ALBERT SUGALAN

17 years of BPO experiencing handling different positions from supervisor role up to senior management role. Has a background with Banking and Financial account and worked with a well established US Bank/ financial institution for 7 years and as Mortgage Analyst and appraiser for 2 years. Been in the management position for 12 years and handled more than 1000 employees. Has a strong background in account management set up (recruitment, billing, operations and Philippine HR process and labor law) as I was an account manager for an outsourcing company that has a direct interaction with clients from Asia, Australia, Europe and United States . Currently working as Director for Operations and responsible for determining call center operational strategies by conducting needs assessment, performance reviews, capacity planning and cost/benefit analyses. Contributing information and analysis to organizational strategic plans. Maintains and improves call center operations by monitoring system performance and its process improvement. Assist and align human resource department objective by guiding recruitment, selecting, orienting, assigning, appraising, planning and reviewing compensation actions and enforcing policies and procedures.