Rafael Manuel Miranda Facultad

Rafael Facultad Biñan City- #readytowork Work Experience Senior Unit Manager (Operations Manager) COPSSC October 2016 to December 2019 • Manages 5 call center teams (75 FTE and 5 Unit Managers) • Line of business focuses on credit card front line inquiries and processing • Responsible for monthly operational deliverables such as NPS, Quality, as well as Productivity and discipline metrics Marketing Technology Manager DSM Manila March 2016 to September 2016 • Manages operations for White and Case Marketing Technology team; comprised of CRM/Data Team, Email Marketing team and Matter Profiling team • Tasked with the delivery of email marketing publications, updates and data keeping of both White and Case contact and matter database. • Manages a team of 19 FTE's and 2 supervisors. Operations Manager Genpact February 2009 to February 2016 • Span of 120 FTE's. Two support verticals, 6 operations teams • Main responsibilities of achieving SLA targets, attrition management, project management, issue resolution, client management, training and growth of direct reports. • Operations management involving real time agent and supervisor monitoring on effectiveness and performance. Performance governance. Handling of client escalations and providing RCA. Preparation of weekly and monthly reviews to present to key stakeholders as part of the governance process. Shrinkage management to ensure daily operations is not impacted to receive intended volume. Employee engagement initiatives to boost morale and reduce attrition. • Work hand in hand with functional teams such as Business Training, HR, Finance, Recruitment etc. to ensure key projects and objectives are met. • Data analysis on KPI's (Handle time/ FCR/SDR/ CSAT) to identify misses and provide an RCA, to avoid and document gaps and ensure misses are mitigated and acted upon. Also analysis on trends and historical data to forecast performance based initiatives for continuous improvement. Assistant Manager HSBC EDPP May 2005 to February 2009 • • • • Leads a team of 12-15 Customer Service Agents which services the Bank's call centre operations Awarded as best Team Leader 3 consecutive months Awarded as most responsive leader Served as a CSR for one year and promoted as an Assistant Manager for Operations CSR/TSR Convergys October 2003 to May 2005 Technical Support representative for a US based ISP/Telecom provider Education Associate in Computer Technology in Computer Technology Systems Technology Institute 2003 Don Bosco Tech.Institute Makati City 1993 to 1996 Skills • Operations Management • Associate Development • Root Cause Analysis