Highlights:Was able to launch multiple accounts/campaigns such as Comcast, UPS, Samsung, CenturyLink, Sprint in the Philippines Call Center. Managed processes and improved them with impact to revenue and operations. Been the point of contact in the Philippines of some of the clients that I've worked with.

Skills:Account Management, Training, Quality, BPO, Call Center, Process Improvement, Quality Analytics, Training Needs Analysis, Performance Management, Call Center

Goal:To be able to apply my BPO expertise in Training and Quality and to share it with the people I work with. To ensure that all processes are mapped and continuously look for improvements to impact business.

Membership:SCOES - Society of Computer Engineering Students

Certification:Yellow Belt Six Sigma Certified by IBM Green Belt Six Sigma Trained by IBM Delivery Manager Certification by Sprint Integrated Internal Audit Review (IIAR) by IBm

Honor:2012 Piloted SpeechMiner tool in IBM's Telco Account June 2012 Fun Committee won the Best Team Award June 2012 2011 Manager that Shines – Best Manager for 1H of 2011 July 2011 IBM Global Process Services Townhall 30th Floor PBCom Tower, Makati City 2010 Received incentives from IBM 2009 Top Talent for 4 straight years Was sent to Tucson, Arizona to support the launch of an IBM site on January 2010. 2008 PBC Rating of “1” in 5 straight years 2008 Gallup Organization – 1 of the 41 Top Scoring Managers for 2007 January 2008 IBM Daksh Leaders’ Forum Crowne Plaza Hotel 2007 Winner – Best Ops Support Employee for 2007 December 2007 IBM Daksh Leaders’ Forum Ortigas 2006 Nominee – Best Ops Support Employee for 2006 January 2007 IBM Daksh BTO Day PICC Forum 2 and 3 Valedictorian - Corinthian High School Salutatorian - Lolomboy Elementary Schol

Account Manager - Training and Quality 02/2014 - 03/2017
STARTEK, Mandaluyong, Manila Philippines
Industry: BPO
- Training and Quality point of contact. Provides updates and plans for T&Q initiatives for the clients. - Communicates with the clients and ensures delivery of all client initiated and internal training courses.
- Audits new hire training delivery by observing trainers and ensuring that trainers are following an agenda. - Plans for the certification of the trainers and maps out T&Q processes for the campaign. - Creates Continuous Improvement initiatives in Training and Quality and in Operations. - Applies DMAIC process in VOC/CSAT programs in the center. - Standardizes curriculum and reviews Performance Management details in Training and Quality. - Designs and implements curriculum content. - Provides on site and remote support to off-shore and on-shore Training and Quality Teams. - Travels 25%-40% of the year to visit other sites and attend client trainings and conferences.--
Project Manager - Training and Quality (Launch and Implementations) 10/2012 - 02/2014
Transcom, Pasig, Mandaluyong Philippines
Industry: BPO
• Responsible for launching new campaigns by providing support for Training and Quality. • Creates the training plans and solutions for new campaigns and ensuring that we meet the training delivery of FTEs to operations.
• Creates processes for new campaigns to create the quality standards or improve existing processes from the client. • Manage the Launch and Implementations Team and ensure that development and mentoring activities are performed. • Responsible for launching new projects related to Training and Quality like launching new tools that will help in the productivity or efficiency of the Training and Quality Teams. • Was assigned as the Business Manager for a QA Revenue campaign. A group which earns revenue by providing support such as delivering the required Call Monitoring requirements and providing analytics. • Launched the program for a US Logistics company. Hired the Training and Quality Personnel for the program, created the Training and Quality Plan and Processes, engaged with the client in terms of Training and Quality strategies. providing analytics. • Currently supporting the largest US Cable Company as Training and Quality Launch Manager for a new LOB and consolidation/migration of an LOB from one location to our site in Manila.--
Manager - Training, Quality and Floor Support 04/2007 - 09/2012
IBM Global Process Services, Makati, Manila Philippines
Industry: BPO
? Manages 3 Support Teams namely Process Training, Performance Management/Coaching and Floor Support.
? Reports the New Hire attrition and performance to Operations and the client. Manages continuing education courses and creates modules that address Performance Management findings/readouts. ? Process Training – In charge of scheduling, managing resources and liaising with the recruitment team for hiring agents. In charge of client related certifications and delivery of HC to Operations. ? Performance Management/Coaching – In charge of Client Calibrations and Client Coaching Sessions. Streamlined the coaching documentations in Compass. ? Floor Support – In charge of support ratio and making sure that Floor Walkers are aligned to client updates and they have the tools to upload the questions that they receive. ? Assistant Focal point for Business Controls such as ASOD, KCO, MSA and PDs. Deputy Manager (Training/Performance Management/Flo--

Bulacan State University 06/2000 - 03/2005
Malolos, Bulacan, Philippines
Degree: Bachelor's Degree
Major:Computer Engineering
Completed the Computer Engineering course.

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