Ana Victoria Almacen

• Overall management of day to day operations. Managed multiple voice and non‐voice channels. Oversight on Back Office , Customer Service and Sales
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Drove operational improvements which resulted in savings and improved profit margins.
• Achieved 30% organic growth through solid execution and the right operations rigor.
• Maintained high level of performance across business channels.

• Responsible for the operations management, strategic planning, workflow, continuous improvement, productivity, service levels, quality assurance, customer and employee retention programs and the training, mentoring and coaching of 500 HC Program .
• Reviewed financial and operational reports on regular basis to make effective decisions.
• Strategic planning and development of direct reports.
  

• Led, supervised and provided strategic direction for workforce of 350 employees.
• Responsible for day-to-day operations of call center with multiple campaigns from sales, technical support and customer service.
• Efficiently revised and implemented several operational processes to create a robust customer service experience.

• Maintained and improved Call Center operations and consistently exceed client objectives resulted to a fast turnaround of the project.
• Provided direct call monitoring and quality coaching feedback to representatives to maintain stellar team quality scores.
• Managed Call Center Supervisors and team of 100 HC

One of the pioneer group to launch the Australian BPO here in the Philippines. Assisted in the fast and successful ramp of the project.

• Played a major role in the formulations of the initial operations policies, systems and procedures in the Directory Assistance Program.
• Provides leadership and motivation to direct performance and work deliverables.
• Conducts regular coaching sessions for continuous improvement of efficiency and performance level of the team managers/supervisors and their respective team, and also to identify their strengths and opportunities.

Promoted to a Supervisor in less than a year. I was part of the pilot team that launched in Manila.

• Honed and effectively developed agents who similarly promoted to higher positions.
• Consistently delivered top CSAT scores for the team.
• 
  Responsible for managing day to day planning, operation and problem‐solving of a team to meet with the required service level components, standards and targets.

• Responsible for communicating professionally and courteously over the phone to customers while maintaining acceptable levels of sales, quality and attendance.
• Communicated clearly and effectively with customers.
• Provided quality service on every call.
• Prepared and takes incoming/outgoing calls in a timely manner.