Edward Brocklehurst

Experience

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  EPLDT Ventus

  Jun 2008 - Sept 2009

  Advance Customer Service Representative

  Answer incoming phone calls and provide support to callers experiencing TV and Satellite problems Dish Network. As an Advance Technical Support Representative we are expected to also resolve any service and bill related concerns. We also assist potential customers to sign up a new account.

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  SPi Global

  Sept 2009 - Feb 2014

  Establish quality monitoring and quality assurance processes within the Technical Support and Customer Service department.• Continually coach ACSR Agents on general communication strategies, skills, ethics, values, attitude, and other cornerstones of superior customer service.• Supervising 20 agents; monitoring 2 calls per agent for the week and providing feedback to motivate them to meet their Goal.Participating and representing our site for international QA calibration with verdor and Owned & Operated sitesConducting and facilitating local calibration for local QA groupGenerating and cascading QA Trend Reports Show less

  • Leadership Development Trainer

    Jan 2013 - Feb 2014

  • Quality Assurance Specialist

    Sept 2009 - Jan 2013
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  IConnect Convergence Inc.

  Mar 2014 - Apr 2023

  Managing the Social Media Command Center TeamThe team is tasked to deliver relevant social media news and updates real time. The team is also tasked to scan potential negative topics relevant to the Company.This team will create reports based on analytics gathered from different social media platforms.We will also create social media listening reports for various topics -- from brands, contents, businesses, properties, and others -- that are relevant to the Company and will help generate insights in deciding for the Company's next steps. The command center will help in decision making by presenting real-time data insights to optimize company strategy. Show less

  • Team Manager - Quality

    Sept 2021 - Apr 2023

  • Business Development Manager

    Apr 2021 - Apr 2023

  • Master Trainer

    Jan 2020 - Apr 2023

  • Team Manager

    Feb 2018 - Sept 2021

  • Training Specialist

    Mar 2014 - Jan 2018
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  CIS Bayad Center, Inc.

  Apr 2023 - now

  Managing team that proceeses escalated ticket requests. Ensures team meets SLA and provides quality customer experience. Report insights and recommendations to improve processes.Implementation of efficiency projects. Developing and implementing training programs to improve employee, partner, and vendor skills and knowledge.Ensuring that the company’s quality standards are met and that employees are providing high-quality service to customers and partners. Managing and developing a team of trainers and quality assurance professionals.Collaborating with other departments within Bayad to ensure that training programs are aligned with the company’s overall goals and objectives.

  • Manager - Exemptions Management Team

    Sept 2023 - now

  • Customer Care Manager

    Apr 2023 - now

  • Training and Quality Excellence Manager

    Apr 2023 - now