Val Juntilla

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.

Bachelor of Science in Nursing

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies