Service Deliver Manager

Convergys

October 2015 to Actually working here

- Key point of contact for internal and external stakeholders for client services needs
- Liaises with client for all service delivery needs: technical requests, strategic initiatives, special projects and program action plans
- Maintains service delivery framework through topnotch management of all escalations, especially high-level concerns and critical issues.
- Effectively and efficiently manages accurate resolution data to meet and exceed the required set customer service standards, service level components, and program metrics.
- Partners closely with Operations, Training and Recruitment to offer creative and timely solutions that address program KPIs
- Provides thought leadership, strategic insight and sound, robust and creative solutions to enhance the customer experience from a service delivery perspective
- Leverages best practices and information from data analysis to streamline processes and set in place policies that ensure customer satisfaction
- Handles a 1500 FTE across 3 sites

Manager on Duty - Escalations Lead

Convergys Cebu

August 2015 to September 2015

- Provided operational excellence by addressing urgent and/or critical concerns
- Reviewed and analyzed trends and workflow data to efficiently act as primary problem solving escalation point
- Determined program needs to effectively foresee and prevent detrimental issues
- Maximized potential of team members through consistent feedback and coaching, talent development techniques, and succession planning
- Tracked client issues and maintained client correspondence and issue resolution
- Managed a team of 15-18 escalation supervisors

Associate in Computer Science

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies