Dondoy Luna

Experience

• 

  TTEC

  Apr 2007 - Jan 2015

  For a telco account that manages inbound/chat/back office for the duration of my stay.• Oversees individual performance to be able to reach team targets with a follow through on keeping the team focused and on track. • Provides constant and periodic coaching towards associates in order for them to continually perform and even step-up towards reaching individual and team commitments.• Ensures that that each of the team member is up-to-date to the changes that are expected to be implemented on the client at hand – cascades all relevant information during governance meeting that need to be communicated down the line.• Helps in the implementation of Quality Assurance, Process Improvement and Re-engineering.• Provides recognition to each team member that has raised the bar and shown exceptional performance.• Embodies and encourages creativity, excellent decision-making• Performs ad hoc duties in accordance to business needs.• Prepares and creates enterprise reports and receives endorsement responsibilities from the account reports analysts. • Generates operational data containing the METRICS• Compiles and analyzes metric performances• Participates in data development and creation of new reporting templates Show less • Oversees individual performance to be able to reach team targets with a follow through on keeping the team focused and on track. • Provides constant and periodic coaching towards associates in order for them to continually perform and even step-up towards reaching individual and team commitments.• Ensures that that each of the team member is up-to-date to the changes that are expected to be implemented on the client at hand – cascades all relevant information during governance meeting that need to be communicated down the line.• Helps in the implementation of Quality Assurance, Process Improvement and Re-engineering.• Provides recognition to each team member that has raised the bar and shown exceptional performance.• Embodies and encourages creativity, excellent decision-making• Performs ad hoc duties in accordance to business needs.• Prepares and creates enterprise reports and receives endorsement responsibilities from the account reports analysts. • Generates operational data containing the METRICS• Compiles and analyzes metric performances• Participates in data development and creation of new reporting templates Show less

  • Operations Supervisor

    Jan 2010 - Jan 2015

  • Operations Supervisor

    Jul 2008 - Feb 2010

  • Technical Support Representative

    Apr 2007 - Jul 2008
• 

  Alorica Philippines, Inc.

  Jan 2015 - Jan 2017

  Team Manager

  Worked for a cable/internet US Company.• Oversees individual performance to be able to reach team targets with a follow through on keeping the team focused and on track. • Provides constant and periodic coaching towards associates in order for them to continually perform and even step-up towards reaching individual and team commitments.• Ensures that that each of the team member is up-to-date to the changes that are expected to be implemented on the client at hand – cascades all relevant information during governance meeting that need to be communicated down the line.• Helps in the implementation of Quality Assurance, Process Improvement and Re-engineering.• Provides recognition to each team member that has raised the bar and shown exceptional performance.• Embodies and encourages creativity, excellent decision-making• Performs ad hoc duties in accordance to business needs.• Prepares and creates enterprise reports and receives endorsement responsibilities from the account reports analysts. • Generates operational data containing the METRICS• Compiles and analyzes metric performances• Participates in data development and creation of new reporting templates Show less

• 

  TTEC

  Jan 2017 - Apr 2022

  Works for a health care account (US).Primarily handling a group of advocates that helps with ensuring that compliance is adhered to for any submissions.Helps manage inter site from various locations to ensure compliance is at 100%Works hand in hand with site managers to create action plans aimed at improving compliance scores.Creates reports that easily illustrates KPI and improvements.

  • Senior Team Lead

    Feb 2021 - Apr 2022

  • A&G Compliance Supervisor

    Jan 2017 - Mar 2021
• 

  TTEC

  Apr 2023 - now

  Service Delivery Manager