Wednesday Ann Macaraeg

WEDNESDAY ANN A. MACARAEG 09 East Bayan Park Aurora Hill Baguio City, Philippines - Email address:-/- AREAS OF EXPERTISE: • • • • • • • • • • • Business Organizational Consultancy (Hiring Profile and Interview processes, business process documentation and implementation, process recommendations). Organizational Management (Creation of Standard Operating Procedure, Code of Conduct and Attendance Management Policy) Quality Management System (Quality Specialist/Analyst/Supervisor/Manager Roles and Responsibilities, Organizational Structure, Client QA Development, QA Tools and Applications) Customer Experience Management (Customer Experience Survey Analysis, Net Promoter Score Analysis and Improvement, Customer Journey Mapping Front and Back Office, Customer Experience Tools and Applications) Process Improvement and Compliance Management (Six Sigma Methodology) Qualitative and Quantitative Analysis (Six Sigma Tools and Methodology) Extensive skill and knowledge: technical (AT&T), financial (Green Dot), logistics campaigns (UPS) Hotel Management (Grand Zion Garden Resorts Hotel Inc.) Client Services Management (Internal and External Business Reviews and Presentation both local and International) VERINT Consultant (Speech and Text Analytics, AHDOC SQL) Excellent written and oral Communication (English and Filipino) Microsoft Applications TRAININGS and CERTIFICATIONS: • • • • Six Sigma Over View (2005) Tekki Repalda – Sitel Philippines Six Sigma Jump Start Training (2006) Michael Sibayan – Sitel Philippines Fundamentals and Application of Six Sigma using DMAIC Methodology (FASS) (2009) Michael Sibayan – Sitel Philippines Lean Sigma Yellow Belt Certified (2011) Judith Estradas – Sitel Philippines • • • • • • • • • • Lean Six Sigma Training - Basic Quality Tools (Pareto, Bridge Planning, Project Charters, Ishikawa, Gauge RnR) (ASQ) Certification 2017 – Transcom Worldwide Verint 360 Application (Speech and Text Analytics) Variation Based Management V.3 (2012/2013) CITZ (Coaching In the Zone) and BLITZ (Coach Blitz) C4Q (Coaching For Quality) (2006) BTT (Basic Training for Trainers) Coaching Techniques - Coach 101 (Building A Coaching Environment), Coach 102 (Building Effective Teams), Coach 201 (Team Development) Operation Manager Essential Training (Workforce Management, Forecasting and Business Objects) Associate and Team Lead SKEP (Skill And Knowledge Enhancement Program) Process Implementation and Project Management Training and Implementation INTERNATIONAL TRAINING and CLIENT ENGAGEMENT: • • • • • Monrovia Pasadena California U.S.A. November 2011 (GreenDot Corp) - Quality and Learning Management System Creator – Contributor – Resource - Training – Verint Salt Lake Utah U.S.A February 2014 (UPS United Parcel Services) - Quality Manager On Site Training and Client partnership – Quality Management Group Neuss Germany Europe November 2015 (UPS United Parcel Services) – UPS Site European Managers Strategic Meeting – Quality and Operations Verint 360 Training and Application 2017 – contributor for software application reports management Verint Consultant- – Speech and Text Analytics WORK EXPERIENCES: Grand Zion Garden Resort Hotel Inc. (October 2019 - Present) BMEG San Miguel Food Inc. – Bayle’s Poultry and Farm Supplies (Distributorship) Purok 9, Bulanao Tabuk, Kailnga Mt. Province Consultant – Organizational Structure and Process Improvement • Update and upgrade Standard Operating Process • Created Code of Conduct • Created Attendance Management Policy • Created Hiring Process • Created Performance Evaluation Process • Incentive Program Transcom WorldWide (2013 – 2019) Fontera Verde Tiendesitas Pasig, Manila City TQM – Senior Manager - QUALITY/PROCESS/COMPLIANCE/CUSTOMER EXPERIENCE Management • UPS (United Parcel Services) - Transcom WorldWide Philippines • Responsible for 3 major account KPIs (Quality performance, Compliance management and Customer Experience management) for all LOBs and Sites (Voice, E-mail and Chat) • Vendor Consultant Verint Application • Key Contributor for site expansion (Iloilo Philippines Site 2) – Recruitment, Site Design, Demographics) • Builds and designs process improvements for clients KPI • Manages over 1800 FTEs for 4 Major Lines of Business (Inbound Voice, Inbound Chat, HR, Escalations) • Vertical Reports – Quality Supervisor, Senior Team Leader – Customer Experience Manager - 24 Quality Assurance Specialists and Quality Assurance Analysts • Holds the record of 100% team retention for 3 years since implementation • Responsible for Overall Site Quality Metrics Performance and Client Scorecard o Solution Oriented Analysis on agent and site level performance o Weekly, monthly and quarterly Quality, CX and Compliance performance reviews for clients, interdepartmental management and stakeholders o Owner of Up-training initiatives (Performance Management Program) o Leads joint call calibration sessions with clients and internal management o Lead for CSAT/Customer Experience (Customer Satisfaction) Analytics and Reporting o Monitors team audit compliance and productivity o Monitors team career development through weekly coaching o Creates Process Improvement for Quality service, Customer Experience and Escalations o Lead Expert VERINT Speech Analytics • Operation Manager Interim/Onboarding New Operation Managers o Handled 7 operation teams (whilst being a QA manager) from August 2014 – July 2016 o Peak Season operations manager for 5 teams (whilst being a QA manager) from November 2015 – January 2017 o Manages Operation KPIs (quality, AHT, reliability, incentives, financials) Sitel Philippines – previous PEZA Cmpd. Loakan Rd. Baguio City Quality Manager GreenDot Corporation (2009 – 2013) • Overall Quality Manager for GDC • Manages Site Quality performance of 400 FTEs • Directly supervised 24 QAS for 7 Major Lines of Business (Debit Card Activation, Customer Service, Paypal E-mail Escalation, T2 Escalation, Lost-Stolen Dept, Loss management and Investigation, Special Services Preferred Customer group) • Lead for joint call monitoring with clients and management • Lead for quality reviews and initiatives • Monitors audit compliance and productivity • Responsible for the account’s analytics and quality reporting Quality Analyst and Supervisor AT&T (2004 – 2009) • Overall Quality Lead for DSL AT&T • • • • • • Manages Site Quality performance of 300 FTEs Directly supervised 45 QAs for 3 Major Lines of Business (Technical support, Escalations, Lead for joint call monitoring with clients and management Lead for quality reviews and initiatives Responsible for the account’s analytics and quality reporting Monitors audit compliance and productivity EDUCATION Bachelor of Science in OCCUPATIONAL THERAPY 2002 Pines City Colleges Magsaysay Ave. Baguio City Saint Louis School Center Girl’s Highschool Department 1995 Naguillian Road, Baguio City REFERENCES: Sherielyn Lorenzo Director – Transcom Worldwide- Ceasar Rain Manalaysay Process Improvement Manager (Business Excellence) – Transcom Worldwide- Angelica Chan Business Operations Manager / Owner – GrandZion Garden Resort Hotel Inc. and BMEG San Miguel- Juliet Bunag Director – Workassisted-/-