Val Juntilla
Director, Service Delivery in TeleTech Customer Care Mgt. Phils., Inc. (TCCMPI)
Job Experience
Director, Service Delivery
TeleTech Customer Care Mgt. Phils., Inc. (TCCMPI)
December 2015 to August 2016
! Manage and lead the day to day operations of a Globally known computer accessories manufacturer with strong footprints in AMR, EMEA, and AP with Lines of Business from Customer Service, Technical Support, B2B, and Social Forums platforms
! Define program/project requirements, develop tactics, and oversee implementation activities required to successfully meet agreed upon client business goals and objectives. Evaluate client program and recommend improvement opportunities. Coordinate client program/project development and integration, i.e., staffing, scheduling, training, system installation, programming design/testing. Develop actionable plans to balance short/long range goals while ensuring project completion is timely and effective. Conduct quarterly business reviews with the client.
! Manage the controllable, fiscal health of the client program/project. Oversee implementation of client contract integrity. Ensure non-compliances receive a corrective action plan and communicate to client. Prepare monthly client program charges for client invoicing. Document all meetings/conversations with TeleTech departments and client. Participate in inter-departmental resolutions relating to charging department variances.
! Consult frequently and proactively with existing client to identify program system/service enhancements and/or new business opportunities. Maintain a working knowledge of the entire call center operation as well as project operation. Work with Quality Assurance to ensure consistency in call evaluations. Interact and consult with Human Resources on matters of recruiting, training, hiring, discipline and discharge.
Education
Bachelor of Science in Nursing
Manila Doctors CollegeCurrently studying
Languages
English
Basic
IT skills
Other Skills
More Val
Career Goals
Industries of interest
Areas of interest
Availability to travel and work outside the city
No