Ella Mae Tibayan, LSSGB

Experience

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  ETelecare Global Solutions

  Sept 2006 - Dec 2008

  • Conducted leads research (candidate sourcing) using a Boolean search strings following Boolean logic rules• Communicated with clients (large recruiting companies in the US) for constant calibration of candidate’s qualifications;• Performed Generation 2 internet research and database management• Acted as a coach to a mini-team of internet researchers. Managed the performance of 6 agents.• Continuously received an excellence award since I started to work with this account• Became the Top Agent with Highest Client Satisfaction Rate for 6 months. Show less • Manage large amounts of inbound calls• Identify and evaluate customers’ needs to achieve satisfaction• Build sustainable relationships and trust with customer accounts through an open communication• Provide accurate, valid and complete information by using the right methods/tools• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution• Document customer interactions, process customer accounts and file documents• Handle customers information with great confidentiality• Follow communication procedures, guidelines and policies• Take the extra mile to engage customer Show less

  • Internet Researcher

    May 2007 - Dec 2008

  • Customer Service Associate I

    Sept 2006 - May 2007
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  Yelladworks Philippines

  Mar 2009 - Apr 2011

  Quality Assurance Specialist

  • Performed dual role- regular associate doing production and QA associate doing audits• Managed the daily QA evaluation of the team• Ensured that the rules and guidelines followed by the team members are aligned with client expectations• Provided feedback to the associates with QA markdown

• 

  Hibu

  May 2011 - Jun 2015

  Team Lead

  • Manage and make independent decisions on day to day production • Plans, directs and coordinates daily/weekly/monthly goals.• Align individual, team and company objectives. • Provide a tailored fit coaching session with the associates that will promote employee development.• Work together with Yell Adworks USA (KOP) to design and deliver solutions to meet customer requirements and timelines.• Manage workload and priorities to ensure smooth transition of completed books from one department to another.• Evaluate team members objectively; provide performance feedback, create and deliver performance reviews on a regular basis.• Always ready to solve problems as they arise and to make judgment based on limited information. Show less

• 

  Tata Consultancy Services

  Mar 2017 - now

  • Manage and make independent decisions on day to day production • Plans, directs and coordinates daily/weekly/monthly goals.• Align individual, team and company objectives. • Provide a tailored fit coaching session with the associates that will promote employee development.• Work together with Yell Adworks USA (KOP) to design and deliver solutions to meet customer requirements and timelines.• Manage workload and priorities to ensure smooth transition of completed books from one department to another.• Evaluate team members objectively; provide performance feedback, create and deliver performance reviews on a regular basis.• Always ready to solve problems as they arise and to make judgment based on limited information. Show less • Perform dual role- department delivery head with 7 sub processes and team lead who manages 15 FTEs• Oversee department daily production• Handled different employee rank (team lead, associates, dispatcher, QA associate)• Facilitate daily meeting with the client and onshore counterpart to address their daily concerns about production• Ensure that KPIs/SLAs of each sub-process area achieved in a daily/weekly/month meeting• Ensure that no SLA will be missed during holiday by forecasting the workload of the team.• Daily back and forth email regarding production issues and concerns are done to ensure smooth production in a daily basis.• Monitor the actual revenue vs projection of the department in a daily/week/monthly basis• Check the Gross Margin (GM) status of the group as well as manpower cost as percentage of revenue in a daily/weekly/monthly basis• Work with the client and WFM team on the reconciliation of monthly volume for billing• Manage daily workload of the team based on client requirement• Ensure that department have monthly BCP Plan testing thru call tree testing• Ensure that succession planning is in place in each process for all critical resources• Has maintained team members for four years with no attrition• Spearhead the fun at work activities of the group in a monthly basis.• Identify R&R (rewards and recognition)/incentive awardees in a monthly basis• Manage competencies of the associates by sending them in GB training (company facilitated)• Identify opportunity for automation with the help of BB (Black Belt)• Attend and present department EOM scores to management and clients• Plan and control process change with the help of client and quality coordinator Show less

  • Business Process Lead

    Jun 2015 - now

  • Officer in Charge for Print Department

    Mar 2017 - Oct 2019