June Irwin C. Santos

Experience

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  Air Relay Corporation

  Apr 2006 - Aug 2007

  Telephone Sales Representative

  • Receive lists of prospectus customers and make calls to each customer regarding credit card acquisition• Open calls with good greetings and confirm permissions from customer to continue with the conversation• Inform customers about the advantages and ease of use of credit cards• Convey customers about the financial and social background of the bank and its abilities to provide credits• Take follow ups with frequent callings for customers with busy work schedules• Maintain sale sheets and report it to the immediate supervisor at the end of each day Show less

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  EServices Global Solutions, Inc.

  Aug 2007 - Mar 2008

  • Monitor phone calls to make sure call center employees are in compliance with the rules and regulations of the client• Help telephone sales executives use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals. • Hit the required key performance indicators and daily sales quota• Provide an effective and timely response to a range of customer concerns• Strike a positive and cooperative tone with both customers and co-workers• Demonstrate best judgement in disbursement of adjustments and credits• Increase the customer experience by providing information on new products, rate plans and services through up selling opportunities

  • Quality Analyst Trainee

    Nov 2007 - Mar 2008

  • Telephone Sales Executive

    Aug 2007 - Oct 2007
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  Global Contact Services (GCS)

  Jul 2008 - Mar 2013

  • Issue instructions and assign duties to CMRs• Supervise and coordinate activities of CMRs engaged in customer management activities• Observe and evaluate CMRs performance• Resolve complaints and answer questions of customers regarding services and procedures• Interpret and communicate work procedures and company policies to staff• Review and check work of subordinates such as reports, records, and applications for accuracy, content, and corrected errors• Made recommendations to management concerning staff and improvement procedures• Prepare, maintain, and submit reports and records, such as operational and personnel reports• Back-up to the Dialer Manager Show less

  • Supervisor

    Mar 2011 - Mar 2013

  • Customer Management Representative

    Jul 2008 - Feb 2011
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  Teleperformance

  Apr 2013 - Dec 2017

  • Responsible for getting new hires up-to-speed in understanding and learning Hilton's standards for them to sell our brands effectively and efficiently to ensure better site performance as well as customer and client satisfaction. • Manage 7-8 supervisors and around 100 to 120 hotel reservation specialists catering to a certain region in the US and worldwide• Develop supervisors to acquire the skill of effective team management, driving compliance and reports, interpersonal interaction, and skill transfer that would help develop their direct reports.• Coordinate with Recruitment, Training, and Workforce to identify headcount requirements for new hires.• Conduct Ops talks and FGDs to subordinates.• Plan, prepare, and devise work schedules according to budgets and workloads.• Plan and develop a nesting curriculum that fits the needs of the account - set up targets and step-up goals, device activities, verbal & written assessments, and create graduation conditions.• Evaluate the performance of previous batches through a 30-day Read-Out - identifying high and low lights - to improve the quality of succeeding hires. • Prepare an endorsement report that includes personnel data, performance, attrition, FGD summary, and morale health card status reports, to be handed over to the receiving LOB manger. Show less • Manage 15 -20 hotel reservation specialists driving performance and developing them to be at their best to far exceed the client’s expectation.• Interpret and communicate work procedures and company policies to agents• Provide training to agents to make sure they understand new policies and procedures• Provide real-time coaching, feedback, and assistance to agents to address skill-knowledge issues and opportunities• Play an active role in developing activities that improve performance and client satisfaction Show less

  • Assistant Call Center Manager

    Sept 2016 - Dec 2017

  • Supervisor

    Apr 2013 - Sept 2016
• 

  411 Locals

  Jan 2018 - now

  • Manage the Customer Service and Customer Protection Department for the support of the services offered by 411 Locals and their affiliates, in collaboration with other departments and functions of the company to achieve forecasted targets while innovating the processes, and managing the quality, growth, and continuity of the department. • Manage leads, dialer, and other systems with the help of other departments and direct reports.• Decide on skill development, coaching, and team structure.• Recommend internal methods, formats, procedures, incentives, and team structure. Show less

  • Operations Manager

    Nov 2018 - now

  • Associate Manager

    Jan 2018 - Oct 2018