My Humble Background

With more than 15 solid years of experience in the BPO industry, I have already developed and harnessed my skills in Verbal and Written Communication, Organizational Skill, Sales Skills and Personality, People Management, Drive Performance, Motivating People, and Correlating Output to Behavior Management.

I am well-versed in the following:

Lead Generation

Closing Deals

Maintaining Profitable, Amicable Relationships

Contract & Deal Negotiation

I have trained and assisted new hires and tenured sales representatives in managing client accounts, generating leads, and maintaining customer relationships.

Hitting the targets and quotas are the 2 major things on top of everything. Close rates must exceed expectations at all times.

I also used to work as an Email Support Specialist wherein I assist US online selling platforms in terms of order tracking, returns, and disputes. 

To give an overview of my background, I used to work as an Operations Manager for more than 2 years wherein I have 300+ Full Time Employees under my management, 8 Team Leaders, and 1 Senior Team Leader. I used to run 6 different campaigns under the Non-Voice Operations Department.

 

I have been equipped by my 8 years of experience as an Operations Supervisor from my 2 most proud sites, Teleperformance USA and Transcom Worldwide. The knowledge and skills in decision-making that have been fully developed by these 2 BPOs mold me to be wise enough to handle and cater to Business Operations.

 

I have been with Operations Management for almost 12 years now. With these foundations in terms of running a campaign, managing people, and making sure that at the end of the day, everybody will still have their jobs while meeting the client targets/goals, all I can say is that this is my passion.

 

My main Job Description as an Operations Manager before was to ensure that Operations is running smoothly and meeting the client targets on a daily basis and ensuring that each team agent under my management is regularly coached and closely monitored in terms of their Stats/Metrics, Attendance, Scheduled Breaks/Lunch, Quality and Client Escalations, Sales Production and all other client requirements. Working with my subordinates (Team Leads) payroll if needed, and Validation/Follow-up with the company's legal obligations like VLs, SLs Case Conferences, and other Labor Code – Employee Related rights and privileges. Attending Client Conference Calls and Weekly and Monthly Business Reviews.

I also worked as a Floor Manager in one of the Proctoring Centers globally for more than 2 years. My role as a Floor Manager was to ensure that all proctors who are assisting test takers in launching and watching their sessions are fully covered in terms of productivity and quality. Making sure that all proctors are coached properly and meet the Institutions/Organization's standards. Also, make sure that all proctors are aligned with the client and company updates. Another responsibility that I used to have as a Floor Manager was to ensure that Billable and Non-Billable hours met the target.