Ralph Louie Santos

RALPH LOUIE TICMAN SANTOS 101 K8 ST. EAST KAMIAS, QUEZON CITY. Cellphone: - Email:--PERSONAL INFORMATION Date of Birth: August 27, 1986 Place of Birth: Manila City Citizenship: Filipino Gender: Male Marital Status: Single Languages: English and Filipino EMPLOYMENT HISTORY November 15, 2017 – January 17, 2018: Team Leader Anderson Group Philippines 11th Flr. Wynsum Bldg, 22nd F. Ortigas Jr. Avenue Ortigas, Pasig City • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operation, efficiency and service to both internal and external customers, • Provides statistical and performance feedback and coaching on a regular basis to each team member. • Writes and administers performance reviews for skill improvement. • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensures employees have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members • Creates and maintain a high-quality work environment so team members are motivated to perform at their highest level • Addresses disciplinary and/or performance problems according to company policy. • • • • • • • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuing calls are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns. Perform other related duties as assigned. August 12, 2017 – November 15, 2017: Consultant Febow Limited 23rd Flr. Unit 2304 Medical Plaza Building San Miguel Avenue, Ortigas • • • • • • • • • Conducts research to understand how a company functions and where a company can improve Analyses gathered information to form a hypothesis of company weaknesses and how to fix them Interviews all necessary groups, such as employees, management, and shareholders to aid in consultancy Runs workshops to train employees on updated protocols and rules Prepares reports, proposals, and presentations Stays current with latest trends in business and applies them to existing business models Travels to different job locations as required Evaluates competitors to pinpoint advantages or disadvantages in the current market Attends regular meetings to reevaluate new business model and adjusts as necessary • • • • • • Analyses financial statements including cash flow, net profit, expenditures, and revenues to find problematic areas Researches any organization dysfunction and provides solutions for improvement Prepares recommendations on organizational improvement Discusses long-term goals of the business as these goals pertain to a new business model Works with members of own team to offer different ideas Clarifies strategic and operational problems and successes with management February 2017 – April 2017: Service Desk Analyst Collabera (WiPro) 40th Floor Rufino Pacific Tower, Cor. V.A. Rufino, 6784 Ayala Avenue, Makati City 1226 • • • • • • • • • • • Act as a single point of contact for phone calls from staff regarding IT issues and queries. Receiving, logging and managing calls from internal staff via telephone. Maintaining an Asset Database and track changes. 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Phones, Handheld Devices, Laptops, PCs and Printers Troubleshoot network issues such as Network Infrastructure, mapping of devices or drives, connection issues thru port and Wi-Fi. Escalate unresolved calls to the infrastructure support team Log all calls in the Service Desk Call Logging system (REMEDY). Take ownership of user’s problem, follow up on the status of the problem on behalf of the user, and communicate progress in a timely manner. To maintain a high degree of customer service for all support queries and adhere to all service management principles. Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint). Provide stats for the weekly Service Desk report on call trends. • • • Publishing support documentation to assist staff with requests for information & provide staff training if required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. To arrange for external technical support where problems that cannot be resolved in house. January 2016 – January 2017: General Manager/ Director of Operations Access Healthcare Worldwide Inc. 2F-2B Business Center 10, Philexcel Business Park, Clark, Angeles City, Pampanga • • • • • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. • • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and • • reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. July 2013 – December 2015: Service Delivery Manager Samson Global Pathways San Carlos City, Pangasinan • • • • • • • • • Manages and Oversees Account/Program Operations Analyzes Financial Statement of Account as per demand and supply ratio. Anticipates needs of the Program such as workforce and peripherals. Day to day integration with clients for updates and deployment of new work around. Communicates and Handles Client processes for deployment and strict implementation. Creates Process Improvement Plans for optimum and efficient operations. Anticipates Client and employees’ needs and assures that it is delivered. Allocates Workforce according to business needs and shells provided by forecasting team. Maintains cost efficiency of day to day operations. • • • • • • • • • • • • • • • • • • • Maintains optimum quality of service Responsible for bridging Client to Company - Employee (Account Credentials, Up trainings, Etc.) Facilitates Training and creation of TNA Nurtures home grown potential Leaders Maintains the SLA Parameters within client standards Maintains company integrity by means of enforcing company policies Collaborates with client for Company and Employee Improvement. Creates analytical reports for both Business and Operations such as WBR, MBR and QBR. Nurture and Develop skills of production agents. Mentor and Empower Representatives in fulfilling their task of new role. Coaching and giving analytical feedback for production agents Monitoring quality of calls for production agents to provide feedback on what needs to be done. Creating analytical reports for agent development and as a team. Managing and developing teams. Ensure agreed customer service standards are consistently met. Supervise the day-to-day operation of the CC betting business. Consistently monitor staff levels and liaise with management regarding any adjustments required. Liaise with other Team Leaders to ensure a consistent approach to management of CC Customer Services Representatives and CC procedures Supervise the activities and work volume of Call Centre (CC) Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery July 2011 – May 2013: Academy Bay Coach Startek Limited Philippines 2/F Eton Corinthian Cyberpod Building, Ortigas Avenue,. Corner EDSA Quezon City, Philippines 1600. • Nurture and Develop skills of New Hire agents. • Mentor and Empower Representatives in fulfilling their task of new role. • • • • • • • Coaching and giving analytical feedback for New Hire agents Monitoring quality of calls for New Hire agents to provide feedback on what needs to be done. Creating analytical reports for agent development and ABAY as a whole. Managing and developing teams Developing Modules that are tailor fitted for every type of trainees Prepares reports for WBT,QBR and MBR Seeks new way to improve processes and collaboratively works with operations team for continuous improvement July 2010 – February 2011: Technical Support Representative/Subject Matter Expert - Apprentice VXI Global Solutions 1024 Global Trade Center Building EDSA Quezon City • Troubleshooting of IP - based Technology eg: IPTV, Internet/Broadband and CVOIP/or voice over IP • Providing General Inquiry eg: upselling packages for AT&T Uverse, Billing inquiry, and any other information. • Providing Support to Tier 1 agents by assisting them with troubleshooting, processes and Inquiries. March 2010 – May 2010: Service Delivery Associate (Contractual Employment) Ameriprise Financial Services WNS Global Services Inc. 1880, Eastwood City 9F 1880 Building Eastwood Avenue, Eastwood Cyberpark, Libis • Business Processing of Bank Request for Stocks, Bonds and Mutual Funds • Conversing with Bank clients and advisors for process review. • Providing Service delivery through Bank Processes February 2009 – March 2010: Technical Support Representative AT&T Broadband DSL Accenture 14F Robinsons Cybergate Tower 3 Pioneer St., Mandaluyong City • Troubleshooting Internet Connection Problems • Conversing with American Customers to solve problems • Establishing good relations with the client June 2007 – December 2008: Sales and Marketing Manager R.G. Santos General Merchandise (Air Compressors) Commandante St. Quiapo, Manila • Advertising our products to other companies. • Organizing of Stocks and Expenditures. • Quality Assurance of the Products. • Planning and experimentation of activities in finding ways to attract customers. • First in line representative when handling foreign customers. April 2005 – April 2006: Part Time Shopkeeper/ Computer Technician Fast Link Computer Shop N. Ramirez St. Quezon City • Installing various programs such as operating systems, MS Office, P2P programs, Games and etc. • Assembling of computer hardware • Computer troubleshooting EDUCATIONAL BACKGROUND June 2003 – March 2007: Bachelor of Science in Nursing Southeast Asian College Inc. N. Ramirez St., Quezon City, Philippines June 2001 – March 2003: High School St. Jude College Dimasalang St., Manila City, Philippines June 1999 – March 2001: Pay High School University Of Santo Tomas España, Manila TRAININGS AND SEMINAR • Red Hat Certification Startek Limited Philippines August 20 – 23, 2012 • SMART GOALS Startek Limited Philippines August 24 – 26, 2012 • Power of Coaching Startek Limited Philippines September 3 – 5, 2012 • Workforce Management Startek Limited Philippines September 10 – 12, 2012 • POS Programming and Setup Condor POS Philippines December 2 – 13, 2013 • Lean Six Sigma Yellow Belt Hewlett Packard Enterprise July 6, 2015 – November 2015