ROLANDO SARABIA CUNANAN
Blk. 6, Lot 9, NHA Kasadyahan Housing Village,
Brgy. Balabag, Pavia, Iloilo, Phils 5001-||-
EMPLOYMENT HISTORY:
Asst. Manager - OperationsOct 2015–July 2017
WNS Global Services - Iloilo
Acted as Cluster POC wherein I supervised 6 Team Leads while at the same time handling my own team ensuring that all members of my cluster are hitting our programs key SLA’s, ensure that everyone are hitting all deliverables ahead of our deadline and ensure that all agents need are addressed, constant feedback through coaching is conducted, and updated with regards to any program update.
Provides weekly coaching, calibration and triad sessions for Team Leads under my cluster
Handled the program’s DSAT Outlier Management Team delivering consistent and positive results for all members through systematic analysis of opportunities and pinpoint execution and monitoring of action plans.
Developed initiatives/processes used by the whole program for a more efficient and effective working environment.
Conducts thorough and systematic deep dive analysis in order to determine areas for improvements for my subordinates and for the whole LOB.
Motivate, coach, calibrate and provide daily gap to goal requirements for agents to ensure they are in line with the program’s desired goals and to avoid escalations from clients.
Collaborate with other departments in formulating and executing action plans for the betterment of the whole program.
Team Leader Feb 2015–August 2015
STARTEK Inc. - Iloilo
Supervisor for a Cable vertical which handles retention and sales LOB's.
Conducts analytics through systematic deep dive analysis in order to determine areas for improvements for my subordinates and for the whole LOB as well.
Motivate, coach and calibrate agents to ensure they are in line with the program’s desired goals and to also avoid escalations set by clients.
Collaborate with other departments in formulating and executing action plans for the betterment of the whole program.
Team Leader Jan 2010 - Dec 2014
Convergys Phils. Services - Bacolod
Supervisor for a Cable vertical which handled different lines of businesses particularly sales, technical and billing LOB's.
Conducts analytics through systematic deep dive analysis in order to determine areas for improvements for my subordinates and for the whole LOB as well.
Motivate, coach and calibrate agents to ensure they are in line with the program’s desired goals and to also avoid escalations set by clients.
Collaborate with other departments in formulating and executing action plans for the betterment of the whole program.
Technicaland Sales RepresentativeFeb 2009 - Jan 2010
Convergys Phils. Services- Bacolod
Assist inbound customers regarding their technical and sales need.
Outbound Sales Representative Feb 2007 - Feb 2009
Callbox Inc.
Conducts outbound telemarketing, lead generation and appointment setting campaigns for our international based clients.
EDUCATIONAL BACKGROUND:
B.S. Computer Engineering2000 - 2003
Western Institute of Technology (WIT)
D.T. Electronics Technology1997 - 2000
Western Visayas College of Science and Technology (WVCST)
Secondary Eduction1993 - 1997
Jaro National High School (JNHS)
Elementary Education1987 - 1993
Iloilo Central Elementary School (ICES)
SKILLS:
Proficient in MS Excel, MS Word, MS Powerpoint
Excellent in both written and oral communication skills
Slight background in Lean Six Sigma (DMAIC and PDCA) methodology
CONTACT PERSONS:
JOE BAYLON
Learning And Development Program Manager, Expedia-
JOAN ALIMASA
Group Manager –WNS Global Services (Iloilo-
MARK MUNSAYAC
Site Director/ Director of Operations –STARTEK INC. (Iloilo-
WILLIAM ORTIZ
Operations Manager–STARTEK INC. (Iloilo-
CHRISTIAN SALVILLA
Operations Manager - Convergys Phils. Services -
JAIROH BALDEMOR
Former Sr. Operations Manager- Convergys Phils. Services (Bacolod-
