Barney Fontanilla

Experience

• 

  Teleperformance

  Dec 2011 - now

  Managed multiple line of businesses for a travel program - Tier 1 and Tier 2, voice, chat and email with peak agent headcount of 1400 in Ayala, Bacolod, Cebu, Davao and Sucat sitesSupervised Quality Assurance supervisors and specialistsUnderstanding of budgeting and staffingManaged quality improvement processesUnderstands call center trends and reportingStrategic and visionary in approach to issues; innovative problem solving skillsWorking knowledge of company financial objectivesCustomer service drivenBuilt strong client/customer/staff relationships Thrived as a team player in a fast-paced, high-energy, change-oriented environment Primary point of contact relative to QA processes, tools and staffDeveloped and ensured daily execution of QA processes and support to the QA Supervisors for each sites and programsProvided data intelligence relative to team-wide behavior opportunitiesLed QA improvement initiatives in conjunction with Operations, Training and Account ManagementPerformed other related duties and assignments as required and as assigned Show less Managed three lines of business - Tier 1 and Tier 2, voice and chat in Ayala, Bacolod, Cebu sitesMonitored and evaluated calls based on Client specific criteriaEscalated and communicated detailed information about calls monitored to all clients and Quality Assurance SupervisorAnswered Operations’ questions concerning QA guidelines and policiesSent out Red Flag/Fatal Error Audits to Upper ManagementMonitored all Teleperformance centers for quality and performance issuesParticipated on calibration sessions with Operations, Training and internal quality members off site Show less

  • Senior Manager, Quality Assurance

    Sept 2022 - now

  • Manager, Quality Assurance

    Jun 2019 - Sept 2022

  • Supervisor, Quality Assurance

    Jan 2015 - Jun 2019

  • Specialist, Quality Assurance

    Dec 2013 - Jan 2015

  • Customer Service Representative

    Dec 2011 - Dec 2013