Bryan Sta. Ana

Experience

• 

  PacificHub Corporation

  Aug 2009 - Mar 2011

  • Quality Assurace Specialist

    Feb 2010 - Mar 2011

  • Technical Support

    Aug 2009 - Jan 2010
• 

  Omniglobe International

  May 2011 - Dec 2016

  * Manages Team designated focusing on each CSRs’ operational effectiveness by consistently providing coaching and feedback addressing positives and opportunities to improve performance. * Work with Operations Manager to discuss Performance Improvement Plan or Development Plan to meet or exceed KPIs goals. * Develops and maintains a positive relationship with all other Departments (Quality, Training and Human Resource) in understanding overall developmental needs of the CSRs. * Consistently coordinate with Human Resource and Operations Manager to provide performance review to evaluate CSRs regularization and appraisals. * Manages and Responds immediately to all client and internal escalations pertaining to CSRs performance. Ensures that coaching is provided real time or in accordance with the agreed TAT. * Manages Staffing through ensuring Operational Attendance and Reliability. * Ensures staff flexibility to meet campaign requirements. Show less * Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription.* Works as part of Customer Support and Information Technology division, working directly as part of the resolutions and subject matter experts group. Responsible for maintaining client relationships through CUstomer Service for existing and potential customers who have questions and concerns about a product or service. * Monitor phone calls/chats to make sure call center employees are in compliance with the rules and regulations of an organization.* Making sure employees provide excellent customer service when they are speaking with customers. Makes sure call center employees give accurate information in a courteous and professional manner.* Provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.* Attend external and Internal Calibrations with the client and In depth Analysis meetings to discuss the LOB’s performance every week. Show less

  • Senior Team Lead

    Mar 2016 - Dec 2016

  • Team Lead

    Sept 2012 - Mar 2016

  • Quality Analyst

    May 2011 - Sept 2012
• 

  Accenture

  Jan 2017 - Feb 2023

  • Business Process Delivery Consultant

    May 2020 - Feb 2023

  • Team Lead

    Jan 2017 - May 2020
• 

  Accenture in the Philippines

  Mar 2023 - Feb 2024

  Business Interlock Specialist