Sonny Mar Milla

 Sonny Milla Analytics Supervisor (1 year 3 months) ePERFORMAX Contact Centers Corporation     (- |-| Paranaque, National Capital Reg Experience     Mar 2016 – May 2017 (1 year 3 months) Analytics Supervisor ePERFORMAX Contact Centers Corporation | National Capital Reg, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Analytics, Business Improvement   Role Others   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 55,000       Sep 2015 - Apr 2016 (8 months) QA Supervisor TELUS Philippines | National Capital Reg, Philippines   Industry Call Center / IT-Enabled Services / BPO   Specialization Quality Control/Assurance   Role Quality Control/Assurance   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 40,000 I support/ am accountable for / work with - 26 QAs Track productivity 1 on 1 Coaching Learning and Development Time off/Leave request 4 OMs (w/ 840 CSRs) Daily/Weekly/Monthly Quality Performance Alerts (Internal Quality, CSAT, IRs, TL Certification, Variance Management etc) Weekly touchbase to discuss strengths and opportunities of each cluster. Facilitate process improvement/Brainstorming sessions. ADhoc requests based on the business need. 64 TLs (w/ 840 CSRs) Data Clarifications/extractions etc. Calibration Session Audit Disputes ADhoc requests based on the business need QA Framework Roadshow Learning Manager/Supervisor Training Needs Analysis (as needed) QA and Learning Touchbase (weekly) QA, Operations and Learning Interlock (weekly) Brainstorming sessions for Process/Performance Improvement My initiatives are as follows, but not limited to: 1. Created one-view dashboard for Quality, Operations, Learning and Executive management - 6 Week Quality and CSAT Performance Real Time alerts for immediate action planning - KPI Status/Health Trend, Root Cause and Cluster Analyses One-stop action plan repository based on areas for opportunities 2. Quality Framework Improvement and Redesign, with clients Participated with the QA Framework overhaul Suggested improvements - Quality Attributes, Weight/Impact Discussions of the New Audit Process/Target/Timelines etc 3. Created a PDCA to ramp up calibration session and simultaneously monitor and reduce variance in QA Audit. Created process document for standardization.       2012 - Aug 2015 (3 years 8 months) Quality Analyst Sitel Philippines   Industry Travel / Tourism   Specialization Quality Control/Assurance   Role Quality Control/Assurance   Position Level Supervisor / 5 Years & Up Experienced Employee   Monthly Salary PHP 41,000   Responsibilities: ● Monitor/Audit calls ● Create, maintain and improve QA Reports (Complaint, Error, Red Alert (Zero-Tolerance Protocols) ● Create Quality Dashboard for Business Views of all relevant business units. ● Conduct Weekly Call listening sessions with Agents and Coaches (Team Leaders) ● Validate Complaints and PNR Errors ● Attend/Lead weekly Calibration Session with Clients ● Create/initiate improvement plans/projects (Quality Board, R&R Program for Quality) ● Initiate Six Sigma projects for: Complaint & Quality Improvement and Attrition and Retention Management) ● Facilitate Six Sigma workshops to Team Members – did root cause analyses, brainstorming sessions, FGD etc. ● Do weekly 1 on 1 coaching with Team Leads ● Help in root cause analyses and provide recommendations/solutions to Coaches for Action Planning ● Do instant coaching with agents, when necessary ● Attend/Facilitate WBR for Quality Bits ● POC of one of the four LOBs (manage all relevant quality events) ● Create Process Maps/Documents (Call Dispute, Red Alert process, Complaint Process)       Jan 2008 - Jul 2008 (7 months) Customer Service Associate US Auto Parts Inc   Industry Automobile / Automotive Ancillary / Vehicle   Specialization Customer Service   Role Customer Service - General   Position Level Fresh Grad /