Mary Grace Corral

CORRAL, MARY GRACE G. --JOB EXPERIENCES • Manager, Operations || January 2017 – September 2022 AT&T Prepaid – Concentrix, Quezon City, PH • Team Leader, Operations || May 2013 – January 2017 AT&T Prepaid / AT&T Mobility – Concentrix, Quezon City, PH • Customer Escalations Support || May 2011 – May 2013 AT&T Mobility – Concentrix, Quezon City, PH • Customer Service Support || April 2010 – May 2011 AT&T Mobility – Concentrix, Quezon City, PH • Technical Support Representative Level 2 || August 2009 – April 2010 Verizon Online HSI – Teleperformance, Ortigas, Pasig City, PH • Customer Service Support || March 2008 – February 2009 Semperian – General Motors Financial – ICT Group Inc., Shaw Boulevard, Mandaluyong City, PH SKILLS, KNOWLEDGE & EXPERTISE Summary: • People Management – up to 100+ FTE previously handled as manager • Performance Management – client KPIs; CSAT, Resolution, AHT/Efficiency, Productivity, Attendance – Performance analysis, action planning, and coaching to achieve performance targets • Customer Service Support – overall experience of 14 years in managing and delivering Best in Class Customer Service experience • Data Analysis – data-driven decision making, reports creation and review, skill gap action plan creation • Strong presentation, meeting facilitation, and written/verbal communication skills – comfortable collaborating and influencing different individuals from all levels of the organization • Multi-tasking and Time management skills – handling and tracking multiple details and tasks at a time • Operational Workforce related processes operation – schedule creation, staff/attendance monitoring, and service level maintenance • Training / New hire – curriculum optimization, conducting training and skill development • Human Resource / Recruitment / Talent Acquisition – Company-related policy implementation, hiring process review, conducting interviews • Business / Project management – creating, implementing, and sustaining SOPs that will lead to the organization’s success and growth • Employee engagement – fun activities for the team as part of reliability and retention action plans • Proficient in using Microsoft Office tools – Microsoft excel (advance), Word, Powerpoint, Access, etc Operations Manager / Team Supervisor • Previously managing a team of up to 8 team leaders and 100+ FTEs at a time • Analyzes, implements, and maintains all Client driven & Financial levers performance improvement plans as needed • Lead and guide direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance • Conducts regular one-on-ones with direct reports to review individual performance, the performance of their team and provides on-going developmental coaching • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner • Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc.) • Manage and reviews operational reports (Attendance adherence, PIP, Client scorecard, Metrics management reports) • Create and maximize relationships with client partners through regular meetings and calibration/alignment sessions related to business and service quality reviews • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement • Adapts departmental plans and priorities to resolve operational challenges Customer Escalations Desk Team Manager & Schedule/Workforce Management: • Reviews and provides structured guidance to the entire program’s support agents handling customer escalations • Facilitates Calibration Session with the support agents and Quality Team to ensure escalation calls are handled based on client standards and aiming towards successful performance of the program • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards, as well as positively impacting program GM targets • Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes • Partners with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team and the program New hire Support: • Supporting group of up to 4 Team Leaders handling new hire agents (up to 60+ FTEs at a time) from training hitting production • Providing guidance to a team of 25-30 coaches supporting new hire through weekly touch base, and triad-coaching observation sessions • Providing guidance and constant collaboration with the recruitment team to ensure program hire quality is fit to the program needs thru interview calibrations, interview questionnaires optimization and conducting operations validation interview. Also regularly meet recruitment lead to review each class’ hiring profile correlating to their operations CM & Financial performance • Strong collaboration with the training team to ensure agents deployed to operations are able to complete expected quality of learning by regular review of curriculum, class observations, conducting mock call sessions to trainees, etc • Strong collaboration with the operations team of managers to ensure agents graduating post transition stage are well endorsed and highly upskilled to continue with their regularization Team Leader / Supervisor: • Handling a team consisting of 15-20 team members at a time • Provide weekly coaching/feedback sessions with the team members about their client value metric and financial performance • Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. • Effectively interact with these team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in them, maintaining open lines of communication and being an advocate for team members • Creates and discuss bi-annual performance appraisal to the team members • Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc. • Actively take end-to-end ownership of employee issues that require liaison with others. • Consistently use and promote Company recognition programs and develop and promote performance incentives • Participate in other factors related to team management such as recruiting efforts, attend calibration sessions, participate in conference calls, etc. • Act as a change agent and demonstrates flexibility by working varying shifts and providing leadership during unanticipated events. • Take on additional duties on project or site committees while maintaining daily duties • Maintain phone skills while applying knowledge to day-to-day project experiences. • Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring Customer Escalations Support / Customer Service Support / Technical Support: • Strong interpersonal, written, communication, and relationship-building skills • Proven time management and strong multi-tasking skills - Manage inbound and outbound calls efficiently • Excellent customer service and support skills, able to work well under pressure and follow through on items to completion • Proven skill in positively handling difficult customer and be able to engage them to resolving difficult call scenarios • Detailed and service-oriented, maintain confidentiality and sensitive information, adhering to strict data privacy standards • Possess the ability to work in an independent fashion with little supervision EDUCATIONAL ATTAINMENT: Tertiary University of the East C.M. Recto, Manila Bachelor of Science in Information Technology CHARACTER REFERENCE: Christian Mangaser Senior Operations Manager, Concentrix Philippines - -