Kenneth RD Tongacan

Experience

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  Sutherland

  Jul 2015 - Jan 2019

  • Manage and coach a team of customer support executives to deliver excellent customer service• Proactively manage customer issues and may act as the first level escalation for the team• Maintain and improve key performance measures• Deliver key projects to improve customer service• Proactively contribute ideas to the Management Team• Recruit and select staff that will fit within the team and meet key criteria for the role• Ensure staff understand and adhere to procedures• Work with the team to reduce the volume and time of outstanding service requests• Assist the team in providing a memorable and positive customer experience, this may include taking calls during peak periods• Complete call assessments and coaching targets for the team• Exchange information and share knowledge with other team members to maximize the knowledge and effectiveness of the Customer Support team as a whole• Accept additional projects or areas of responsibility to improve performance including but not limited to the Hughes Recovery Program, Hughes Account Fitness Validation Project, Hughes Cloud Platform Migration to Salesforce Cloud, Automation Squirreling, among all others. Show less Business Process Expert- Hughes Network Billing and Tech- Sutherland Global Services Incorporated• Maintains and Demonstrates a depth and breadth of knowledge/skills in order to effectively and efficiently support operational needs• Addresses/Takes regular customer’s issues/queries to maintain exceptional QA audit requirements and when needed (example: during high/peak volume).• Often acts as a technical resource and as a higher-level of support for escalations• Directly communicates with clients for high-complexity calls and process improvement recommendations• Responds to internal inquiries for coaching assistance• Identifies associate’s strengths and opportunities and report findings up to Operations Lead.• Participates in special tasks and performs other duties as assigned Show less

  • Associate Account Manager

    Jan 2017 - Jan 2019

  • Lead Expert

    Jul 2015 - Dec 2016
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  Sitel

  Jan 2019 - Nov 2020

  AT&T Leadership Academy Change Lead- AT&T Integrated Solutions Model, Acticall (Sitel) Group of Companies• Train, Coach, Mentor and Guide the Team Leader on leadership development content especially on the following 1. Data Driven Decision Analysis ( Variance Based, Inferential and Descriptive)2. Agent Goal Setting ( Lead to Lag Metric relative to trended and pivotal behavior identified based on the DDDM)3. Coaching Loop ( Method, Application and Loop Closure based on identified trended and impacting behavior)4. Coaching Follow Through and Acceleration Tactic towards coaching development ( taking into account coach's daily game plan and prioritization metrics and in accordance to identified behaviors based from cross metric among others).5. Variance Based, Inferential and Descriptive Performance Analysis and identifying iterative constructs and factors that may impact the flawless execution of the coach's game plan towards their agents' development which may impact TL's/coaches' development, process conformance and performance. • Observe TL to agent coaching sessions• Audit TL compliance to approved coaching methodology using a standardized coaching effectiveness scorecard• Liaise with the Operations Manager in providing coaching to Team Leaders based on observation feedback• Work with the OM in developing specific coaching strategies for TLs tagged as "MHN" (most help needed) Show less Operations Team Manager- AT&T Integrated Solutions Model, Acticall (Sitel) Group of Companies• Manage and coach a team of customer support executives to deliver excellent customer service• Proactively manage customer issues and may act as the first level escalation for the team• Maintain and improve key performance measures• Deliver key projects to improve customer service• Proactively contribute ideas to the Management Team• Recruit and select staff that will fit within the team and meet key criteria for the role• Ensure staff understand and adhere to procedures• Work with the team to reduce the volume and time of outstanding service requests• Assist the team in providing a memorable and positive customer experience, this may include taking calls during peak periods• Complete call assessments and coaching targets for the team• Exchange information and share knowledge with other team members to maximize the knowledge and effectiveness of the Customer Support team as a whole• Accept additional projects or areas of responsibility to improve performance Show less

  • Lead, AT&T Leadership Academy

    Jun 2020 - Nov 2020

  • Operations Supervisor

    Jan 2019 - Jun 2020
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  Majorel

  Nov 2020 - Feb 2022

  L1/L2 Manager, Apple Consumer Services

  L1/L2 Manager, Apple Consumer Services• Manage and coach a team of customer support executives to deliver excellent customer chat support representation.• Proactively manage customer issues and may act as the first, 2nd and 3rd level escalation for the team.• Maintain and improve key performance measures• Deliver key projects to improve customer service• Proactively contribute ideas to the Management Team• Recruit and select staff that will fit within the team and meet key criteria for the role through account fitness validation for 10+ first level entries.• Ensure staff understand and adhere to procedures as measured by Client and Internal Quality via the Global Business Intelligence tools and resources.• Work with the team to reduce the volume and time of outstanding service requests• Assist the team in providing a memorable and positive customer experience, this may include taking calls during peak periods• Complete call assessments and coaching targets for the team ensuring all Key Performance Indicators are meeting minimum requirements and exceeding performance expectations.• Exchange information and share knowledge with other team members to maximize the knowledge and effectiveness of the Customer Support team as a whole• Accept additional projects or areas of responsibility to improve performance including handling MSS/iOS+, IOS, MacOS, and all other Apple Operating Softwares and Firmware specifications. Show less

• 

  Tata Consultancy Services

  Feb 2022 - now

  AM Technical Operations