Bryan Christian Fuentes
Manager in Operations
Cebu City
Summary
An adept BPO/BPM industry professional with more than a decade work experience; determined and well-rounded individual as I have transitioned from being a Technical Support/Customer Service Associate; Quality Assurance; Team Supervisor; Group Manager; Mentor Program Advisor; and Manager Intern in Learning and Development. Great skills in mentoring and challenging the team members to meet and exceed company goals. A Collaborative leader with dedication in partnering with coworkers to promote engaging, and empowering work culture; and documented strengths in building and maintaining relationships with diverse range of stakeholders in a dynamic and fast-paced settings.
Overview
15
15
years of professional experience
Work History
Manager Intern, Learning and Development
Qualfon Philippines, Inc
Cebu City
03.2022 - Current
- Specializes to help businesses by developing, facilitating, and supervising training programs for employees.
- Develop training manuals that target tangible results.
- Implement effective and purposeful training methods.
- Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Shift Manager – Mentor Program Advisor
Qualfon Philippines, Inc.
Cebu City
03.2020 - 03.2022
- Nurture newly hired employees to help break down barriers and create opportunities for success.
- Overseer of the Program
- Facilitates Peer Mentor Selection
- Facilitates training and orientation with the Peer Mentors prior onboarding
- Monitors/tracks progress of the Peer Mentor and the Mentee
- Provides feedback and coaching to Mentors
- Participates Mentor feedback sessions with Learning and Development, Operations, and other key departments
- Reports progress and recommendations to better the employee journey and/or onboarding experience.
Shift Manager - Operations
Qualfon Philippines, Inc.
Cebu City
04.2017 - 03.2020
- Responsible to oversee a group with a minimum of 5 supervisors.
- Manage the activities and workflow of Operations Group, including Call Center.
- Provides training to staff members; on telephone protocols and relevant project information.
- Analyzes all central operation reports, create and implement processes to ensure overall project requirements are met.
- Develop policy and procedures in approved formats.
- Looks after that the Operations Staff complies with and supports company quality assurance and customer experience.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained and mentored new employees to maximize team performance.
- Promote team building with continual improvement in accuracy and speed.
Operations Supervisor
Qualfon Philippines, Inc.
Cebu City
05.2010 - 04.2017
- Provides leadership and coaching to twenty (20) agents in order to provide high quality technical and customer service support to the account.
- Maintain ownership of technical and core skills development of agent’s performance which results to high Quality and Customer Experience scores from the program handled.
- Manage the given metrics provided for by the management which is consistent with the business objectives contractual requirements of the account.
- Motivate and train employees to maximize team productivity.
- Analyze department metrics and performance and reported findings to management.
- Conduct root cause analysis in deficient areas to identify and resolve issues.
Quality Analyst
Qualfon Philippines, Inc.
Cebu City
05.2010 - 08.2010
- Ensures that all quality activities/initiatives are performed in a timely manner.
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Conduct call monitoring, feedback, and coaching; quality calibration; data Analysis for leadership team.
- Lead process improvement projects to help operations meet and exceed quality standards
- Recorded findings of inspection process, collaborating with the operations team to implement smart actions and interventions.
Tier 3 Technical Support Representative
Qualfon Philippines, Inc.
Cebu City
01.2009 - 05.2010
- Provide maximum customer care service/assistance ensuring outstanding call resolution by adhering to the Company’s standards and procedures as well with the clientele.
- Assist any external and/or internal escalations of unresolved and/or ongoing issues.
- Assist customers calling/chatting/emailing for issues about their mobile devices, account situation, credit cards, etc.
- Perform outbound calls to follow-up resolved/unresolved concerns for retention and better customer experience.
- Protect customers' Personal Identifiable Information.
- Maintain excellent attendance record and productivity.
- Maintain excellent overall scorecard, quality score and customer experience.
Tier 1 Technical Support Representative
Qualfon Philippines, Inc.
Cebu City
09.2007 - 01.2009
- Provide maximum customer care service/assistance ensuring outstanding call resolution by adhering to the Company’s standards and procedures as well with the clientele.
- Handle 50 - 60 calls per day to address customer inquiries and concerns.
- Assist customers calling for issues about their mobile devices, account situation, credit cards.
- Protect customers' Personal Identifiable Information.
- Maintain excellent attendance record and productivity.
- Maintain excellent overall scorecard, quality score and customer experience.
Education
Bachelor of Science - BSBA - Human Resource Development And Management
University of San Jose - Recoletos
Cebu City, Philippines04.2016
Associate of Science - Health Science Education
University of Cebu - Banilad
Cebu City, Philippines05.2006
Skills
- Customer Service
- Technical Support
- Customer Retention
- Conflict Resolution
- Customer Experience and Satisfaction
- Quality Monitoring/Evaluation
- Creative Team Leadership
- Collaboration
- Team Building
- Performance Coaching and Management
- Team Management
- Talent Acquisition
- Recruitment and Selection
- Mentoring
- Employee Onboarding
- Employee Relations
- Human Development
- Development of Training Materials
- Training and Development
Accomplishments
· 15-Year Service Award (Qualfon Philippines, Inc.) 2022
· Produced over 40 staffs thru Career Mentoring
· Top Shift Manager for 2019
· Core Value Awardee for 2019
· Top Performing Supervisor – 2nd Quarter (Qualfon Philippines, Inc., Corporate Department), 2016
· Project Study With Distinction for the study about absenteeism (University of San Jose Recoletos), 2016
· Certificate of Recognition and Completion (Leadership Academy, Qualfon Philippines, Inc.) 2015
· 5-Year Service Award (Qualfon Philippines, Inc.) 2013
· 10-Year Service Award (Qualfon Philippines, Inc.) 2017
· Certificate of Excellent Scorecard Performance(Qualfon Philippines, Inc.) 2010, 2009, 2008
· Certificate of Quality Excellence (Qualfon Philippines, Inc.) 2009, 2008
· Operations Manager Certified thru Qualfon’s Advance Leadership Academy
· Created and designed the offline/back office guidelines in terms of call and chat handling for efficiency
Timeline
Manager Intern, Learning and Development
Qualfon Philippines, Inc
03.2022 - Current
Shift Manager – Mentor Program Advisor
Qualfon Philippines, Inc.
03.2020 - 03.2022
Shift Manager - Operations
Qualfon Philippines, Inc.
04.2017 - 03.2020
Operations Supervisor
Qualfon Philippines, Inc.
05.2010 - 04.2017
Quality Analyst
Qualfon Philippines, Inc.
05.2010 - 08.2010
Tier 3 Technical Support Representative
Qualfon Philippines, Inc.
01.2009 - 05.2010
Tier 1 Technical Support Representative
Qualfon Philippines, Inc.
09.2007 - 01.2009
Bachelor of Science - BSBA - Human Resource Development And Management
University of San Jose - Recoletos
Associate of Science - Health Science Education
University of Cebu - Banilad
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