Robert Gerard Ranada

 ROBERT GERARD S. RANADA Block 74 Lot 13 Kalachuchi St. Deca Homes Phase III Indangan Buhangin, Davao City, 8000 --___________________________________________________________________________________________ An Experienced Team Leader with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Partner Coaching, Workforce Management, Contact Centers Management, and Business Process Outsourcing (BPO). A result-oriented, analytical and resourceful individual and a Bachelor’s degree holder from the University of Santo Tomas. Essential Functions/Core Responsibilities: Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring by following the organization's policy and accepted legal requirements. Effectively coaching direct reports on their performance regularly to ensure performance metrics are achieved. Ensure service delivered to clients meets contractual Key Performance Indicator (KPI’s) and financial expectations. Identify performance-related issues, develop an action plan for improvement, implement corrective action up to and including termination and employment. Ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability Stay current on the internal work process, policies and procedures. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. WORK EXPERIENCES: Concentrix / AT&T Cricket Wireless March 2015 to December 2020 VXI Global Holdings BV / Western Union Financial Services November 2012 to March 2015 Sutherland Global Services / AT&T U-Verse December 2010 to October 2012 Synnex – Concentrix Corporation / Linksys-Cisco February 2007 to December 2010 Convergys Philippines Services Corporation / SBC Internet Services-DirecTV Communication Coach December 2005 to February 2007 Essential Functions/Core Responsibilities: Evaluated associates in ensuring conversationally friendly interactions with customers are displayed. Provided partner sessions with agents to develop communication and interaction skills. Assisted the supervisor for communication development of associates. Participated in calibration sessions with Training and Quality to provide input for purposes of Instructional Design. Specialization: Training and Development: Convergys Phils. Services Corp. Technical Support Representative – SBC Internet Sevices February 2004 to December 2005 Essential Functions/Core Responsibilities: Processed inbound customer calls and effectively respond to customer inquiries and complaints and internet technical issues. Provide excellent customer service. EDUCATIONAL BACKGROUND: Post Graduate: Ateneo de Davao University; Master in Philosophy (2020) College: University of Santo Tomas; Bachelor of Arts Major in Philosophy (1995) Secondary: San Sebastian College, Manila (1985) Primary: Immaculate Conception College (1981) PERSONAL INFORMATION: Date of Birth: December 28, 1968 Place of Birth: Davao City Daughter: Patrisha Denneese M. Ranada Spouse: Myla Tullao Manabat CHARACTER REFERENCES: Readily available upon request. I hereby certify that all information provided herein are true and correct as to the best of my knowledge. ROBERT GERARD S. RANADA