Donn Erbert Barrera

Experience

• 

  I-contacts Corp.

  Jan 2004 - Jun 2004

  CSR

  Supported Smart Prepaid Mobile Customers.

• 

  TELUS International

  Jan 2007 - Oct 2012

  * Providing leadership to a team of 15 – 17 associates by encouraging team spirit, setting high standards, coaching on performance, providing feedback and conducting employee evaluations, communicating a vision and encouraging innovation.* Coaching on quality, productivity, and cross sell metrics. Executing performance management measures as necessary and in a timely and proactive manner.* Working with other managers to share ideas and facilitating exchange of “Best Practices”.* Identifying improvements/enhancements to assist in the implementation of policies, procedures, new systems and organizational changes.* Working closely with Human Resources in the areas of staffing, performance management, and workplace policies and procedures.* Working with leadership team to resolve any operational issues.* Performing special projects and other duties as required. Show less *Provides administrative support for the account / program by coordinating with various internal departments (i.e. Learning Services, Human Resources). *Seeks immediate action and resolution to administrative concerns, inquiries, and issues of the account through accurate gathering and cascading of information to and from applicable units. *Supports the VP of Operations, Operations Director, and / or the Operations Managers in the roll out of account initiatives by establishing accountability for administrative needs. *Provides administrative assistance to all associates within the account.*Assures timely submission of team members’ time sheets.*Updates program / account files and collates team reports for program / account report generation. *Monitors all activities related to on-site team members inclusive of tracking and updating travel dates, track per diem summary reports. *Acts as the Human Resources point person for the account. Coordinates with Human Resources (i.e. Compensation & Benefits, Employee Relations, Talent Acquisition of the account on disputes, inquiries). *Ensures the availability of supplies, materials, and other resources required for day-to-day operations of the account. Show less

  • Operations Supervisor

    Feb 2008 - Oct 2012

  • Business Reports Analyst

    Jan 2007 - Jan 2008
• 

  Transcom

  Oct 2012 - Jan 2015

  Operations Team Lead

  Manages and oversees the performance of the LOB consisting of three teams. Pioneered the very first Corporate Hotline of SMART Telecommunications started with 12 agents. Took part of creating new procedures to streamline the processes within the LOB. Creating the weekly performance review of Corporate and Postpaid LOBs. Monitors the performance of each team member against specified metrics, and provides necessary support and assistance in order for metrics to be improved, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback). Manages the productivity and overall profitability of the company. Daily Operations Call with Clients discussing and planning program’s KPIs and resolve endorsements. Show less

• 

  Schneider Electric

  Feb 2015 - Mar 2018

  Global CCC & Services Business Analyst

  Support Global Customer Satisfaction & Loyalty Development (CSLD) process design and improvement:• ensure the suitability, positioning and competence of advocates at all levels• be the back up and trainer for Operations/Business advocates in case of staff turnover• develop, benchmark and evolve the process reference materials• deploy the advocate learning path supported by needed materials• coach the advocates at Operations/Business level• Ensures deployment and operations of the CSLD Process• Collaborates with the CSLD Process Advocates• Drives satisfaction and loyalty through comprehensive understanding and continuous improvement• Manages the Survey Framework and Survey Fieldwork• Creates/Updates CSLD Reporting• Ensures that all CSLD Collaboration tools are up to date• Manages/Collaborates with Vendors and PartnersOversee the capturing of customer feedback process:• Ensure the quality assurance/control of the customer feedback capturing• creating, maintaining and exchanging specification documents• Ensure captured data is properly integrated into the global platformsSupervise Dissatisfied/Detractor follow-up:• Ensure the operation of the call back and issue resolution process• Monitor and report on 48hr call back performance • Work with CSLD Process Advocates to improve areas of poor performanceBuild reports and support analysis at group level:• consolidate and create summaries (charts, tables, etc) of KPI performance and comments feedback across the main company entities • draw conclusions: identify key drivers of good and bad experiences, highlight strong and weak performance areas, etc• recommend improvement priorities• summarize improvement actions engaged by entities Show less

• 

  TaskUs

  Jan 2019 - Jul 2019

  Operations Team Lead
• 

  CrossFit Olongapo City

  Dec 2019 - Apr 2021

  General Manager

  Operations and Coaching

• 

  Start Virtual

  Apr 2021 - Dec 2022

  Interim Senior Success Manager
• 

  Virtua Solutions Outsourcing

  Jan 2023 - now

  • Head of Operations

    Jan 2024 - now

  • Head of Sales and Client Success

    Jan 2023 - Jan 2024