Joel A. Profile

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Data Entry

Data Processing

Excel

Sales

Telemarketing

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$15 USD / hora

cubao,

philippines

$15 USD / hora

Atualmente, está 8:40 AM aqui

Ingressou em maio 1, 2012

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Joel A.

@joela0000002

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(0 avaliações)

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$15 USD / hora

cubao,

philippines

$15 USD / hora

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Expert Call Center / Contact Center Troubleshooter

10+ years in the Contact Center / BPO industry, have been Chief Operating Officer / Site Director / Head of Recruitment - managing different departments handling almost types of accounts.

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Itens de Portfólio

Achieves 4 Major Key Points - 1) Financial Profitability 2) Client & Customer Satisfaction 3) Employee Satisfaction 4) Metric Goal / KPI Goal Attainment

Results of Lean Six Sigma

You can't manage what you can't see. In case of KPI stats, its better to over communicate than under communicate. In my book, the revenue generating force of the company, the reps, are not just a number - they are part of a goal bigger than theirs, hence it becomes a crusade - and they become impossible to stop (performance wise).

Metric Awareness All Around

Regular SWOT analysis of different departments ensures you are on top of everything and a better support team for the revenue generating force of the company, the associates.

Ensuring Success in Different Departments

The only skill that can truly affect performance and achieve goals - this is where I am big at - driving the numbers by coaching to the proper behavior.

Coaching and Mentoring

Discipline, unknown to many, is the key determinant to success and failure in call centers. Strict implementation of guidelines, along with setting proper expectations from Day 1, is the key - but easier said than done.

Strict Implementation of Company Policy and Guidelines

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Experiência

TM Ltd

dez. 2010 - abr. 2012 (1 ano, 4 meses)

a) Oversaw and manage the recruitment team in Manila, including all 3 primary functions (sourcing / talent acquisition / data management), plus people skills development and background verification - on a daily basis b) Periodically plan sourcing needs / manpower delivery /profiling with various department heads on an agreed timetable c) Ensure timely delivery of resources (associates and non-associates) ; create internal job postings; manage seat allocation d) Manage site end to end recruitment activi

eMSO

jun. 2010 - dez. 2010 (6 meses, 1 dia)

a) Managed the daily operations of the whole site, including all accounts (small, medium and large accounts) with both voice and non-voice queues, sales and customer service, tech support, email, chat, and all back office work functions, all departments including HR & Recruitment, Quality, Training, IT, Facilities, Accounting & Payroll, Workforce, Client Management aside from Operations. b) Corporate Core Competencies - First Contact Resolution, Exceed Client / Sales Expectations, Site Profitabi

MBSTEK

ago. 2007 - mai. 2010 (2 anos, 9 meses)

a) Managed the dailly operations of the whole site, including the whole B2B operations of 2 internal clients, with both voice and non-voice queues, sales and customer service, website team, email, chat, and all back office work functions like trouble tickets, vending, etc. Also oversaw IT, facilities, inventory, quality, financial and workforce management. The account is 1100+ manpower all in all but highly diverse in nature with different organizational heads.

Educação

Masters in Business Administration Major in Entrepreneurship

1998 - 2002

(4 anos)

PhysicalTherapy

Our Lady of Fatima University,

1991 - 1996

(5 anos)

Qualificações

Life Insurance Commission

1997

HLURB

1997

Publicações

Art of War

Barnes & Noble

The Art of War is one of the oldest and most successful books on military strategy in the world. It has been the most famous and influential of China's Seven Military Classics: "for the last two thousand years it remained the most important military treatise in Asia, where even the common people knew it by name." It has had an influence on Eastern military thinking, business tactics, and beyond.