Arjay Sanchez
Bachelors Degree In Education
Bacolod City, Province Of Negros Occidental
Summary
Experienced with managing contact center operations and leading teams to success. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of implementing process improvements and driving team performance.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Contact Center Manager
Teleperformance
10.2023 - 01.2025
- Managed a team of new hire customer service representatives (200-250 FTEs) and reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
Assistant Center Manager
Teleperformance
11.2022 - 09.2023
- Managed work and performance of more than 80 employees.
- Managed daily schedules, ensuring optimal allocation of resources and staff coverage.
- Collaborated with center manager to develop and implement policies, procedures, and goals for improved performance.
- Mentored junior staff members to foster professional growth within the organization''s talent pool.
- Facilitated open communication among team members by conducting regular staff meetings and reviews.
- Evaluated employee performance against established benchmarks for continuous improvement opportunities.
Supervisor of Operations
Teleperformance
08.2020 - 10.2022
- Supervised 15-20 New Hire customer representatives.
- Reached target KPIs consistently by closely monitoring agent performance, providing effective coaching and addressing any gaps in knowledge or skill sets.
- Increased employee retention through effective coaching, mentoring and follow up on the agreed action items.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Subject Matter Expert
Teleperformance
02.2020 - 07.2020
- Mentored new hire team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on resolution explanation and strategies.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Service Representative
Teleperformance
10.2018 - 01.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Secondary School Physics Teacher
Bukidnon National High School
03.2018 - 09.2018
- Enhanced student comprehension by incorporating real-world examples and hands-on activities in lesson plans.
- Continuously updated teaching materials to ensure relevance and alignment with current curriculum standards.
- Assessed student progress through formative and summative assessments, adjusting teaching strategies to meet individual needs.
Education
Bachelor of Science - Secondary Education
Central Mindanao University
Maramag, Province Of Bukidnon, Philippines 03.2013 - 06.2017
Skills
Operations and customer service management
Teamwork and collaboration
Coaching and mentoring
Reporting skills & MS Office Proficient
Documentation expertise
Problem-solving abilities
Adaptability and flexibility
Verbal and written communication
Organizational skills & Task prioritization
Data analysis & Analytical thinking
Interpersonal skills
Performance evaluation and monitoring
Timeline
Contact Center Manager
Teleperformance
10.2023 - 01.2025
Assistant Center Manager
Teleperformance
11.2022 - 09.2023
Supervisor of Operations
Teleperformance
08.2020 - 10.2022
Subject Matter Expert
Teleperformance
02.2020 - 07.2020
Customer Service Representative
Teleperformance
10.2018 - 01.2020
Secondary School Physics Teacher
Bukidnon National High School
03.2018 - 09.2018
Bachelor of Science - Secondary Education
Central Mindanao University
03.2013 - 06.2017
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