Brent Malacad

Experience

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  Teleperformance

  Nov 2006 - Jun 2009

  Customer Care Specialist

  This role is responsible in resolving customer mobile phone issues and handling customer's phone activation issues. This position required a series of training on a proper way of call handling such as de escalation, call flows and transfers, and basic troubleshooting of wireless equipment's. This role is also responsible in assisting customers in purchasing phone units, accessories, and tracking phone orders.

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  SYKES Philippines

  Jul 2009 - May 2011

  Customer Service Representative

  Responds to customer request for balance inquiry, ATM debit card activation, card replacement or lost and stolen card, and transaction history, and operates in the technical and functional aspect of client telephone banking system. The Customer Service Representative acts on behalf of the client as main contact for customer queries and answer questions regarding their financial account, researches and resolves non complex problems/issues and escalate complex problem issues.

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  TTEC

  Jun 2011 - Apr 2016

  Operations Manager (Client Facing)

  Morgan Stanley Operations Manager (Client Facing)Partnered with clients to achieve strategic goals and ensure operational satisfaction. Managed both front and Back of House queue for a major US Financial firm. Operations Supervisor Provides supervision and coaching to 15-20 telephone banker to provide quality customer service. Partnered with Quality Department to ensure all calls are seamless and compliance on the call st6andard. Taking escalation calls for customer satisfaction. Worked with different departments to provide solutions for both internal and external queries such as WFM to ensure meeting SLA, HR for agents concerns. T-MobileCustomer Service RepresentativeThis role is responsible in resolving customer mobile phone issues and handling customer phone activation and billing issues. This position required a series of training on proper way of call handling such as de escalation, call flows, transfers and basic troubleshooting of wireless equipment. This role is also responsible in assisting the customers in purchasing phone units and accessories and tracking phone orders. Show less

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  Vistaprint

  May 2016 - Dec 2020

  CARE Manager

  CARE ManagerThis role is responsible service business unit (s) in a multi channel contact center enabling cross functional collaborations between operations, Marketing ,analytics and support teams. The CARE Manager will seek to improve key metrics through increased quality, consistent conversion and increased customer satisfaction. The role also bears a responsible for budgeting, employee morale and continuous improvement.Operations Supervisor This role is responsible on coaching/provides feedback to specialist to achieve and maintain in reaching their KPI's and goal. Participate in a global meeting to provide support on the project that's the business needs such as CAREFORCE, CAREKB migration. Partnering with different department such as HR, Payroll, IT to address some concerns. Conducting training to TP such as coaching basics to prepare them in providing coaching to new hires. Managing and maintaining the clusters attendance to avoid disputes. Find creative solutions to address both internal and external concerns. CARE Design SupervisorProvides supervision, mentoring and training team of designers. Resolves escalation raised by team members, customers and even colleagues from other CARE Design locations. Partnered with different department for operational satisfaction. Worked with recruitment for staffing. Show less

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  ERC (Enhanced Resource Centers)

  Oct 2021 - now

  Operations Manager