Randy Sobredo
135 Calancuasan Sur Cuyapo Nueva Ecija 3117-
CONTACT CENTER AND OPERATIONS MANAGER
Accomplished and results driven professional with strong managerial, human relations, and
quantitative skills. Acknowledged for well-defined understanding of the business interface and
the capacity to align client’s emerging needs with products and services. A successful and
diverse background spanning technical and healthcare operational management, service
delivery, client solutions, employee relations, employee retention, master coaching and
balancing the 3-Legged Stool
CORE COMPETENCIES
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EXCELLENT STRATEGIST – Provide outside the box solutions to problems that balance the client, the company,
and the people
EXCEPTIONAL ORGANIZATIONAL SKILLS – Through teaching and following development of employees this is a
demand in all workplaces that I have accomplished skills in through prioritizing
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STRONG SENSE OF RESPONSIBILITY – Acts with integrity, understanding that the best decision must be made with
or without and audience and knowing the positive and constructive results
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ADMINISTRATION AND MANAGEMENT - Knowledgeable of business and management principles involved in
strategic planning, resource allocation, leadership technique
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CUSTOMER SERVICE – Starting with employees first as employees are always going to be your first customer,
keeping your customers happy and engaged will allow for seamless transition to their customers
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COMPUTER SKILLS – Knowledgeable of computer programs to include Microsoft Office Suite (Word, Excel,
PowerPoint, Outlook).
AREAS OF EXPERTISE
Client Relationship Building
Quality Standards/Service
Training & Development
Employee Development
Employee Retention
Program Management
Recruiting
Performance
Management/Reporting
EXPERIENCE
Jan 2017 – March 2022
CSS Corp- JustAnswer (OM)
▪ INTL Partner Site CS Management
▪ Provide Coaching and Development to Leadership to obtain Core KPIs and reduce contact rate through
case ownership
March 2013 – Dec 2016
Team Leader- Sutherland Global Services
▪ Provide Coaching and Development to agents
▪ Deliver continued and re-current training
▪ Manage Attrition, Absenteeism, efficiencies, and customer satisfaction surveys daily
▪ Coached and mentored agents and Subject Matter Experts
JULY 2010 – March 2013
Escalation Agent for Walmart and GreenDot- Sitel Baguio
▪ Answers escalated call
EDUCATION
Mar 2005 -BS Nursing
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