Sarian May Launio

 Sarian May Flores Launio An experienced BPO professional specializing in Customer Service Quality Management. Quality Leader supporting Global Accounts within the Technology, Customer Service and Sales portfolio. Leads a team consisting of account specific Supervisors, and Analysts who are focus on achieving contract mandated quality monitoring and coaching, scoring accuracy, reporting and analysis, and performance improvement. Work in partnership with internal and external stakeholder towards delivering a high-performance number. Provide insights on any possible risk and compliance on existing process and help the organization on redesign and improvement using Failure Mode and Effect Analysis (FMEA). An effective team player with previous notable performances in delivering profitable results to ensure goals are being achieved in the most efficient way. With an objective to work in a globally competitive company, to impart best practices in keeping an excellent work, and to demonstrate a good work ethic by having a character, passion and heart aligned to the company’s core values and vision. Experience September 2020 – present Operations Manager • Facebook • TDCX Philippines Recruit, select, train, assign, schedule, coach, counsel, and discipline employees Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions Plan and review compensation actions; enforcing policies and procedures Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends Develop operations systems by determining product handling and storage requirements; develop, implement, enforce, and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping Analyze process workflow, employee and space requirements and equipment layout; implement changes Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations Create Business Review Decks and Analysis. (Weekly, Monthly, Quarterly) Responsible for supervisors, with review/approval responsibility for all operations employees Manage relationships with key operations vendors September 2018 – September 2020 Quality Lead • Facebook • TDCX Philippines Coaches and develops Quality Officers Partners with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps, and additional needs, through performing various forms of call monitoring Acts as a resource and advisor to the account and the team through various forms of contact monitoring to ensure that agents are adhering to policies and procedures when meeting customers' needs and requirements Draft Quality Studies for Ops. Insights to be shared with client and other partners. Create Business Review Decks and Analysis. (Weekly, Monthly, Quarterly) Act as an SME for the program. March 2016 – September 2018 Quality Analyst • Microsoft • Convergys Coach and develop the Team Leaders monitored through audit the auditor sessions. Host and actively participate on internal and client calibration sessions. Do deep dives to identify site/Global trends and provide recommendations to address opportunities. Partner with the QA Leaders on creating standardized Quality processes. Submit daily, weekly, and monthly monitoring reports. Liaise with Business Analytics Team on value-add projects. Perform other duties and responsibilities as needed. September 2015 – March 2016 Customer Service Representative • Microsoft • Convergys Provide friendly and efficient service to the hospitality community of our client Be the first point-of-contact to handle and resolve customer concerns Respond professionally to inbound phone calls including urgent situations Identify and escalate issues appropriately Research information and troubleshoot problems using available resources Monitor and control numerous concurrent tasks in tandem Proactively and independently work to meet targets and goals November 2014 – February 2015 Team Leader Trainee • Macy’s • Sitel Philippines Inc. Metrics Accountability Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate. Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations. Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget. Employee Happiness Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals. Keep a regular and open line of communication with Leads to support and influence as needed. Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with CX leadership, direct reports and other business partners. Strategy & Planning Translate client company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives. Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer. Keep an active look out for risks, potential gains, and issues to anticipate advancements and opportunities to advance the team’s goals. Special Projects Lead and/or participate in CX-specific and/or client company wide projects that may be assigned by leadership. Seasonal or Special projects based on the needs of the team or the customer July 2014 – November 2014 Learning Specialist • Macy’s • Sitel Philippines Inc. Responsible for delivering induction and ongoing training both inbound and outbound contact center staff including company orientation, product, system and skills training. Liaise with Account Manager and Supervisor regarding the training requirements of staff in their client project related, offering your expert advice, assessing training requirements and organizing appropriate training. Conduct in-house training program and produce learning materials for staff as to improve their skills and competencies in their work. Conduct post training evaluation to measure training effectiveness. Maintain and track the Training and Development Database for each individual staff. Collate post-training results, analyze and recommend opportunities to management team for continuous improvement, on a monthly basis. To develop and maintain training material to the highest standards for internal and external courses. August 2013 – July 2014 Customer Service Representative • Macy’s • Sitel Philippines Inc. Understand customers' needs and assist in placing online orders, returning, and exchanging an item. Communicate with clients, via phone and chat and delivering outstanding sales experience. April 2012 – July 2012 HR and Marketing Assistant/Creative Writer • SD Solutions IT Outsourcing Inc. Education Polytechnic University of the Philippines Sta. Mesa, Manila Bachelor in Broadcast Communication Certifications Certified COPC Implementation Leader Integrated Management System (ISO 9001:2015 & ISO 27001:2013) Documentation. Lean Six Sigma White Belt Project Management Essentials Trainings Root Cause Analysis | FMEA Leadership Training GROW Coaching Model Six Sigma Yellow Belt Managing Meetings Resolving Cultural Gaps Performance Analysis Skills Strong communication skills, both written and oral. Has excellent analytical and listening skills. Works well even under pressure and with deadlines. Can accomplish a task with least supervision. Collaborative and able to work in teams or groups. Has a good leadership and managerial skill with ability to motivate teams and increase productivity. Willing and able to maintain an appropriate standard professionalism. Computer literate and proficient with Microsoft office programs. Ability to learn new systems and procedures quickly. Strong sense of accountability, reliability, and integrity. Ability to prioritize and handle multiple tasks in a challenging environment. Experience in Quality Check, Monitoring Log and Daily Reporting. 030 Paseo de Animales St. Santolan, Pasig City 1610 Metro Manila Philippines - -