AIYA SOLIS
Pasig City, Metro Manila
Summary
Hardworking and passionate job seeker with strong organizational and project management skills, eager to secure the role of Manager for Project Management Team. Determined to maximize contributions in achieving enterprise goals. With over 17 years of dedicated experience in the BPO industry, zooming into different business functions such as Total Quality Management, Sales, Client Management, Workforce, Operations, Learning & Development and Process Improvement.
Overview
15
15
years of professional experience
Work History
Learning and Performance Specialist II
American Express Philippines
08.2022 - Current
- VP Rise Awardee 2023 for Driving Results for a project designed to improve customer first resolution and lessen repeat calls
- Rated G1/L1 for the year 2023 for strategic initiatives and projects completed along with performance as Learning and Performance Specialist
- Delivered market process and policy trainings to New Hires and Tenured colleagues
- Provided technical support for troubleshooting access and reporting issues
- Streamlined communication between coaches, Operations stakeholders and support staff, fostering a cohesive environment for our learners' success
- Provided ongoing feedback to OPS stakeholders on learner performance, enabling them to make informed decisions
- Conducted thorough assessments to identify areas of improvement and design tailored training strategies
- Collaborated with stakeholders to identify business needs and data sources
- Increased client satisfaction by providing personalized support and progress monitoring.
Operations Team Leader
American Express Philippines
12.2016 - 08.2022
- Rated G1/L1 for completing a project sponsored by Executive Vice President and President of GSG with performance higher than core teams and ranked first on all Team Leads reporting to General Manager of AMEX Philippines
- Spotlight Diamond Awardee
- 2-time Process Excellence Awardee
- Part of VP and General Managers' TL Advisory Club, representing ANZ
- Supported a team of Inbound Customer Care Professionals who are flexible in handling Prime and After-Hours Servicing in the ANZ market
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
- Developed strong relationships with support staff handling capacity, marketing, training and project management to enable maximized contributions in quality of performance and driving efficiency
- Developed effective improvement plans in alignment with goals and specifications
- Spearheaded process improvements that led to reduced errors and increased accuracy in task execution
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
Operations Supervisor
TELUS INTERNATIONAL PHILIPPINES
02.2016 - 12.2016
- Pioneered a financial, blue-chip account for the company
- I supported a team of both inbound and outbound accounts via phone and email/fax channels
- Consistent Top Team Lead during my tenure with the company for an Australian Financial program
- Built and managed Resolutions Desk and Agent Assist Desk for the program, both handling high valued customers and escalations from Tier 1 representatives
- Led 10 Subject Matter Experts of the LOB plus a team of 15-CORE frontliners
- Point-of-contact in the absence of Operations Manager.
Support Analyst
VXI GLOBAL
09.2014 - 02.2016
- Attended to Voice of Customers evaluations and monitoring
- Supported Quality BST/HOC deep dive analysis and developed strategies to help Operations achieve zero errors
- Consistent top performer for an American Financial Account
- First and earliest to certify during Training and Nesting.
Contact Center Manager
PACIFIC BUSINESS GROUP LTD
08.2012 - 09.2013
- Managed Operations, Quality Assurance and Training departments, directly reporting to the CEO & Managing Director
- Handled Workforce Management, Scheduling and Reporting
- Improved several processes including documentation of all company policies and procedural process flowcharts & creation of FCR metric
- Innovated how CSAT and FCR were being measured and achieved a 98% result for CSAT and 95% for FCR, all straight from CUSTOMER FEEDBACK
- Enhanced systems and technology by designing automated reporting platforms and CRM
- Developed a comprehensive and results-oriented Performance Management Evaluation
- Designed sales incentive programs that met and exceeded client expectations by 28% YTD of 2012
- Due to accomplishments in Operations, I was also made to handle Quality, Workforce and Training departments.
Operations Supervisor
Pacific Business Group Ltd
01.2012 - 07.2012
- Top team for 2 consecutive quarters before being promoted and assigned as Operations Manager, then made to handle 4 of the major departments in the company
- Improved team data reporting for faster and easier access to analysis that helped in decision-making.
Operations Supervisor
TELETECH HOLDINGS
02.2010 - 11.2011
- Chosen to lead Transition teams who support newly certified agents
- The team became Top Team for 3 quarters of said year
- Launched PROJECT LINGUA, recommendation sponsored by clients and TELETECH to address communication and CSAT opportunities for an Australian Telecommunications company
- Promoted spontaneous and conversational communication between consultant and customer via DRILL COACHING
- Led Australian cultural immersion training across 312 FTEs
- Ran various Engagement Activities and Rewards & Recognition Programs
- Quality and Sales Point of Contact for Operations
- Site Trainer for Upskill and Refresher Trainings
- Handled a team who was consistently the Top Performing Team
- TELETECH Excellence Awardee for 2010.
Business Sales Manager/Trainer
TELETECH HOLDINGS
11.2009 - 02.2010
- Client Relations Officer
- Responsible for Rewards and Recognitions across the program
- Responsible for managing scorecard, CTS, Sales and related reporting
- Responsible in conducting BAU Upskill trainings across the program, including client invoicing
- Responsible for Sales and Operational Management
- Accountable for G & A Development.
Quality Specialist II
TELETECH HOLDINGS
09.2009 - 11.2009
- Created the first quality monitoring form for Back of House Business accounts
- Launched Project EyeQ - Call Library and QA Specialists conducting coaching for Focused Agents
- Project Quality - Root Cause Analysis Training for support
- Built initial authentication and fraud processes
- Cross-skilled into 21 different queues for both FOH (8) and BOH (13) accounts
- Appointed Quality Point-of-contact for the site.
Subject Matter Expert
TELETECH HOLDINGS
08.2009 - 09.2009
- Project Telstars-cross-skilled agents into systems necessary to ensure expertise in providing seamless customer experience
- Earned first blue lanyard of achievement from client for supporting the team in gaining exceeding mobile sales target across the program.
Business Sales Consultant
TELETECH HOLDINGS
06.2009 - 08.2009
- Promoted in only after 2 months of taking in calls
- First consultant to have been awarded the Excellence Award.
Education
Bachelor of Science: Computer Engineering -
UNIVERSIDAD DE DAGUPAN
High School Diploma -
PANGASINAN SCHOOL OF ARTS AND TRADES
Skills
- Agile Project Management
- Microsoft Office (Excel, Word, PowerPoint, Visio)
- Strategic Planning and Budget Management
- Training and Facilitation/Learning and Development
- Root Cause Identification and Analysis
- Performance Management
- Client-Relationship Management
- Business Process Improvement
- Process Development
Training
- Agile Project Management Certification
- Six Sigma Leadership and Training - Yellow Belt
- The Adaptive Coaching Model Training
- ELSA: Principles of Training Delivery
- Leader: Emotive Loyalty, Building Emotional Connection, Confidence, Integrity, Passion and Pride
- Ideal Coaching Session Outlining and Solidifying an Action Plan
- Leadership 101: Team Lead and Managerial Learners
- The Art of Root Cause Analysis - RCA Seminar and White Belt Certification
- Leadership of Excellence - facilitated by TELSTRA at SOFITEL Manila
References
- MS. MYLENE HAVERIA, Service Delivery Manager, GLKM Malaysia
- MS. ELIZABETH HOYUMPA, Director, GLKM APAC Delivery
- MS. CHERYLL HERNANDEZ, Director, ANZ CEN Manila
Disclaimer
I hereby certify that the above information is TRUE and CORRECT to the best of my knowledge and belief.
Timeline
Learning and Performance Specialist II
American Express Philippines
08.2022 - Current
Operations Team Leader
American Express Philippines
12.2016 - 08.2022
Operations Supervisor
TELUS INTERNATIONAL PHILIPPINES
02.2016 - 12.2016
Support Analyst
VXI GLOBAL
09.2014 - 02.2016
Contact Center Manager
PACIFIC BUSINESS GROUP LTD
08.2012 - 09.2013
Operations Supervisor
Pacific Business Group Ltd
01.2012 - 07.2012
Operations Supervisor
TELETECH HOLDINGS
02.2010 - 11.2011
Business Sales Manager/Trainer
TELETECH HOLDINGS
11.2009 - 02.2010
Quality Specialist II
TELETECH HOLDINGS
09.2009 - 11.2009
Subject Matter Expert
TELETECH HOLDINGS
08.2009 - 09.2009
Business Sales Consultant
TELETECH HOLDINGS
06.2009 - 08.2009
Bachelor of Science: Computer Engineering -
UNIVERSIDAD DE DAGUPAN
High School Diploma -
PANGASINAN SCHOOL OF ARTS AND TRADES
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