Fitz Galenzoga

Experience

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  Convergys

  May 2010 - Aug 2014

  Enrolled in this development program, the goal is to measure my readiness for the Sr. Team Leader role. I have been assigned to champion 3 projects. The primary project being the floor support development, aiming to streamline the development plan of our future team leaders through activities that enhance their competencies of the role. So far, 5 out of the 13 floor support specialists have already been promoted within just 5 months. My second project involves the control over client and corporate escalations (bad customer experience) as these entail costs through penalties in each escalation incurred. This project is by far the most successful due to the massive decline in the escalations count in a span of 6 months. The last project is all about curbing invalid truck rolls which also entail cost or loss in revenue if not properly controlled. The costs is not as much as the escalations piece but just the same, the results were tremendously positive over a span of 6 months. Currently, I am managing a Line of Business comprising of 40 FTE and we have just met our SLA main metrics within just 2 weeks of my intervention. More to come. Show less

  • Sr. Team Leader Track Trainee

    Jan 2014 - Aug 2014

  • Team Leader

    Jan 2011 - Aug 2014

  • Offline Operations Support

    May 2010 - Jan 2011
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  Telstra International Group

  Jun 2018 - Sept 2019

  Leads a team of experienced customer care advocates that aim to provide world-class customer experience to small to medium scale business customers.Also currently the sales leads POC in our cluster, driving sales and sales leads not only in my own unit, but also in the entire cluster of 80 staff.I also act as the engagement POC whenever there are events for the entire site such as parties or awards/recognition. Oversees the quality assurance teams that support the sales business units of 2 Telstra Contact Center sites in the Philippines (Cebu and Manila). I provide analytics and insights for process improvement, and customer experience enhancement. I also lead the embedding of the Telstra QA rhythm into outsourced QA partners in Wipro India.

  • Team Leader

    Aug 2014 - Sept 2019

  • Quality Assurance Lead

    Jun 2018 - Sept 2018
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  Tech Mahindra

  Sept 2019 - Jul 2020

  Associate QA Manager

  I lead the QA team of a retail account, ensuring full-on support in terms of quality assurance insights and analytics; instrumental to continuous improvement initiatives and/or projects.

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  Cognizant

  Jul 2020 - Feb 2024

  Training And Quality Manager
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  RealPage, Inc.

  Jan 2024 - now

  Quality and CX Manager

  I lead the customer experience, quality team, and communications training team in a matrix organization of ~500 FTEs distributed throughout 7 main business lines (front and back office). I also work closely and directly with clients (property management companies) to address concerns and opportunities to improve with the ultimate goal of elevating overall customer experience.