Ronell Nicor

Experience

• 

  APAC Customer Service

  Jan 2007 - Jan 2011

  Customer Service Representative

  Customer Service Representative (California Based Medical Insurance)1. Handle Provider Queries on Patient benefits via phone calls2. Processed claims via mainframe tool (back office work)3. Supported agents on nesting (SME)4. HIPAA certifiedKey Performance Indicators1. Quality- Accuracy is very important in delivering insurance benefits to the providers as this will be key for the patients either be accommodated or not2. Handle Time- Handle time is crucial as we need to cater to the provider queries especially in medical emergency scenarios. 3. Attendance- Dependability is the most important and basic key of being successful. Mas kaunti

• 

  Convergys

  Jan 2011 - Jan 2013

  Handled US InStore Credit Card Customer ServiceHeadcount Average Handled: 12-16 agentsWork Hours: Graveyard ESTKey Responsibilities1. Attendance and Real Time Queue Management. Intervals wherein we were assigned to take escalation calls and even regular phone calls to help volume2. Weekly coaching sessions discussing key behaviors affecting NPS performance, attendance concerns, handle time opportunities etc. This also includes Performance Improvement Plan and accountability discussions leading to issuing of Corrective Actions if needed. 3. Daily NPS detractor readouts with the Operations Manager. This includes our behavior validations and high impact actions to address behavior trends4. Daily Side by Side sessions to validate behavior commitments5. Weekly Coaching calibration sessions with clients to ensure alignment in key business processes and also behavior expectations6. Weekly payroll management. Checking on agents time punches, editing and filing workforce tickets to avoid any payroll processes. 7. HR processes from employee regularization, issuing of corrective actions, salary increases and assistance on termination if necessary.Key Performance Indicators1. Net Promoter Score- we want to advocate customer loyalty by making sure we promote our brand in each conversation2. Handle Time- Each day we handle high volume and it is important we keep tabs on efficiency so we can manage wait time and assist each customer on a timely manner3. Quality- Credit card billing is an important aspect of our customer finances and we want to make sure our processes and information being delivered is accurate and logical.Key Initiatives1. Pioneered a team of 18 agents who exclusively handled website walkthrough and self serve options2. This team was constantly in the Top Three teams for both NPS and Showrate month per month Mas kaunti Credit Customer Service Representative (US Retail Store Credit Card)1. Handle Billing concerns on Credit Card2. Billing disputes3. Card declines issues4. Payments and online session walkthrough5.. Bill line item walkthroughKey Performance Indicators1. Net Promoter Score- we want to advocate customer loyalty by making sure we promote our brand in each conversation2. Handle Time- Each day we handle high volume and it is important we keep tabs on efficiency so we can manage wait time and assist each customer on a timely manner3. Quality- Credit card billing is an important aspect of our customer finances and we want to make sure our processes and information being delivered is accurate and logical.Key Initiatives/Tasks. 1. Handles Questionline Tasks for 90 days2. Took full time T2/escalation calls for 60 days. Mas kaunti Handled Technical Support Services for a US Based Telco Company1. Cable TV Troubleshooting (set up box, TV input, wiring, channel reception)2. Internet Connection Troubleshooting (mobile, laptop, intermittent connection)3. VOIP Services Troubleshooting4. Soft Sales and Billing5. Technician Dispatching and Status queriesKey Performance Indicators1. FCR- It is key to resolve the customers query during first contact and also anticipate any other issues from all of the services they are availing2. Quality- It is important to follow all processes by the tee so we will be diagnosing and providing the best possible fix for the customers issues. 3. Non Quality Dispatch (NQD)- Making sure technician dispatches are necessary to help both the customers time and money. Mas kaunti

  • Team Leader

    Jan 2012 - Jan 2013

  • Customer Service Representative

    May 2011 - Jan 2012

  • Technical Support Representative

    Jan 2011 - May 2011
• 

  Startek

  Jan 2014 - Jan 2014

  Team Leader

  Handled a US Based Telco Campaign (Customer Accounts)Headcount Average Handled: 18-20 Agents Key Responsibilities1. Start of day team attendance check and management by walking and regular agent temp checking. 2. Payroll and log in and log out management to ensure no payroll issues for all agents. 3. Weekly coaching sessions based on start of month coaching plan created in collaboration with Senior Team Leader. We establish behavior assumptions, validate this by data mining and call audits and then create an action around the most impacting behavior identified. This includes skill drills, side by side validations and other skill trainings to help the agent improve based on the glidepath committed. 4. Daily Side by side call listening to validate on committed actions with real time feedback and validation5. Daily CSAT meetings with account director to understand team CSAT trends, actions and way forward. 6. Attend client coaching structure (LEAP) so that operations approach is calibrated in each step on the coaching cycle. 7. Weekly meetings with assigned Quality Analyst to get observed insights and attributes affecting customer experience. 8. Taking escalations calls as needed. Key Performance Indicators1. Coaching Plan Creation- each of month we are tasked to create a comprehensive coaching plan for all our agents. This involves behavior assumptions, SMART action plan creation, most impacting behavior identification and way forward actions. 2. Customer Satisfaction Team Score (CSAT)- Handling a Telco mobile service is a tough act and as leaders we want to make sure we cover all bases in terms of behaviors that can affect customer experience3. Quality- Process accuracy is important as a we are a utility service. Any mistake will be costly both to the client and customer Mas kaunti

• 

  Concentrix

  Jan 2015 - Jan 2017

  Technical Support Team Lead

  Handles European Cable TV, Internet and VOIP ProviderHeadcount Average Handled- 12-16 AgentsKey Responsibilities1. Start of day team attendance check and management by walking and regular agent temp checking. 2. Payroll and log in and log out management to ensure no payroll issues for all agents. 3. Daily NPS and CSAT analysis as real time survey comes in. If queue allows we can pullout and do high impact coaching to address mechanical and skills issues. 4. Daily real time call listening focused on bottom and mid performers as a validation tool for committed actions during performance coaching. 5. Weekly Quality team calibration to ensure process and behavior alignment. This includes bringing forward process gray areas and unsolved score disputes6. Daily detractor readouts to Senior Manager. This includes behavior execution analysis, way forward actions and score commitments for the following day. 7. Assist WFM in queue management especially when we have area outages and volume is high8. Weekly Performance Review with Operations Manager which includes Outlier action planning, KPI actions, Showrate and agent development plan. 9. Take escalation calls when needed. Key Performance Indicators1. Net Promoter Score- Our agents should be the number one ambassadors of our client's brand. In each interaction even though there is a customer issue ongoing we want our agents to advocate the dependability of our services. 2. Customer Satisfaction- While resolving technical issues, we want to make sure our agent conversations are engaging and efficient. 3. First Call Resolution- Technical issues are problems nobody wants and we want all our customers to enjoy our service. We want our resolution paths to be anticipative of other possible problems at the same offering self serve options that can empower customers on solving simple issues on their own. Key Initiatives/Tasks. Assigned as a temporary Product Trainer for Wave 1 and Wave 2. Mas kaunti

• 

  TaskUs

  Jan 2017 - Jan 2022

  Handled a Global Ecommerce B2B Merchant Support CampaignHeadCount Handled- 70 agents, 3 SMEs, 8 Team LeadersKey Responsibilities1. Day to Day Attendance management, service level mitigation and real time queue management together with Workforce team and Team Leaders. 2. Weekly and Monthly Business Reviews with clients delivering updates on Key Performance Indicators and Way forward help needed. This includes bringing forward process initiatives and improvement to enhance customer experience and also deliver expected results3. Weekly coaching session with Team Leaders to deliver top notch feedback and coaching sessions to agents. This includes improvement on the Coaching cycle, accurate and targeted root cause analysis techniques, SMART action plans that will deliver results and accountability model that fosters meritocracy4. Monthly engagement activities to boost people morale. This includes regular focus group discussions to address sentiments and other opportunities to minimize attrition5. Day to day client communication delivering performance and people news real time to foster confidence and stable business relationshipKey Performance Indicators1. Attrition- employment retention has grand ripples on how we earn or lose money in business. We want to make sure we develop our leaders to create both engaging and accountable teams that will drive and sustain our business goals2. Showrate- Getting people to go go work is the bare minimum as this also creates an environment wherein we can work at our optimum on a headcount and development perspective. We create also an office set up as " the best place to work"3. CSAT- Our customers voice and feedback is always valuable either positive or negative. This is also our primary data springboard to come up with the best actions to deliver the worlds best customer experience Mas kaunti HandledSeasonal Retail Online Shop (Average Headcount 25-35)Global B2B Ecommerce Platform- Merchant Facing (Average Headcount 10-12)Key Responsibilities1. Start of day team attendance check and management by walking and regular agent temp checking. 2. Payroll and log in and log out management to ensure no payroll issues for all agents. 3. Daily detractor scrubs pinpointing key attribute affecting merchant experience over phones and chats4. Weekly Quality audits focused on processes, behaviors and components that will help our merchants make more money5. Weekly Coaching sessions to strategize on weekly improvement to reach desired call/chat/email outcome. This involves call listening, DSAT rootcause analysis, discussion on factors affecting agent morale, attendance management and performance management. 6. Partnering with HR for employee regularization, promotion and separation (as needed)7. Weekly client calibration sessions ensuring optimal alignment on all QA expectations. 8. Weekly team meetings to foster team building, client updates and other self paced client required skilling sessions9. Data analysis and correlation using Power BI and internal client tools. Key Performance Indicators1. Coaching Compliance- We are given a chance to coach our agents on a weekly basis and there are high expectations in terms of how we will utilize this on performance improvement. 2. Quality Compliance- We are expected to do our weekly audits as a n important performance analysis data source.3. Customer Satisfaction- We enable and equip of agents to deliver world class experience when talking to our merchants. This involves also going out of their way to help them grow their business using the various tools our platform has Mas kaunti

  • Operations Manager

    Jan 2019 - Jan 2022

  • Team Leader

    Jan 2017 - Jan 2019
• 

  DOXA Talent

  Jan 2022 - now

  Service Delivery Team Lead

  Coordinate and supervise daily, weekly, and monthly activities of team members.Understand the business priorities and agenda of clients to effectively manage day-to-day operations.Monitor performance metrics to ensure the delivery of targets and goals.Coordinate work activities closely with the operations manager.Identify and resolve operational problems using defined processes, expertise, and sound judgment.Ensure compliance with reporting requirements for each team handled.Provide coaching and feedback, and conduct annual performance reviews.Conduct training needs analysis in collaboration with the operations manager.Participate in creating training programs and developmental opportunities for direct reports.Monitor and enforce compliance with company policies and procedures.Facilitate formal corrective actions in collaboration with HR.Adhere to employment contract terms, company policies, and procedures, including any directives related to team changes, work shifts, flexibility of benefits, work environment, alternative work arrangements, and other decisions arising from the evolving business environment. Mas kaunti