Experience

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  Sykes

  Sept 2002 - Apr 2003

  Registered representative - financial account

  *Passed the series 7 exam for NASD(National Association of Securities Dealers)NASD-CRD # 4591868*Answers inbound calls for advisors under the queue of brokerage service for the account of American Express*Provide information to Financial Advisors regarding their brokerage accounts that they manage*Relay money movement transactions to advisors for their brokerage accounts*Set-up cases for advisors regarding a particular request that they need to resolve and clarify*Use Bloomberg machine to give specific information to advisors on a particular stock that is listed on the US stock market Show less

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  Convergys

  Aug 2003 - Apr 2013

  *Responsible for training, developing, and managing performance of Team leaders/Supervisors by providing them prompt and objective coaching and counseling *Participates and conducts hiring process for supervisors to ensure that they have the right skills and competencies to support the program *Study, maintain and ensure client service levels and budget are met on a consistent basis*Analyze and maintain all Client Service Level Agreements *Ensure department operates efficiently according to client and company measures *Analyze performance results and implement process improvements *Plan for upcoming organizational needs and implement strategies in a proactive manner *Resolve escalated customer complaints *Work with support departments to ensure strategies for activities or initiatives are effectively executed *Maximize revenue generated efficiency *Ensure that activities or initiative of the program is within the budgetary measures *Conducts Focus group discussions or meetings to provide understanding and rally support of subordinates to effectively implement any new processes or changes within the program *Conducts Quality Call listening sessions to ensure that the program is calibrated within *Quality guideline set by the client *Leads and plans the Rewards and Recognition Programs and Enthusiasm Activities to ensure that it’s effectively executed to provide a high performing environment. *Leads and plan for all the Sales initiatives and activities for the program-creates incentive schemes in order to meet sales goals set by the client Show less *Assign to handle a specialized team that cares for Quality and CSAT*Assigned to support and guide other Team leaders with in the cluster*Support the program in rolling out processes that helps improve Quality and CSAT. *Proposed initiatives and process improvements that targets the metric goals of the program *Schedules Calibration Sessions for the program and prepares calibration attendance reports on a weekly basis*Creates schedules of subordinates(coaches) in order to give full coverage and support on Quality and CSAT for the program*Monitor the performance of subordinates to make sure that they deliver their task and responsibilities efficiently*Conducts triad coaching with subordinates and monitors agents to make sure that proper and effective feedback is given*Prepares reports to Operations Manager with regards to performance of the team*Prepares coaching logs and document all disciplinary actions that are given to subordinates Show less *Attend to the needs and concerns of the agents under the assigned team*Conducts pre-shift meeting everyday and discuss about Team standings and program updates*Prepares report for the team on a daily basis*Checks attendance and tardiness of subordinates - correct error for any missed punches in attendance tool*Makes credit corrections of the team on a daily basis*Monitor the performance of the agents by giving constant coaching sessions and feedback*Prepares coaching logs and document all disciplinary actions that are given to agents*Prepares regularization reports and annual appraisal reports of agents*Prepares daily and weekly reports to Operations Manager*Resolves Escalated calls*Do call monitoring for agents and input reports in advisor*Assess agent’s professionalism and job knowledge on a monthly basis*Do calibration session with client and discuss quality monitored calls*Use CMS and IEX to check the volume of calls and activities of the agents*Coordinates and communicates with other departments in order to resolve any issues or concerns of the team Show less *Answers inbound calls for several clients to take orders for their customers*Answers inbound calls for numerous financial firms to take in application for their prospective clients*Acted as mentor for incoming agents (7 batches after training) to assist & guide them during their transition on the floor.*As a mentor I make sure that they follow all the rules and guidelines on the floor, listens to their calls to make sure that they follow protocol during calls and provides them feedback, And answers supervisory calls for them if necessary*In the absence of my team leader, I act as an Officer in Charge for my team*As an OIC for my team, I monitor their calls, check their attendance for the day, coordinates with other team leaders for any agents concern with regards to their statistics and answers supervisory calls*Works on night shift time schedule. Show less

  • Operations Manager - Customer Service Account

    Jan 2007 - Apr 2013

  • Senior Team Leader - Customer Service Account

    Oct 2006 - Dec 2006

  • Team Leader - Customer Service Account

    Mar 2005 - Oct 2006

  • Sales and Service Consultant (Mentor) - Sales Account

    Aug 2003 - Mar 2005
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  American express

  Sept 2013 - Dec 2017

  Global partner business analyst/partner management

  • Help Manage Partner Site Operations of 50 to 70 FTEs team for Merchant line of Business for JAPA, EMEA and US markets• Work with market stakeholders for servicing updates and issues. Stakeholders include Global Merchant Services and Global Partner Infrastructures and Compliance• Support program strategies and drive partner adherence to all operational, compliance, audits and customer experience goals • Engagement and delivery of Relationship Care servicing to Merchants• Reporting and Analysis of Voice of Customer Surveys• Ensures tracking and reporting call center operational results • Creates and Drive Improvement on Customer or Merchant Satisfaction• Oversight of day to day operations of our partner center to meet operational SLAs at the right margins • Help manage overall process improvement of our partners operation • Work closely with Partner to ensure that On the Job Trainees are successfully transitioned and completely ready in operations• Ensures implementation of all required Certifications – Team Leader Certification, CCP Final Certification, Relationship Care Trainer Certifications• Oversight of front line retention and incentive plans - “Pay for Performance”• Close collaboration with stakeholders and partner to successfully Migrate MTS and MS Operations to KL Prop Site, as we exit partner operations• Lead and Mentor JAPA team members for their launch of Relationship Care to Deployment Partners for Hong Kong, Singapore and India Market• Recognized as part of the “All Star Employees” for our Global Partner Engagement Network for 2014 (Delivering excellent results through partner operational excellence and engagement) Show less

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  Missdi model and talent management

  Jan 2018 - now

  Part owner / head of operations

  *Business Part-Owner of the Model and Talent Agency*Head of Operations, In-charge to set-up the Business and provide Operational Structure*Manage Overall Operations of the Business*In-charge of Marketing Strategy to promote and grow the Business Online*Coordinates with Clients to help select and Line-up potential talents for the ProjectWorks as In-house Photographer and Graphic Designer

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  Rocket station

  Jul 2019 - now

  Operations manager