Jay Gonzales

Experience

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  Global One Solutions

  Apr 2006 - Feb 2007

  Outbound Sales Representative
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  CitiGroup Properties

  Mar 2007 - Sept 2007

  Customer Service Officer - Sales
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  HGS - Hinduja Global Solutions

  Oct 2007 - Jun 2012

  Sr Workforce Management

  Manage inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met.Real time adherence, monitoring and communication.Supervise 2 site for the telco CampaignRaise awareness to Real Time Adherence RTA issues that are impacting service level and aging objectives.Proactively identify improvement opportunities on things such as shift mix, hours of operation etc. Manage Outbound Contacts on Dialer, with minimal abort rate. Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process. Interface with Analysts, Team leaders, and other members of management Manage, update and report real-time activities in the department Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders. Record and Maintain a count of productive FTEs Capacity Management for sub-processes Work with Short Term Forecasting Team in CNO, for IDPs and Staffing. Leave Cap Formulation; provide advisory support on release of FTEs from the process. Communicate systems, voice response and Telecommunication issues to the department. Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives. Proactively identify improvement opportunities on things such as shift mix, hours of operation etc. Manage Outbound Contacts on Dialer, with minimal abort rate. Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process. Conduct weekly evaluation of the current run rate or current performance of the site and the programs handled to ensure that each site and program will meet the targetInitiate day to day interaction with the Vice President for Operations, Operations Directors, Operations Managers, and Client Operations & Client Services Show less

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  EServe

  Jul 2012 - Oct 2014

  Operations Manager - Sales B2B Venture

  Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance,B2B Sales Ventures), through improvements to each function as well as coordination and communication between support and business functions.Play a significant role in long-term planning, including an initiative geared toward operational excellence.Oversee overall financial management, planning, systems and controls.Management of agency budget in coordination with the COO.Development of individual program budgetsInvoicing to funding sources, including calculation of completed units of service.Payroll management, including tabulation of accrued employee benefits.Disbursement of checks for agency expenses.Organization of fiscal documents.Regular meetings with Executive Director around fiscal planning.Supervise and coach office manager on a weekly basis.Consolidate data for proposals.Contributes to or leadsre-Sales support activitiesProject set-up matters (Project set-up process ownership)Assist in analysis needs to ensures profitability Show less

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  Metrobank Properties

  Mar 2014 - Oct 2014

  Real Estate Manager

  Make presentations to help the client understand the investment opportunity and provide solutions with clear graphs, facts and figures.Guide the investors as well as first time home buyers to provide options for long term and short term investment strategies for the client.Assist clients in choosing the best home and investment based on their preferred location and other specific requirements.Constantly contact the clients and inform them about the updates of their investment. Show less

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  Outkor Inc

  Nov 2014 - May 2015

  Sales Supervisor

  • Supervises and coordinates the daily activities of sales associates engaged in promoting and selling a product by phone for U.S based Clients• Recommends changes to current sales techniques or procedures based on team performance and new selling techniques• Implement strategies to sell products or services• Build new customer base to maximize sales• Analyze competitor pricing proposals and sales strategies• Relies on experience and judgment to plan and accomplish goals• Leads and directs the work of othersPerform in depth auditing, analysis and evaluation of Coaching Completion and Coaching Performance for the Operations Team. Deliver feedback and analysis in a clear, concise, professional and productive format that will highlight key areas of opportunity and drive continuous improvement.CommunicationConsistently create new initiatives and avenues to communicate opportunities for higher Accuracy to the Telemarketing and Operations TeamReport to Management on line management issues and analysis of performance results.Communicate with the Operational Management on their needs as well as performance analysis.Attend internal meetings with management staff of the contact centre or region (when required).Directly responsible for all communication with and support of Team members Show less