Business Coach: November 2016 – September 2019
o Hiring, training, coaching, and leading call center representatives as they provide support for clients/customers.
o Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explain expectations to employees. o Assisting other management team members in identifying trends and establishing call center goals.
o Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
o Ensuring staff members are achieving desired service levels
o Supervise agents’ attendance
o Call Monitoring
o Provide daily coaching and feedback
o Manages Agents’ performance in hitting their goals
o Create schedules for all my agents
o Check for the team’s moral
o Report team’s performance.
JP Morgan Chase & Company:
Telephone Banking Unit Manager: January 25, 2010 – November 2016
o Pioneered a site in Cebu City for Telephone Banking for 1 year 7 months
o Trains, mentors, and certifies team leads
o In-charge with Seat Utilization
o Board member for process improvements and initiates action plans
o Joins daily conference calls for Service Level and other production related calls
o Oversees team leads, peer coaches and telephone bankers for retail consumer banking services
o Establishes operation standards involving efficiency, productivity, quality, service level, and other critical metric.
o Attendance and Absenteeism Pillar Member.
o Manages employees’ performance in hitting their goals
o Conducts meetings for Unit Managers, Team Leads, Peer Coaches and Telephone Bankers
o Motivates and inspires team members and facilitates problem solving and collaboration