MYKA KHRISE VIEL "MYX" SION
BUSINESS PROCESS OUTSOURCE PROFESSIONAL
SPECIALIZING IN PEOPLE & PROJECT MANAGEMENT
AND CUSTOMER SUPPORT
PROFESSIONAL PROFILE
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I am a professional Business Process Outsource
professional for the past decade and a half that
specializes People and Customer Support Management
oversees in the US and Australia that worked with
companies like AT&T Business Solutions, Barclays Bank
and the likes.
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RELEVANT EXPERIENCE
CONTACT
Manila, Philippines
LinkedIn: myxowi
EDUCATION:
BACHELORS DEGREE IN MASS
COMMUNICATIONS
Pamantasan ng Lungsod ng Maynila
[University of the City of Manila
Year Graduated: 2006
SKILLS:
Risk Management
Turnaround Strategies
Vendor Management
Business Development
Process Improvement
Org Development
Planning & Implementation
SOFTWARE/CRM
FAMILIARITY
: Asana
Slack
WooCommerce
Shopify
Google Suites
Intercom
Airbnb, VRBO, Hostaway
OPERATIONS MANAGER [FULL TIME]
August 2020 - Present
Improve My Credit Fitness
Florida, USA
Oversee and manage a team of 5-10 staff members
and work closely with the CEO and reports
Operations Issues, findings, and successes.
Assists in drafting Operation SOPs and Training
Materials and evaluates individual performance and
overall Team effectiveness.
Processes Business Process Improvement such KPI,
Task Delegation, Approvals.
Point of contact of all VIPs, potential suppliers,
affiliiates and brokers.
Rectify high priority issues such as escalations
PROPERTY MANAGER [AFTER HRS SUPPORT]
May 2022- Present
Stay With Us
Florida, USA
Supports after hours only for about 20 Short Term
Rental Properties
Guest Management via Airbnb, VRBO, Hostaway and
Booking.com
Supports after hours only for about 20 Short Term
Rental Properties
Guest Management via Airbnb, VRBO, Hostaway and
Booking.com
Point of contact between guests, cleaners, plumber,
repair men and the likes
5-Star Review requests and followups
Managing Remote lock access for guests who change reservations
ORDER FULFILLMENT / SMM MANAGER
November 2020 - December 2022
Smarter Nutrition [Body Science Marketing]
Nevada, USA
Provides/Sends marketing advertisement, customer support, and order fulfillment via Chat
Support [Intercom, ManyChat and Shopify]
Track Order Fulfillment Completion
Manages, filters and review Facebook negative comments and offer solutions to those
experiencing issue with the orders
LICENSED FINANCIAL ADVISOR
January 2019 - July 2020
IBDO Life Assurance Company
Makati City, Philippines
Manage the investment, stocks, and life insurance of the business. Works from sales until
issuance of the said product.
Hit the goal on case counts (# of people required to sign up for the product) and annual premium
of 3.5M per year.
Conduct training and coaching sessions with the bank staffs to meet deadlines and quotas set
by the company
Monitor and maintain quality on how a specific product is offered to the client
Responsible for tracking the bank staff team performance as far as sales is concerned including
quality assurance.
AREA MANAGER [AT&T Business Solutions]
September 2006 - May 2018
Alorica Phillipines, formerly West Contact Services Inc.
Nebraska, USA
Managed the launch of Business to Business Service of AT&T Total Disconnect Group
forBusiness Voice Over Internet Protocol and Managed Internet Service teams. Manage
resolution for both operations and quality assurance that supports multiple types of resolution
transactions and case reviews
Handled approximately 20 Team Leads (Disconnect Engineers) and manage day-to-day planning,
operation and problem-solving service level components, ensure production goals within client’s
SLAs are met.
Daily engagement with employees and team leads to identify clear expectations for daily work
needing to be delivered and review escalated situations and review work items that have failed
outside of SLA.
Interact frequently with equivalent level managers and represents department to senior
management and provides direction ensuring that performance and quality standards are
maintained and identifying solutions to correct problems.
CLIENT SUPPORT TRAINER - AT&T Business Solutions
June 2010 - July 2011
Alorica Phillipines, formerly West Contact Services Inc.
Nebraska, USA
Pioneered, launched and trained Staff employees (18-24 participants) for AT&T Low Speed Service
Delivery, Billing Validation Group (BVG) and Managed Internet Service (MIS) whichinclude training
sessions, mini-courses, presentations, and client training presentations. As of date, the group has over
1,500 headcounts. All of which fell under the Business to Business backoffice end of AT&T.
Observed trainees to identify where they experience difficulty and taking instructional steps to clarify
information and conducted virtual training and refresher courses for employees both in Manila,
Omaha, and Oklahoma United States.
Track enrollment training participants and distribute enrollment information to respective
departments and thoroughly and accurately communicate policies and procedures relating to business,
procedures, philosophies, and conduct in training sessions
PRODUCTION TEAM MANAGES - Baclays Bank
June 2008 - June 2010
Alorica Phillipines, formerly West Contact Services Inc.
Nebraska, USA
Responsible for Coaching, Mentoring and Performance Management of up to 16 Account
Managershandling Inbound and Outbound collections calls ensuring that client’s account will
remain current.
Acomplish management responsibilities which includes sourcing, hiring talented team members,
provides on-going coaching and feedback, recognizing, and developing team members,
identifying and managing risks, and completing management tasks
Works hand in hand with the Quality Assurance team to maintain quality on the service being
provided and prevents “auto fail”
Developing and administering budgets, schedules, and performance standards for the group
CUSTOMER SUPPORT - EarthLink
September 2006 - June 2008
Alorica Phillipines, formerly West Contact Services Inc.
Nebraska, USA
Handled Inbound and Outbound collections calls
Handled cancellation calls for Dial-up, Broadband, Cable, WiFi, and VOIP Internet Service
Provider with aim of retaining existing customers through problem resolution and coordination
with different departments (installation Services, Master Technician)
Experienced in Sales, Customer Service, Collections and Retention environments
Consistent Top Performer Awardee with achievements in Most # of Sales, AHT, Quality, CSAT,
Collections Impairment and Conversion
