Victor B. Roa Jr.
Unit 1604 West Tower Bldg. Lumiere Residences, 182 Pasig Blvd. cor Shaw Blvd., Brgy. Bagong Ilog, Pasig City
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Work Experience
TRT Global Solutions Philippines Incorporated
Global Service Delivery Manager
November 2018 – April 2019
Unit 1804 RCBC Savings Corporate Center, 26th and 25th Streets, Bonifacio South, Bonifacio Global City, Taguig City
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Accountable for quality of service, client satisfaction against service SLA agreement, and ensures achievement of
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key performance indicators/project milestones
Establishes and maintains strong working relationships with clients and efficient new account transition
Conducts periodic meetings with clients to review satisfaction with current services and discuss potential needs for
expanded services
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Coordinates with different departments to ensure quality standards are adhered to during product implementation
Yew Tree Services Incorporated
Quality and Training Manager
October 2015 – June 2018
20th Floor Tower II, RCBC Building, 6819 Ayala Avenue Makati City
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Provided the operations team in managing the programs quality metrics by providing analysis of reports,
trending analysis and recommending process improvement techniques
Performed employee development and administrative supervision of a team of quality assurance analysts
Enacted and monitored compliance to program policies and procedures
Led/participated in calibration sessions (client and internal) to ensure consistency of monitoring and evaluation
techniques
Assists the training department in identifying process gaps from quality monitoring of new hires and tenured
agents.
Conducts and facilitates training for newly-hired employees and follow-up trainings for existing employees
when new process and updates are implemented.
Create, document, and disseminates any updates on business processes.
Yew Tree Services Incorporated
Shift Manager
April 2012 – September 2015
20th Floor Tower II, RCBC Building, 6819 Ayala Avenue Makati City
Sitel Customer Care Philippines Incorporated
Operations Manager
November 2010 – February 2012
25th Floor Cyber One Building, 11 Eastwood Avenue Eastwood City, Cyberpark E. Rodriguez Jr. Avenue, Quezon City
Sitel Customer Care Philippines Incorporated
Senior Customer Service Professional Coach
August 2008 – November 2010
25th Floor Cyber One Building, 11 Eastwood Avenue Eastwood City, Cyberpark E. Rodriguez Jr. Avenue, Quezon City
Sitel Customer Care Philippines Incorporated
Senior Technical Support Customer Service Professional
May 2007 – August 2008
25th Floor Cyber One Building, 11 Eastwood Avenue Eastwood City, Cyberpark E. Rodriguez Jr. Avenue, Quezon City
Convergy's Philippines Services Incorporated
Technical Support Representative
August 2006 – January 2007
49th Floor PBCom Building, Ayala Avenue Makati City
Medicall Philippines Incorporated
Market Research Interviewer
January 2006 – July 2006
1102 Corporate Center, 139 Valero Street Makati City
ICT Marketing Group Incorporated
Research Adviser / Floor Support
November 2004 - August 2005
19th Floor RCBC Plaza Tower II, Sen. Gil Puyat Corner Ayala Avenue, Makati City
West Contact Services Incorporated
Technical Support Representative
June 2004 - November 2004
28th Floor Export Bank Plaza Building, Sen. Gil Puyat Corner Chino Roces Avenue, Makati City
Sykes Asia Incorporated
Customer Service Representative
April 2003 - May 2004
27th Floor Robinsons Summit Center, 6783 Ayala Avenue Makati City
Education
Mapua Institute of Technology, Bachelor of Science Major in Electrical Engineering -)
Don Bosco Technical Institute (1986 - 1997)
Qualifications, Skills and Experiences
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Over 15 years customer service experience
Over 8 years of Leadership and Managerial experience
Extensive experience in team building and negotiation. Able to motivate and move a group toward a
consensus. Ability to manage teams effectively; measure progress, procedure results impact the business.
Proficient with Windows Microsoft Office, Adobe Products, PowerPoint, and numerous other software
applications.
Proven history of solving complex operational problems. Strong Dispute Resolution / Negotiation Skills
Results oriented; ability to write and craft smart, attainable, realistic and time-driven goals with clear lead
indicators.
Diving into data to identify the root of the problem and solving it (no matter how large or small the scale).
References
Available upon request
