John Benedict "Yuki" Lapus

Experience

• 

  Convergys

  Jun 2004 - Nov 2017

  November 2010 - October 2016- Managed team leaders with diverse tenure and skill-level- Supervised internal workforce management team and delivered to agent productivity expectations month on month- Introduced process improvement geared towards WFM efficiency and effectiveness November 2016 to Present- Officer in Charge managing lines of business with five to eight Operations Manager, each with five team leaders, and an average agent headcount of 80.- Responsible for strategic planning, and overseeing execution to drive performance and employee satisfaction- Manages financial levers to meet monthly forecast- Manages client satisfaction through partnership and delivery to expectations- Reports, to site director and client partners, monthly results against commitment Show less Customer Service Representative for a telecommunications program (12 months)- Perfect record of call quality and customer satisfaction ratingSenior Specialist/Development Specialist for the same telecommunications program (20 months)- Resolved complex call reasons- Early experience in managing performance assisting team leaders of specialized teams - performance outliers and new hire nestingTeam leader (18 months)- Specialized in coaching to sales and customer satisfaction- Instrumental in building a business process fit for new-hire transition from training to production- Consistently passed team scorecard despite constant changes in agent roster, and changes in client targetsSr. Team Leader (26 months) - Satellite Program- Involvement in site-wide projects, which includes talent management, post-nesting business process, call calibration sessions, and scorecard management- Responsible for the performance of three team leaders on top of own agent roster- Reviews performance vertically thru weekly read-out and audit confirmations Show less

  • Operations Manager

    Nov 2010 - Nov 2017

  • Customer Service Background

    Jun 2004 - Oct 2010
• 

  Concentrix

  Nov 2017 - Jan 2021

  Senior Operations Manager
• 

  IQor

  Feb 2021 - now

  • Director Of Operations

    Feb 2022 - now

  • Senior Operations Manager

    Feb 2021 - Feb 2022