mmsanchez

Marissa Mendoza Sanchez Work Experiences February’06 to Present Dynamic Outsource Solutions Inc. Contact Services OIC Manager * Manages the Inbound Services and Backroom Services contact center operations and meet production standard for all Lina Group Companies Call Center requirements under DOS-1 BPO. This includes the Call Center of AIR21 (Fedex Local Counterpart in the Philippines) * Prepares and handles Project Management from acquisition of new project, client proposals and overseees over all call center activities. KEY TASK RESPONSIBILITIES: 1. OPERATIONAL DETAILS 1.1 Manage escalated customer concerns and ascertain the need to protect the business at the same time. 1.2 Analyze call trending report and be to implement required capacity requirements. 1.3 Implement business processes approved by Service Development Group. 1.4 Adhere to Quality assurance measurements. 1.5 Plan, recommend and implement initiatives that support meeting the quality standards set by management. 1.6 Manage timely and accurate submission of reports. 1.7 Implement operational initiatives to assure that service standards are met at all times. 2. ADMINISTRATIVE 2.1 Manage budget allocations and find ways to maximize costs and other resources. 2.2 Recommend amendments to operational policies and procedures. 2.3 Develop and manage training records of all Call Center employees. 2.4 Develop and manage movements of Call Center employees. 2.5 Develop and ensure timely submission of all training reports. 2.6 Ensure management of all training and communication tools. 3. STAFFING 3.1 Recommend and support training programs needed by the frontline. 3.2 Monitor human resource pool and manage career path. 3.3 Manage people development program. 3.4 Adhere to the implement of company policies and procedures. 3.5 Identify, evaluate and recommend training programs that needs to be conducted by a third party. 3.6 Recommend and justify budget allocations as needed. 4. COMMUNICATION 4.1 Develop and manage a communication tool that will provide timely and accurate dissemination of information. 4.2 Periodically evaluate the effectively of information software at all times. 4.3 Manage documentation of all communication efforts. 4.4 Manage tools for effective communication of relevant information. ADDITIONAL ASSIGNED SPECIAL DUTIES: 1. Support all management initiatives to achieve departmental goals and to further develop the business. 2. Liaise with customers for the conduct of a required training program as needed August ‘03 to January’ 06 AF2100 Inc./DOS-1 Licensee of FEDEX Corp. Team Leader –Trace 1. Trace Representative Performance Improvement § Reviews team and CS statistics (Call quality and Trace efficiency measures) § Listens to Trace Representatives’ live calls § Identifies TR strengths and improvement areas § Identifies actions plans in helping individual TRs address their weaknesses § Coaches TRs to improve their performance § Conducts formal weekly and monthly performance reviews with TRs and consolidates results for TRs annual performance review. 2. Take Team Leader Calls § Speaks with irate or upset customers who have asked for a Team Leader § Identifies and reports to management existing or potential package system problem and inconsistencies such as service failure trends, improper operations procedures trends, security problem (theft and losses) and cartage agent problems. § Receives customer problems, requests and complaints that include coordinating with concerned parties. § Mans a workstation during trace peak days and line balances whenever a team member is not present. 3.Program Improvement § Communicates issues and ideas with the CS Management Team § Initiates process improvement as necessary with Service Development Team. [login to view URL] § Aids in training for TRs § Assist CS Manager in providing training information to location personnel as necessary, provides guidelines to entry-level reps and coordinates with work between TRs. 5.Administrative § Identifies any TR who are sick or absent § Assist CS Manager in providing administrative guidance to ensure customer service representatives are well informed of the company’s new service policies. § Design shift schedule by maximizing headcount/manpower during trace peak days operations to meet and satisfy business requirements and needs, strictly implementing contingency measure and developing action plans to ensure that corporate standards and goals are met and not compromised. § Helps maintain documents of subordinates such as employee calendars, job descriptions, etc. § Performs and/or implements quality system and ISO-related activities. 6.Performs other related duties as assigned by immediate superior. Feb.1, 2002 to July 31, 2003 Airfreight 2100 Inc. Licensee of FEDEX Corp. Trace Representative 1. Receives customer problems, requests and complaints which includes coordinating with concerned parties if necessary, working out alternatives and preparing a written report on the progress of each cases whenever needed to provide immediate response and ensure customer satisfaction. 2. Provides feedback to all units concerned on such complaints and conflicts by identifying areas needing improvements as well as taking corrective actions to prevent recurrences. 3. Supports and contributes to departmental service goal via schedule adherence and effective trace handling to ensure service indicators and standards are met. 4. Traces inquiries and complaints on shipments by providing shipper, recipient or other inquiring party with status to update customer on movement and resolution of the complaint. 5. Performs and/or implements quality system and ISO-related activities. 6. Performs other related duties as assigned by immediate superior Feb. 16, ’01 to Feb. 01, 02 Airfreight 2100 Inc. Licensee of FEDEX Corp. Call Representative – Domestic § Handles continuous flow of incoming calls by operating a computer telephone technology to consciously answer customer inquiries on all service features and solve customer concerns. § Ensures maximum sensitivity and responsiveness to all customer needs and requirements by providing all required information including crating/packing services, domestic paperwork requirements, and rates and transit time. § Obtains efficient and relevant information for pick-up arrangement. § Assists customers and management by answering questions concerning airfreight and seafreight deliveries and package status. § Performs and/or implements quality systems and ISO related activities. § Performs other related duties as assigned. Oct. 9, 200-Feb. 15, 2001 Airfreight 2100 Inc. Licensee of FEDEX Corp. Call Representative – International 1. Ensures maximum sensitivity and responsiveness to all customer needs and requirements by providing all required information including paperwork requirements, rates and transit time to enable movement of shipments on a global basis. 2. Obtains efficient and relevant information for pick-up arrangement. 3. Performs other related duties as assigned. Nov.1999-Apr. 30 2000 DHL Aviation Phils., Inc. Receptionist/Switchboard Operator 1. Responsible for receiving/welcoming visitors, informing staff of the arrival and directing visitors to their destination. 2. Receives incoming calls and messages/mails. Operates the switchboard, processes incoming calls and places calls as required. 3. Produces airwaybill including proforma invoices through shipments processing system. 4. Assists Network Control Center in making flight alerts and paperwork’s processing. 5. Responsible in sending flight alerts through email and facsimile to different DHL stations. 6. Performs other tasks as assigned. Oct. ’98 to Nov. ‘99 DHL Aviation Phils., Inc. Villamor Airbase Pasay City AWARD RECEIVED: 1999 Employee of the Year May to Oct. ‘98 Amertron, Inc. SMT Department Material / Production Planner § Oversees daily production output based on customers’ requirements. § Responsible in setting-up the standard hourly production output based on the availability of materials and machine capabilities. § Coordinates with the customer regarding the availability of production supplies and materials through daily report and inventory with the coordination of general store. § Plans and control the material usage of the department. § Prepares and handles the monthly inventory, as well as the monthly gains/loss report of the department. § Handles the general files of the department, including the preparation of monthly budget. § Performs other tasks as assigned. Apr. ’97 to May ‘98 Amertron, Inc. Hewlett Packard Department / Production Team Leader § Oversees the production output on a shift basis. § Prepares all the needed materials and supplies of the production on a shift basis. § Monitors and plans for machine set-up/loading as per production planner’s advice or as the need arises. § Coordinates with the maintenance group regarding machine set-up and problems affecting the production. § Responsible in production operators’ appraisal as well as handling discipline and training. § Performs other tasks as assigned. AWARD RECEIVED: Candidate for the Outstanding Team Leader Seminars Attended § Basic Supervisory Skills Training Roxas Room, Atrium Hotel June 15-16, 2004 § Writing for Good Business Results Durban Function Rm, City Garden Hotel June 18-19, 2003 § Domestic Courier Course FEDEX Jan.20-21, 2003 § International Tracking and Tracing Course FEDEX Aug. 8-10, 2001 § ISO Awareness FEDEX June 29, 2001 § Call Quality Process Training FEDEX Nov. 16, 2000 § Care Program FEDEX Nov. 15, 2000 § Basic COSMOS FEDEX Nov. 13-14, 2000 § International Courier Course FEDEX Nov. 6-10, 2000 § Negosyo Forum Hyatt Regency Hotel Jan. 22, 2000 § Dangerous Goods Awareness (Advanced) DHL Aviation Phils, Inc. Feb. 16, 1999 § Dangerous Goods Awareness DHL Aviation Phils, Inc. Oct. 27, 1998 § Safe Lifting Technique DHL Aviation Phils, Inc. Oct. 27, 1998 § Safety Awareness for Employees DHL Aviation Phils, Inc. Oct. 26, 1998 § Service Directory DHL Aviation Phils, Inc. Oct. 22, 1998 § Basic Hub Induction Program DHL Aviation Phils, Inc. Oct. 20-22, 1998