Paula Veronica O. Capili
Operations Supervisor / Team Leader
Amazon Operations Manager / Product Researcher
Customer Service
EXPERIENCE
The Kaizen LTD - Amazon Operations Manager
APRIL 2021 - PRESENT
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Responsible for keeping Amazon IPI above 597
Ensure the team is happy, content and aligned with the goals
Assist Admin staff and ensure they are hitting their KPIs
Ensure that the group chat rooms are engaging, useful and valuable
Keep the rota and annual leave sheet up to date
Confirm that repricing is controlled
Provide training for incoming new VAs for the team
Telus International Philippines, Mckinley Exchange - Coaching
Consultant
JUNE 2017 - JANUARY 2020
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Monitors and audits the coaching sessions of the Team Leaders to
ensure adherence to the company coaching process. Provides
feedback to help the Team Leaders improve coaching effectiveness.
Prepares materials on coaching and facilitates discussions with Team
Leaders regarding their coaching challenges and best practices.
Facilitates coaching audit calibrations with Operations Managers and
Quality Leads in order to ensure consistency of standards for coaching.
Facilitates Coaching Excellence certification training for Team Leaders
to ensure alignment in understanding of the company process for
coaching.
Process Audits. Performs internal inspections/audits to measure
compliance and identify areas for improvement in Customer
Experience related processes that impact operations’ ability to deliver
superior results to its clients.
Reports coaching excellence results, process audit findings and
updates during meetings of key stakeholders. Discusses issues and
identifies possible interventions with concerned departments.
Telus International Philippines, Mckinley Exchange - Operations
Supervisor (Email Support)
FEBRUARY 2015 - MAY 2017
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Ensures the profitability of the program by driving for the attainment of
Client-Specified KPIs and Targets. Monitors the queue to ensure that
service metrics are met, as well as monitors sales metrics through
proper Coaching, Consequence management, etc.
Upholds company policies as it relates to the program/s and drives for
adherence to such policies. Ensures that he/she checks on attendance,
schedule adherence, and decorum in the workplace are executed for
uninterrupted operations and to uphold the Company’s standards of
professionalism.
Coordinates with Workforce for net staffing requirements and
scheduling of agents given leaves,absences and attrition. Requests for
overtime or 6th day work in order to meet service metrics by efficiently
handling the forecast and / or spikes in call volumes.
Drives for the recognition and reward of top-performing team members
by ensuring the pay-out incentives and the provision of additional roles
and responsibilities for succession planning / leadership development.
Dutifully conducts performance planning / appraisals / feedback
meetings and accomplishes the necessary performance appraisal
forms in order to assess high potential team members
Ensures that proper action is taken for non-performing associates/CIAs
as well as those with documented infractions against company
policies.
Provides coaching and mentoring to associates and team Captains
who do not meet their metrics , and carries-out the appropriate
disciplinary actions.
Coaching Triad for assigned TLs : 7 per week
MOD Schedule assignment
Synnex-Concentrix, Libis - Operations Supervisor
NOVEMBER 2013 - NOVEMBER 2014
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Provides real time feedback and coaching
Manage break schedules
Monitor / Audits agent calls for QA calibration
Provide assistance for Supervisor calls / call verification
The account is a mixture of Technical Support, Billing and Sales
Top Team Lead for CSAT for April, May and June
Top 6 Team Lead for February 2014
Top 5 Team Lead for August 2014
Cluster POC
Serco Global Services, Mckinley Hill Taguig - Operations Supervisor
MARCH 2011 - MAY 2012
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Supervises/monitors’ agent’s performance making sure targets and
metrics are met.
Provides coaching and feedback to agents’ performance on a weekly
and monthly basis.
Audit calls per agent to ensure that agents are following campaign
policies.
Make real time decisions to optimize resources and to address service
issues and demands.
Monitor agent’s sales and conversion rate on a daily basis.
Initiates ideas to improve and streamline the processes for the
account.
Provide the proper disciplinary actions for direct reports as needed.
Transcom Worldwide Philippines, INC. , Tiendesitas, Pasig Operations Supervisor
JUNE 2009 - MARCH 2011
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SWAT Team (August 2009 – November 2009) o Part of operations
team in handling a 3 week project based campaign in the Bacolod Site.
o Part of operations team in launching a campaign in our Bacolod Site.
(Account expansion)
Cross trained for DTA Activations Tier 1, DTA Order Entry and DTA Tier
2 (Helpdesk).
Provide continuous coaching and feedback to agents about their
performance.
Responsible for managing knowledge, profitability, quality and
effectiveness of the team.
Effectively lead and manage the team to meet company and client
objectives.
Provide assistance to Human Resources by conducting initial
interviews for applicants.
Handled a 2 week program for DTA Activations and RTP Chat Support.
Monitor queue of call
Transcom Worldwide Philippines, INC. , Tiendesitas, Pasig - Customer
Service Representative
SEPTEMBER 2008 - JUNE 2009
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One of the 20 Pioneer agents for the DTA campaign.
Responsible for providing customer care activities for defined client
projects.
Performs assigned customer service, telemarketing and Back Office
duties the best way to meet company objectives in all areas of
employee, client, and shareholder satisfaction.
Activate boxes of Comcast customers for cable service.
Provide troubleshooting assistance to customers having video – cable
problems
United Laboratories Inc. - SAP Project Assistant
JANUARY 2008 - AUGUST 2008
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Collate the Master Production Records for uploading to SAP
Test data and seek validation of the accuracy of the data from owners
Layout the Task List to be used for Master Recipe of SAP
Gather data from the hard copies of the production records; format,
map and layout the data as designed by the team
Input gathered data into Master Recipe Template
Conducted a review of the existing Routing Standards of the subsidiary
manufacturing plant (Unilab Manufacturing).
EDUCATION
University of Santo Tomas, España Manila - Bachelors Degree in
Chemical Engineering
JUNE 2002 - MARCH 2007
TRAININGS
SEO Training (Lejit Online Virtual Assistance Academy) January 2022
Amazin Online Arbitrage April 2021
Amazon Seller VA Masterclass March 2021
Lean Six Sigma Yellow Belt Feb 2017
Certified 4 Star Coach – Coach of Excellence October 2016
Did Well Coaching: A Coaching that works July 2009
TL Certification: Motivate, Inspire and Lead July 2009
TOOLS USED
Applications / Google Workspace
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Google Docs
Google Sheet
Google Slides
Google Forms
Google Calendar
Data Studio
Microsoft Office
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Excel
Word
Powerpoint
Other Tools
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Zendesk
Keepa
Bqool
Asana
Trello
Helium 10
Amazon FBA Calculator
Canva
Strikingly
Amazon Seller Central
FBA Multi Tool
Zoom
Slack
Pumble
Skype
Whatsapp
Discord
Google Meet
Contact Information
Email:-Skype: live:paulaveronica.capili
Mobile: -
LinkedIn: http://www.linkedin.com/in/paulacapili/
