Thomas Thaddeus B. Abella
Blk 12 Lot 50 Decca Homes, Basak, Lapu-Lapu, City. Mobile Phone: -
Email:-Service Delivery Director
Serves as a catalyst for change with a commitment to improving operational efficiencies.
Work with cross-functional teams to support strategic program goals
Communicate client business objectives and execute plans that fuel progressive change.
Results-driven business development leader with a unique facility for designing and implanting business objectives that meet service delivery needs. Leverage financial planning and budgetary management experience to ensure scopes of projects are met and maintained. Recognized for ability to lead projects from initial definition to blueprint development and overall execution. Work effectively with people from diverse professional and cultural backgrounds, and communicated ideas in clear easy-to-understand terms. Spearheads the launch of new projects, and apply innovation and creativity to fuel success. Exceptional project planning, organization, and detail orientation skills.
--------------------------------------------------- PROFESSIONAL EXPERIENCE-----------------------------------------------
Call Center Operations Management
(June 2009 to present)
Total Customer Experience (CSAT)
Email & Chat (68 FTE)
Client Relationship Management
Rewards and Fulfillment Programs
Process Improvement
Business Planning Management
Internal/External Staffing Capacity Business Continuity
PnL management before EBIT level
Current LOBs Handled:
CSR I (voice) FTE 48
Back Office FTE 52
Sales FTE 75
Tech Support II FTE 100 (Voice)
Tech Support II FTE 45 (Chat)
Team Leader
(March 2008 – June 2009)
Supervised 25 associates whose primary support is to provide best customer experience and selling right products
•Organized team’s schedules, staffing allocation, time card adjustments, and processed Front Line Agents (FLAs) documents for Human Capital concerns.
•Mentored and coached Front Line Agents (FLAs) on agent specific concerns such as performance, training and career development.
•Ensured all Front Line Agents (FLAs) understands the team’s Key Performance Indicators (KPIs), and thereby meeting and/or exceeding targets.
•Monitored agents’ performance and provided improvement programs for non-performing associates as well as developed rewards and recognition programs for the performing agents.
•Delivered correction action on Front Line Agents (FLAs) regarding infractions, violations, and non-conformance to company guidelines.
QA Analyst
(Oct 2006 to March 2008)
Supported AT&T
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Provides actionable data to various internal support groups as needed.
Prepares and analyzes internal and external quality reports for management staff review.
Customer Service Representative
(August 2005)
Supported Sprint Account.
Caters billing problems and account activation
Awards:
Recognized and Awarded as a Top Service Delivery Manager every year from 2010 up to present.
As part of the recognition, I was able to join Ken Tuchman (CEO) together with our COO and Senior VPs in his private jet going to Manila.
Achievements:
Increased Teletech Revenue by 85% through process improvement implementation.
Improved Teletech financials by reducing penalties and gaining reward through achieving Key Performance Metrics for 13 consecutive months.
Strengthen client relationship by being proactive in sending process recommendation that would help them reduce cost.
------------------------------------------------------- ---------- EDUCATION -------------------------------------------------------------------
- University of Southern Philippines
Elementary level - Southwestern University
Secondary level
- Southwestern University
Bachelor of Science and Information Technology
Character Reference can be provided upon request.
