1 Cisco Phone Configuration Windows, IOS and Android Mobile Phone Support HP Printer Support Microsoft Windows Applications support MS Office Applications Support Adaptability and Change Management Customer Service Chat and Email Support Advanced Excel Google Drive Services Team Lead / Supervisor - Technical Support Tech Mahindra | Febrauary '15 - May '17 Provide day to day supervision and management to direct reports. Ensure clear understanding of performance expectation, that they are properly trained and the have access to all tools and resources needed to perform high levels of productivity and efficiency. Coach and mentor direct reports to ensure goals are met and developed for their personal and professional growth. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal actions when goals are not achieved, including proper utilization of Process Improvement Plan (PIP). Handle transition of analysts from training to production. Identify opportunities, create strategies and provide immediate coaching to ensure metrics set are met prior endorsement to production. Team Lead / Supervisor - Sales and Customer Service Tech Mahindra Ltd | April '13 - February '15 Pilot lead for a newly acquired line of business (chat support). Interpret weekly and monthly business objectives and prepare/execute operational practices/work programs; cascade agreed processes or approaches on issues/problems to direct reports. Reviews quality and production. Develop and implement a corresponding plan of action to bring the situation to resolution. Acts as the Subject Matter Expert for the process; collaborates with Quality Analysts and Trainers in the aim of continuous improvement.