Richard Agenar

Address: Blk 36 Lot 18, Fiesta Community, Angeles City Pampanga Mobile No:- Email:-:- Richard S. Agenar CAREER OBJECTIVE To succeed in an environment of growth and excellence and earn a job which provide me job satisfaction and self development and help me achieve personal as well as organizational goals. EMPLOYMENT HISTORY Nov 2013 – May 2017Atlantic Contact SolutionsAngeles City Pampanga Sr. Operations Manager Current Role: Program Management Develops and maintains partnerships with clients to increase business and client satisfaction Functions as link between company and client Schedules, coordinates and facilitates client communication Sustains and grows business partnerships with client by offering proactive solutions Identifies problems, analyzes trends and implements corrective and preventive actions Implements business operation and service solutions utilizing the continuous improvement process Maintains updated client contracts by documenting changes in scope and conducting periodic reviews Prepares, implements, maintains and reviews existing client projects Staffing projection complementing Tasks volume growth and forecast Regularly achieve and exceed client service level agreements and quality/customer satisfaction targets Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary Account Management Accountable for the proper recruitment of staff Accountable for the performance of supervisors by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making Sets up objectives and gives rewards and recognition to the team once they achieve it Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor Accountable for the teams efficiency and utilization Communicates company policies Financial Responsible for updating PnL and DTF (Daily Tracking File) Responsible for the accurate tracking of costs related to or billable to the client Responsible for the accurate and timely (monthly) invoicing of clients Responsible for ensuring that all related prices, costs etc is kept up to date Creates budgets and forecasts Measures and tracks financial performance against forecast and budget Communication Provides effective communication and feedback to staff Prepares and presents both written and verbal communication to clients and colleagues alike Is able to communicate effectively regarding projects, at short notice and under pressure. Staff Management and Development Mentors and develops direct reports Assists in the identification of staff training requirements Properly sets client expectations and proactively manages project scope Develops rapport and trust Delegates to staff and holds them accountable Client and Account Management Develops client relationships Identifies and creates client interest in additional services Demonstrates confidence in managing client resources Capable of complex scenario analysis and planning of contingencies Rapidly gets to the root cause of issues Designs appropriate analysis and works with team to implement analysis Responsible for meeting client Service Level Agreements Planning and Organizing Delivers reports on time as requested by the client Reviews and evaluates the service levels achieved by the group and of project plans. Ensures that the team is sufficiently- staffed to provide a quality service for the clients. Plans the monitoring of staff performance Working to Objectives/Results-Oriented Consistently meets budgets Plays a lead role in the account team Recovers quickly from set backs Defines and manages achievement of client performance objectives Effectively controls difficult client situations Keeps all commitments made to the client Consistently demonstrates sound judgment Maximize revenue and measure costs for group ________________________________________________________________________ Oct. 2007 – Nov 2013Sutherland Global Services Clark field Pampanga Sr. Account Manager Nov. 2004 – March 2007Ondemand Customer Solutions Makati City Call Center Manager Feb. 2002 – Nov. 2004SVI Connect Ortigas, Pasig Team Leader Jan. 2001 – Feb. 2002SVI Connect Ortigas, Pasig Call Center Agent June 2002 – Jan. 2001 Abenson Sales Corporation Makati City Account Executive Mar. 1998 – June 2000 RGA Builders and Realty Mandaluyong Division Manager Jul. 1997 – Jan. 1998 Filipinas Dravo Mandaluyong Marketing Assistant Feb. 1993 – June 1997 Filinvest Land, Incorporated San Juan, Mla. Tripping Coordinator ______________________________________________________________________ EDUCATION CollegeSTI College 1989 – 1993 Edsa Crossing, Mandaluyong City Computer Programming SecondaryDon Bosco College 1985 – 1989 Gen. Kalentong St., Mandaluyong City ElementaryDon Bosco College 1979 – 1985 Gen. Kalentong St., Mandaluyong City PERSONAL Date of Birth: May 31, 1972 Place of Birth: Sta. Ana, Manila Civil Status: Married Nationality: Filipino Height: 5’6” Weight: 135 lbs. ______________________________________________________________________________ TRAININGS ATTENDED SVI Connect Speech Training Listening Skills Building Confidence Rapport Building Closing Skills Ondemand Customer Solutions A Life On Higher Awareness (ALOHA) Seminar Management Skills Training Sutherland Global Services Mortgage Training Pro-Lite Leadership Retreat Six Sigma Yellow belt Training Six Hats Mental Toughness Management Training (Jorge Valverde) Source of Energy Stress Control Commitment to Excellence Behavior Leadership Skills Goal Setting Respectfully, Mr. Richard S. Agenar