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Founder - CEOMar 2017
SBS is a startip agency who offers the following business solutions: 1. Data Services Solutions & Virtual Call Center Solutions 2. Digital Marketing 3. Web & App Development 4. Sourcing and General Services Hire us today. Contact us at info at sambavierasolutions dot com and request free quote.
Director of Operations for ComcastNov 2016 - Mar 2017 (4 months)
I oversee 450 FTE's of the project. The program handles billing with a blend of upselling sales for Comcast Corporation. I am responsible for the entire value chain of the call center(Sourcing & Recruitment, Training, Operations and Quality). My daily tasks include monitoring call center KPI's like attendance, attrition, service level and the client KPI's which are FCR, VOC, Sales and CPC.
Business Director for AT&T UverseMay 2016 - Nov 2016 (6 months)
I handled call center operations for AT&T Uverse with 600+ FTE's . It's a blendid program that handles customer service, billing and tech support. I was responsible for managing daily operations of the call center and at the same time ensuring PNL targets are realized on a monthly basis.
Director of Operations for ComcastOct 2014 - Apr 2016 (1 year)
I handled 4 call centers supporting the Comcast program for Convergys. 3 of these centers where in the Philippines and 1 in India. Total FTE was around 1,800+ and the program has several line of businesses like billing, technical support, back office support and new products support. I was responsible for managing enterprise daily operations focussing on service delivery. Aside from meeting client and company KPI's, I also am responsible to make sure PNL margins are met on a monthly basis.
Sr. Manager of Operations for ComcastFeb 2012 - Sep 2014 (2 years)
I managed our call center operations in Bacolod for comcast with 500+ FTE's. Key responsibility is to ensure service delivery of the contact center and 100% attainment of client KPI's. I am rsponsible for daily management of attendance, AHT, SL, Attrition of the center as well as delivering client KPI's.
Global Sr. Manager of Sales Operations for ComcastFeb 2011 - Jan 2012 (11 months)
I handled sales operations for 4 call centers of Convergys handling the Comcast Program. I was responsible for managing the sales performance of the centers. This was an inbound program with a conversion target of 45%.
Manager of Sales Operations for Citibank North America (Cards Dep't)Aug 2009 - Feb 2011 (1 year)
I managed the sales performance of our center handling Citibank, NA program. This was with 400+ FTE's and key sales metrics where balance transfer conversions and sales compliance.
Sr. Team Leader for ComcastJan 2008 - Jul 2009 (1 year)
I handled 2 teams with 30 FTE's for technical support line of business for Comcast. Daily responsibility includes coaching, attendance monitoring of the team to name a few.
Team Leader for AppleCareMar 2006 - Dec 2007 (1 year)
I handled a team of 12 agents of the AppleCare program of Peoplesupport. This was the technical support program of Apple in Peoplesupport for desktops and laptops. Key metrics where CSAT, Resolve Rate and AHT at that time.
Asst Team Leader for LinksysFeb 2005 - Mar 2006 (1 year)
Assistant Team Leader for Link2support, handling technical support for Linksys company. We handled routers and home networking support for North America.
Area Sales SupervisorOct 2002 - Jan 2005 (2 years)
I work as a retail supervisor for a local company that imports high-end kitchen appliances into the Philippines. I was responsible for retail sales for 2 areas i the country.
Marketing ProfessionalMar 2001 - Sep 2002 (1 year)
I was a car sales man for Toyota Phils assigned to Northern Mindano area.
Bachelor of Science in Information Management1997 - 2001 (4 years)
Project Management (2013)Ateneo Business School
3 days course certification for Project Management. This was sponsored by Convergys.