Mary Grace Corral

Hi. I am Meg and I'm an expert in Customer Service, People and Performance Management and development.

I have 14-year experience in the BPO industry supporting companies that are based in the US. With 9 years of working as an Operations Manager and Team Leader, 2 years as customer escalations support, and 3 years as customer service support. I supported one of the biggest Telco accounts in the US.

My proven skills are the following:

·       Strong People & Performance management – previously supported up to 100+ employees through performance analysis and review, creation of action plan, and coaching/feedback, specific to managing CSATs, Resolutions, Efficiency, Productivity, and attendance KPIs

·       Coaching – builds connection and trust with subordinates to be able to lead them through skill building and accountability administration

·       Development and Delivery of Top-notch customer service experience

·       Data-driven decision making, - Data analysis, skill gap action plan creation, report generation through Microsoft excel, access

·       Organizational processes creation, improvement, implementation and sustainment

·       Financial performance management - efficiency/AHT, staffing/attendance, productivity coaching

·       Staffing / Workforce management related processes – schedule creation and optimization

·       Client relationship management – regular client-facing agendas, performance reviews, calibration/alignment sessions

·       Quality - skill alignment, line items optimization, calibration/alignment sessions

·       Training/New hire – strong background in people development, new or tenured employees

·       Recruitment-related processes implementation, questionnaire review, conducting interviews

·       Strong presentation, meeting facilitation, and written/verbal communication skills – creating presentations through MS PowerPoint

·       Employee engagement – fun activities for the team as part of reliability and retention action plans of the organization

·       Very proficient with MS Office tools particularly Excel, Powerpoint, etc

I am a very well experienced people manager, proving that I am independent and resourceful, can easily be trained, reliable and responsible, have self-accountability, and know how my action impacts the organization.

I have a complete work setup at home including an i5 processor laptop, and up to 80MBPS internet connection, and I can start immediately!