Rone Anthony Comprendio

Experience

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  West Contact Services Inc.

  Jul 2010 - Apr 2015

  • Handled 15-20 agents and manage the integration of the account's directives, policies, and procedures.• Monitor Hourly Sales report and Send Completion reports within 24 hours TAT• Facilitate training updates with the agent and 1 :1 Coaching (weekly/monthly)• Monitor queue activities to ensure achievement of Service Level Metrics• Demonstrate subject matter expertise in the function performed by the team and the tools, systems and processes used to deliver that function• Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees.• Facilitate the class for new the batch of agents • Create modules to be used in the class discussion and activities.• Monitor the performance of the new hired agents before they go live in the production floor. • Communicate with and engage new hired agents to ensure they understand their personal contribution to the business and so they are aware of all relevant updates and information to assist them in their roles as a verification sales agent. Show less *Suggesting process improvements such as initiating projects for efficiency improvement creation of reports/trackers to improve tracking of productivity and performance for both the assigned team and the Client.* Generation of reports to monitor trends and improvements of the site (i.e. Agents Trends and Scores, Repeat Bottom Performers). With this, I provide analysis on what went well and what steps must be taken for further improvement. Handled various account such as Telecom, Sales, Financial, Health and WAH accounts Show less

  • Team Leader/Trainer for Sales Verification

    Jul 2012 - Apr 2015

  • Performance Assessment Specialist

    Jul 2010 - Jun 2012
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  Accenture

  Apr 2015 - Jun 2019

  Performance, Risk and Quality Auditing

  Performance, Risk and Quality AnalystAccenture Inc. PhilippinesIT Asset Management Quality Analyst for (Hardware Asset Management)Check and the needed request CI information in SNOW, Parent Ticket Tool and CMDB in measuring its accuracy, consistency and ensuring the quality standards/SLA’s are met.Preform schedule remote side by side monitoring for the processing analyst.Conduct calibration, report creation, quality guidelines creation and coaching sessions Initiate and implement process improvements to effective align team’s capabilities with the current future needs.Transactional Quality Analyst for TEM (Telecom Expense Management Process Outsourcing)POC Lead for Manila, Cebu, and Ilocos Team monitoring key metrics/scorecard and performance achievement.Performs quality processes and initiatives in assigned TEM deal which includes conducting quality monitoring to gauge the efficiency and effectiveness of service being provided to the clients and customers. Defined number of remote and side by side transaction monitoring based on the quality monitoring guideline. Facilitation of the Quality Continuous Improvement and Root-Cause Analysis of the quality issues encountered in the assigned TEM deal.Reviewing and reporting process compliance, quality certifications and specified client delivery methodology. Establish Quality Framework for new and existing projects in line with the needs of the client.Conducts monthly Quality Monitoring Calibration with other Quality Analysts, POC’s and Leads for all the processes in the assigned TEMP deal.Conducts Quality Continuous Improvement (Action Planning) and Root-Cause Analysis to address the quality issues of the assigned TEM deal.Implements quality processes/initiatives based on the Quality Continuous Improvement (Action Planning) and Root-Cause Analysis.Modifies and rolls out Quality Monitoring Forms of the assigned TEM deal based on specific quality requirements identified. Show less

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  Fujitsu Australia Limited

  Jun 2019 - now

  Problem Manager

  Experienced in IT Service Management (ITSM) organization mainly Problem Management. Works with various technical teams to identify, troubleshoot,document and resolve root cause of repeated incidents. Managing the life cycle of all problems as primary objective to prevent incidents from happening and minimize the impact that cannot be prevented.