Randolf Perez

Randolf Santiago Perez Address: 1 Legaspi Rd. Vista Verde Brgy. San Isidro Cainta, Rizal 1900 Mobile #: - Home #: - Email Address:- PERSONAL SKILLS • • • • • Strong communication and presentation skills Keen analytical and problem-solving skills Proficient in using Microsoft Office tools and call center applications such as but not limited to IEX, Call monitoring tools, Skill and Knowledge Enhancement Process, Hubstaff, and Salesforce Change management Group and 1:1 coaching WORK EXPERIENCE #TwiceAsNice Recruiting: 2023 - – 2025: Manager • Managed Business Development Representatives through coaching and action planning. Daily/Weekly/Monthly interaction with the business owners to provide review of the KPIs and continuous learning recommendations. 2023 – 2025: Manager handling Outbound Sales Acticall Sitel Group: 2008 to- – 2022: Operations Manager • Manage team leaders and agents by communicating goals and formulating action plans. Manages clients through daily/weekly/monthly reviews of opportunities, action plans and results. Manages financial metrics such as but not limited to BTP, lost hours and attrition. 2020 – 2022: Operations Manager handling Back Office and Chat Support 2011 – 2020: Team Leader • Manages and leads a team of employees. Communicates company goals and deadlines to the team. Aids the Management team, including training of newly hired employees and up-training of tenured agents. 2011 – 2013: Level 1 Inbound Customer Service 2013 – 2016: Level 2 Inbound Customer Service 2016 – 2018: Operations Check Point (manages newly hired employees to prepare them for production duties) 2018 – 2019: Level 1 Inbound Customer Service 2019 – 2020: Pilot Team Leader for Small Business Back Office and Operations Manager support for Small Business Inbound Customer Service 2009 – 2010: Subject Matter Expert / Coach Track Trainee • Provided direct assistance/support in relation to process and product knowledge 2008 – 2009: Customer Service Representative • Inbound customer support for a Canadian telecommunications provider COURSES TAKEN FOR PERSONAL GROWTH Listed courses below are taken through the inter-company learning modules offered by Acticall Sitel Group. Majority of the events are instructor led and there are some done online: • • • • • • • • Instant Coaching Action Planning Performance Management – Quartile Management Time and Priority Management Red zone and Intervention Advanced Microsoft Excel Lean Six Sigma – White and Yellow Belt Certified OM Growth Point o Team Leader Skill and Knowledge Enhancement Process o Financial o Bridge Plan EDUCATION Tertiary Member of PEER Counselor Society and Boys Scout of the Philippines Mapua Institute of Technology (Intramuros) 2005 – 2007 BS Computer Engineering (undergraduate) Secondary Mapua Institute of Technology (Doroteo Jose) 2001 - 2004 Primary Isabelo Delos Reyes Elementary School 1995 – 2000 PERSONAL INFORMATION Age: 38 yrs. old Birth date: November 4, 1987 Nationality: Filipino