AURORA SALONGA NAVARRO
Cebu City
Summary
Site Lead / Senior Operations Manager with 18 years of BPO experience handling telco billing and repair, financial, retail, emerging markets and sales verticals. Possesses impeccable written and verbal communication skills, and excellent interpersonal skills. Awarded as Blue Diamond Club Title for Commitment (Q2, 2017) with a number of acknowledgement for TOPS (Teleperformance Operational Processes and Standards) Olympics (Grand Champion for 2017). Awarded as the TP Insular Champion for Employee Engagement for 2016 and recognized as one of the Outstanding Managers by the client for 2015. Overall TOPS’ account score of 93% in process for 2017, Q4 Audit and 98% for Q1, 2018 Audit. Certified COPC Lean Six Sigma Yellow Belt manager in 2020, with projects submitted to AHT improvement resulting into a savings of $324K annualized TP and Client Benefit. Received multiple nomination for Circle of Excellence under commitment with several acknowledgement as the program lead with the highest Employee Satisfaction Survey among all the TP Cebu Site programs.
Overview
20
20
years of professional experience
Work History
Site Lead
TP CITP
06.2022 - Current
- Collaborates with other support teams and functions to ensure that the overall site operations goals and expectations are aligned, accurately communicated, and consistently providing quality customer experience
- Drives site excellence by maintaining compliance to various operational systems, norms, standards, & guides
- Advocates our main goal to make “happy employees from inside-out”
- Ensures financial target are being met by the programs within the site
Senior Operation’s Manager
TP CITP
11.2019 - Current
- Handles genealogy account which caters to sales, cancellation, DNA, Family Tree calls that requires high level of proficiency in customer service and analytical skills
- Support skills related to voice, chat, e-mail, back office, SMS and WhatsApp
- Leads an FTE of 300 agents, 2 Managers, 15 Supervisors and 2 Sites
- Manages day to day operations and ensures to exceed the client KPI (Key Performance Indicators) expectations
- Handles client relationship, hosting business reviews and other client calls
- Takes responsibility on the financials – annual and quarterly submissions
- Handles invoices and represent TP for financial related calls and discussions with the clients
- Responsible in growing the account from 30 to 300+
Senior Operation’s Manager
TP INSULAR
04.2014 - Current
- Handles telco account which caters to billing and repair calls
- Leads an FTE of 350 agents, 3 Managers, 22 Supervisors
- Manages day to day operations and ensures to exceed the client KPI (Key Performance Indicators) expectations
- KPI Includes the following: VOC (Voice of the Customer), FCR 168 (First Call Resolution), AHT (Average Handling Time and TRANSFER
- Responsible for the attainment of client set goals, efficiency targets and overall performance
- Analyzes Agents / Supervisors / Assistant Managers performance and develops action plan to bridge gaps through TOPS (Teleperformance Operational and Processes Standards) and WKAP (Weekly Action Plan)
- Implements and audits TOPS as a tool to maintain / increase performance
- Works with Account Manager to manage the financials of the account
- Attends client calls including Weekly Business Reviews and touch base
- Awarded as the vendor with the most consistent FCR Performance for the Quarter 1, 2018 (Number 1 across all vendors)
- Awarded as the leading account for 2018 Employee Engagement Best Place to Work Team
Account Manager
SYKES MARKETING SERVICES, INC.
01.2005 - 01.2014
- Handles auto-financial account
- Leads and FTE of 200 agents
- Manages day to day operations
- Accountable for the performance of the cluster
- Fully implement and audit coaching
- Analyze KPI, identifying issues and trends
- Performs Root Cause Analysis and formulates and executes action plans to improve performance
- Assist Director in executing account-wide initiatives
- Presents WBR, MBR and Client Calls
- Works with the director in preparation of the Budget and monthly financial reviews
Education
BA - LAW
University of San Jose Recoletos
MA - History
01.2009
BA - HISTORY
University of the Philippines, Diliman
01.2006
Skills
- Excellent writing and communication skills
- Champion for Employee Engagement
- Hosting and Presentation skills
- Lean Six Sigma trained
- Attended seminars and training for personality development and leadership
References
Nhemz Estrella, Site Director / Operations – TP CDO, +63 918 864 6763
Timeline
Site Lead
TP CITP
06.2022 - Current
Senior Operation’s Manager
TP CITP
11.2019 - Current
Senior Operation’s Manager
TP INSULAR
04.2014 - Current
Account Manager
SYKES MARKETING SERVICES, INC.
01.2005 - 01.2014
MA - History
BA - HISTORY
University of the Philippines, Diliman
BA - LAW
University of San Jose Recoletos
Similar Profiles
Anush HayrapetyanAnush Hayrapetyan
Operations Customer Expert II at Teleperformance (TP)Operations Customer Expert II at Teleperformance (TP)
Carmela HoukCarmela Houk
Project Manager at TP MechanicalProject Manager at TP Mechanical
CHANDHRU SCHANDHRU S
Consultant - HR at CIEL HR Services Limited Deputed to TP Solar LtdConsultant - HR at CIEL HR Services Limited Deputed to TP Solar Ltd
ROSE KRISTINE C. OCAÑAROSE KRISTINE C. OCAÑA
Operations Manager at Ocaña Trading CorporationOperations Manager at Ocaña Trading Corporation
Markjun CañoMarkjun Caño
Aircon Technician and HVAC at MC DonalsAircon Technician and HVAC at MC Donals