Randy H. Lopez

RANDY H. LOPEZ Address: B5 L9 Camella Homes 1 Brgy. Putatan, Muntinlupa City Contact Details:- E- Mail Address:-EDUCATIONAL BACKGROUND College: University of the Philippines, Los Baños, 2008 Degree: Bachelor of Science in Agricultural Engineering Major: Agricultural Bio-Processing Secondary: Cuenca Institute, 2001 WORK HISTORY Assistant Manager – Operations/ Team Leader January 2012 up to January 2016 WNS Global Services Responsibilities:  Provide support and guide to frontline staff (CSA) to achieve and maintain productivity targets through situational leadership and management.  Provides direct assistance and support to other CS Team Leaders and Assistant Team Leaders.  Support and communicate business goals including Revenue, AHT, Service Levels, Quality Performance and Customer Satisfaction.  Responsible for launching and completing performance improvement initiatives.  Motivating and developing the team using skills analysis, performance management and providing learning and development solutions. Lead Coach – Operations/ Assistant Team Leader October 2010 to January 2012 WNS Global Services Responsibilities:  Serve as Assistant Team Leader and assume role of a team leader whenever necessary  Provide support and guide to frontline staff (CSA) to achieve and maintain productivity targets through situational leadership and management.  Support and communicate business goals including Revenue, AHT, Service Levels, Quality Performance and Customer Satisfaction.  Provide timely identification and response to agents’ needs and issues.  Responsible for launching and completing performance improvement initiatives.  Leading the team to fulfill their individual and team’s KPIs.  Motivating and developing the team using skills analysis, performance management and providing learning and development solutions. Senior Associate – Operations / Mentor April 2010 to October 2010 WNS Philippines / WNS Global Services Responsibilities:  Assists the Cluster Head (Transition Manager) in handling Nesters by motivating and providing them the necessary skills and product knowledge during transition period (Nesting).  Coordinates with TM’s and WFM’s in monitoring agents to meet the required Service Level.  Designs and updates templates for efficient gathering of CSAT data.       Provides assistance to respective Team Lead and co-supervisors by developing action plans to improve CSAT and looping them in the implementation process. Serves as one of the certified evaluators for the account to ensure completion of evaluation goal and meeting of Calibration targets. Process reports as requested by Assistant Operations Manager and Transition Manager. Help and enable bottom performing agents to improve their existing statistics by developing their analytical and critical thinking skills and by gaining better understanding of the product. Served as back-up evaluator to ensure completion of evaluation and calibration targets. Point of contact (POC) in gathering of CSAT data for further analysis of the Training Department. Associate - Operations May 2009 up to April 2010 WNS Philippines / WNS GS Responsibilities:  Provides the best customer service to the callers/customers.  Projects the professional company image of WNS Global Services and client through phone interaction.  Identify, research, and resolve customer’s issues using the computer system and available resources.  Recognize, document and alert supervisor of trends in customer calls. Freelance Writer April 2007 to November 2008 Freedom Writers/Essaywriters.net Los Baños, Laguna Student Assistant November 2007 to March 2008 Department of Horticulture College of Agriculture University of the Philippines Los Baños Student Assistant June 2007 to October 2007 Office of the Vice Chancellor for Community Affairs University of the Philippines, Los Baños Service Crew December 2006 to May 2007 Jollibee Crossing Calamba Calamba, Laguna TRAINING AND SEMINARS ATTENDED: Basics of Lean Six Sigma WNS Global Services Leadership Excellence Achievement Program (LEAP) WNS Global Services Young Leaders Development Program (YLDP) WNS Global Services Failure Mode and Effect Analysis (FMEA) Training WNS Global Services Root Cause Analysis (RCA) Training WNS Global Services Process Mapping Training WNS Global Services Fundamentals of Coaching WNS Global Services Transition Management Training WNS Global Services Time Management Training WNS Global Services Team Building and Motivation Training WNS Global Services AFFILIATIONS AND POSITIONS HELD: UP Epsilon Chi Fraternity, UPLB Radian Marshall (Membership Committee Head) A.Y- The League of Agricultural Engineering Students, UPLB Member (Membership Committee) A.Y- Philippine Society of Agricultural Engineers (PSAE) Member 2004 up to present Phoenix Judo Club, UPLB Philippine Amateur Judo Association (PAJA) UPLB Judo Varsity Team Member A.Y-, A.Y- AWARDS AND RECOGNITION: Best Team Leader (July- September 2013) Best Team Leader (February 2013) Secondary School: With Honors A.Y-, A.Y- Elementary: With Honors A.Y- REFERENCES: Available upon request.