Paul Anthony Magat

 Paul Anthony L. Magat-;- Loteria Compound, Tanguile St., Villa Liwayway Subdivision, Maysan, Valenzuela City Professional Experience Automatic Data Processing (Philippines), Makati Site Team Leader Implementations (ACA) – Benefits (July 16, 2015 – July 6, 2016) Manages a team of 13 Implementation specialists in all aspects of operational and production concerns Coaches associates to ensure that metric goals are met or exceeded; provides constructive feedback and develops talent for the betterment of an associate’s professional development Handled client escalations through managerial calls and email correspondences Communicates various types of organizational information to associates and colleagues Ensures client meetings of associates are not being missed Meets with US partners weekly to discuss goals and targets of the business unit Team Leader Client Services – Payroll (February 10, 2014 – July 15, 2015) Manages a team of 9-12 Senior Analysts in all aspects of operational and production concerns Coaches associates to ensure that metric goals are met or exceeded; provides constructive feedback and develops talent for the betterment of an associate’s professional development Handled client escalations through managerial calls and email correspondences Leads regional division in coming up with initiatives for process improvement and associate engagement Collaborated with US counterparts and various shareholders for daily operational concerns regarding cases, escalations and process improvement Generates a myriad of reports and relative documentation for utilization in daily processes and ad hoc tasks Member of the business unit’s Engagement Team (CYL Team); provides engagement venues to ensure associate involvement and high satisfaction with work-life balance Trained in the following fields: Stellar & Quality First Training – June 2014 SPi- Global CRM (Formerly ePLDT Ventus), Pasig Site Ad-Hoc Operations Supervisor Air Asia (October 1, 2013 – February 7, 2014) Oversees overall program performance Ensure target metrics and service level agreements are met Develops performance of the Team Leaders – Operations Team In-charge with client interaction Team Leader Air Asia (January 21, 2013 – September 30, 2013) Handles Domestic / International Reservations Provides one-on-one coaching and training discussions with agents Facilitates incoming concerns and complaints of clients Manages Key Performance Indicator of agents Provides floor support as POC / OIC on behalf of the Operations Manager SPi- Global CRM (Formerly ePLDT Ventus), Manila Site Team Leader Philippine Airlines Reservation (June 2010 – January 20, 2013) Handles Domestic / International Reservations, Mabuhay Miles, Ticketing, and Email split Provides one-on-one coaching and training discussions with agents Extends grammar training and business writing for email handlers Facilitates incoming concerns and complaints of clients Conducts personality development training and soft skills training Manages Key Performance Indicator of agents Provides floor support as POC / OIC on behalf of the Operations Manager and Operations Supervisor SPi-Global CRM (Formerly ePLDT Ventus), Fort Bonifacio Site Training Specialist 1800Flowers.com (March 2010 – May 2010) Conducted Training for Sales and Customer Service Simplified the process for updates sent by the client Came up with action plans per agent to help them meet their metrics Training Specialist Philippine Airlines Reservation (December 2009 – March 2010) Conducted Training for Reservation in Manila and Iloilo site Helped create a training module for Reservation and Ticketing training Simplified the process for updates sent by the client Came up with action plans per agent to help them meet their metrics Training Supervisor’s Point of Contact for Iloilo site SPi-Global CRM (Formerly ePLDT Ventus), Pasig Site Team Leader Holsted Jewelry (June 2009 – December 2009) Strictly implemented the performance management program by coordinating with Training and Quality per instance of sanction Provided sales techniques to exceed the quota assigned by the clients Came up with a template agents may use in documenting calls. Honed leadership and managerial skills of each agent. Did double evaluations of agents’ calls and when needed, intervened while on call before the agent commits a mistake Team Leader Sony Portable Audio (February 2008 – November 2008) Strictly implemented performance management program by coordinating with Training and Quality to identify agent’s opportunities Did a weekly mock call for the bottom performers to check on their familiarity with the account’s process and improve their call handling Improved the team’s metrics by doing constant analysis of the agents’ calls that received a feedback from the customers then using that analysis to conduct research for resolutions and training. Also came up with weekly cheat sheets and spot checks to ensure the agents familiarity with the updates and process. From the bottom team, the team consistently showed resilience, met the metrics and churned out top agents every month. Before the account was dissolved, managed to boost everyone’s morale to end the month with the highest FCR score among all the other sites. Holsted/Programmers Investment Corp. CSR (April 2009 – June 2009) Team Leader’s Point of Contact (April 2009 – June 2009) Sony Parts and Accessories Sales/Customer Service Department CSR (December 2008 – April 2009) Team Leader’s Point of Contact (December 2008 – April 2009) Sony Portable Audio CSR (July 2006 – January 2008) Subject Matter Expert (SME) for Sony Portable Audio account Assisted the Team Leader in doing administrative tasks such as various reports. Coached the other agents with their calls and concerns Guided and monitored the other agents whenever a Team Leader isn’t present. Tier 2 (escalation agent) for Sony Portable Audio and Universal Remote Commander account, Answered and resolved escalated calls Top agent for the month of January 2008 Awards and Recognitions SPi Global Center of Excellence awardee as TL Hero of the Year for 2011 PAL Annual Business Review awardee as TL Hero of the Year for 2011 Core Competencies Proficiency in MS Office applications: MS Word, Excel and PowerPoint Knowledge in PC assembly, troubleshooting, software installation and networking Highly trainable Excellent people management skills Can easily establish good interpersonal relationships Experiences in Customer Service, Sales, and Billing accounts (underwent formal training in these departments) Systematic and well-organized Willing to learn and adapts easily to changes Education B.S Business Administration Major in Management Manila Central University Epifanio delos Santos Avenue (EDSA), Caloocan City, Philippines 1400 -) - Undergraduate Children of Mary Immaculate College 22 Maysan Road, Malinta Valenzuela City -) Character References  Rommel Flores Team Leader, ADP Philippines Inc - -  Roberto Guillermo Jr. Team Leader, Northgate Arinso - -  Mitchell Marquez Team Leader, ADP Philippines Inc - - Personal Details Date of Birth: April 1, 1983 Citizenship: Filipino Age : 33 Place of Birth : Tondo, Manila