John A.
Mid-Level Call Center Operations Manager
Open to offersNew to PlatformAbout
John A., a results-oriented Client Executive, has a proven track record of exceeding goals in the customer service industry. At The Results Companies in Pasig, he has held numerous roles including Call Center Grad School Lead, Call Center Operations Manager, and Call Center Operation Supervisor, overseeing program performance and personnel development since October 2015. His responsibilities have encompassed approving activities related to hiring, training, and performance management, as well as acting as a problem-solving escalation point. John has also managed targets and financial metrics, maximizing subordinate potential through coaching. Previously, he was a Call Center Customer Service Representative, where he honed his skills in data analysis and client correspondence, and started as a Call Center Sales Representative at Call Expand in Makati. His adeptness at using Windows and Microsoft Office products and effective verbal and written communication are crucial for his role. He holds a GED from AMA Computer Learning Center and a High School Diploma from Adamson University.
Experience
Call Center Grad School Lead / Team Lead
The Results Companies-Pasig, NCR · 2015 — PresentEvaluates program performance to identify needs and approves personnel actions related to hiring, training, development, and performance management. Provides written appraisals and serves as a point for resolving problems related to coaching and effective performance management. Manages client issues while maintaining correspondence and ensures resolution. Facilitates processes aimed at continuous improvement to enhance service quality and reduce operating expenses.Call Center Operations Manager
The Results Companies-Pasig, NCR · 2015 — PresentAnalyzes program performance to determine requirements and approves activities involving hiring, training, development, and performance management. Generates written performance appraisals and addresses issues as needed, acting as an escalation point for Supervisors and front-line RAs. Oversight of program resolution, while also ensuring adherence to budgeted financial targets. Encourages the growth of subordinates through coaching and effective management methods, tracking client issues and maintaining resolution correspondence.Call Center Operation Supervisor
The Results Companies – Pasig, NCR · 2011 — 2015Responsible for hiring and training staff, addressing complaints, and troubleshooting service issues. Ensured agents understood and adhered to call center objectives and standards. Provided support to agents on best practices and challenging calls while identifying operational challenges and proposing improvements. Monitored performance, facilitated learning opportunities, and took corrective action when necessary. Compiled reports and analyzed data to guide management decisions on call center goals.Call Center Customer Service Rep
The Results Companies – Pasig, NCR · 2010 — 2011Acquired client information through telephone interactions and interviews while verifying the details. Evaluated eligibility by comparing client data against requirements and established policies by entering client details. Informed clients of procedures, addressed questions, and provided necessary information. Maintained communication equipment by reporting issues and adhered to quality standards, recommending procedural enhancements. Enhanced knowledge through product education while achieving sales and organizational goals.Call Center Sales Representatives
Call Expand – Makati, Makati · 2009 — 2010Worked closely with customers to ascertain their requirements and clarified inquiries by researching and supplying desired information. Addressed issues by exploring solutions and implementing them, escalating unresolved matters as necessary. Provided services based on clarified requests and identified opportunities to upsell additional services, communicating new features effectively. Maintained the call center database and ensured operational equipment functionality by adhering to established procedures. Furthered knowledge through educational engagement.
Skills & Expertise
Education
- GEDAMA Computer Learing Center · — — 2000
- High School DiplomaAdamson University · — — 1996
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