Victor Roa Jr

• Over 15 years of Customer Service experience

• Over 8 years of Leadership and Managerial experience

• Customer Service Advocate

I have worked in various BPO companies since 2002 and handled multiple clients in different sectors and industries. I have done Technical and Customer support, providing voice, and non-voice support. 

Responsible for establishing all campaign processes, building the team, hitting all campaign targets and getting it to be profitable as quickly as possible. Ensures operations delivery of client requirements as per contractual agreement

Manage the day-to-day operational activities of my program in coordination with the client representative and/or other functional units of the organization as it relates to manpower resources, systems & procedures & quality improvement efforts.

Coordination and Supervision - Coordinate, manage, and monitor the workings of various departments in the organization. 

Financial - Review financial statements and data. Utilize financial data to improve profitability. Plan effective strategies for the financial well being of the company. 

Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures. 

Human Resources - Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountability. Establish work schedules. Supervise staff. Monitor and evaluate performance. 

Communication - Monitor, manage, and improve the efficiency of support services such as IT, HR, Accounts, and Finance. Facilitate coordination and communication between support functions.

Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

Motivates and inspires agents to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities. Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.