Mimi Irene Ferrer - Bonzon

Experience

• 

  IBM Global Business Services

  Jan 2005 - Jan 2009

  CCS
• 

  Integrim BPO Solutions

  Jan 2010 - May 2010

  Customer Service Representative

  Phone, email and chat support for an online gaming site.

• 

  Teleport Business Solutions

  May 2010 - Aug 2013

  -Handles coaching and performance development of Senior CSR and CSRs in my team.- Assess performance of the team to aid in the creation of their performance reviews. Creates performance reviews including regularization, mid year and annual reviews and with the OPS Manager's approval, conduct a one to one session for performance review delivery.-Involves generating daily, weekly, monthly stats of the team and report to Operations Manager/Director of Customer Service.-Work with OPS Manager and HR as needed for disciplinary and administrative cases.-Assists the OPS Manager for improvements within the production floor, staff engagement, staff recognition, RnR, KPI, performance, ensuring that all SLAs are met for the smooth operations of the call center. Show less

  • Operations Supervisor

    Oct 2011 - Aug 2013

  • Senior Customer Service Representative

    May 2010 - Oct 2011
• 

  Flamingo BPO Solutions

  Aug 2013 - Feb 2015

  Assistant Manager for Operations

  Responsible for overseeing the daily operations of the floor.Handles the performance and development of the supervisors inclusive of annual and mid year performance reviews.Signs off on the administrative, discipline cases endorsed/ consulted by the supervisors. Work alongside HR/Legal in terms of the next best course of action.Works with the Operations Manager and Head of Operations for the improvement of internal (QC), global processes, KPIs, metrics, etc.Bi-monthly, monthly and weekly updates of the Customer Service Group's performance and SLAs. Show less

• 

  Teleport Business Solutions

  Feb 2015 - Oct 2017

  CS Programs/Project Coordinator

  1.Handles global process improvements or process change. -Supervisors/Managers sends their clarification on existing, conflicting, undocumented processes and I reach out to external and internal sources for advice or confirmation and with suggestions to the process in question. Once a consensus is reached, I draft the updated/new process and send it off for approval. As soon as approved, I reach out for update of Knowledge Base and to disseminate the process to all concerned within the expected date of publication.- Compile all process changes and improvements in a monthly report sent to the executives for all requests received and its corresponding status.2. Project Launch- Work with project sponsors, key stakeholders for the objective, scope, timelines and details of a project. - Ensure that all project teams are adhering to their tasks and meeting their timelines. This may involve HR, Training, Quality, IT, Communication, WorkForce, etc. Communication and status updates are done via emails, face to face meetings, or video calls.- Status reports are sent out on a weekly basis to provide project health, tasks completed, pending, cancelled, milestones and risks or identified issues which may directly or indirectly affect the go live date of a project.- Works with project sponsors and project manager for any issues, road maps and updates. Show less

• 

  NetSurf Media Inc.

  Oct 2019 - Jun 2020

  Project Coordinator

  Identify process improvements and gaps in the establishment of departments, processes, tools and resources. Liaise between Operations, HR, IT and other services for the development and smooth operations of the start-up company.