Catherine Kate G. Jacinto

• Manage Operations Managers along with Team Supervisor to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Coach and develop the workforce to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares Manila projects performance reports by collecting, analyzing, and summarizing data and trends. Lead weekly status meetings and provide metrics to the leadership team.
• Collaborate and influence multiple partners within the company to ensure project objectives and performance standards are met. Partner with corporate leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
• Proactively manage changes in project scope, identify potential risks, and devise contingency plans throughout the project life cycle.
• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Work on special projects or tasks as assigned.
• Responsible for the respective department’s overall performance and motivating the team to exceed department goals and objectives. Managing a diverse workforce includes real-time coaching, motivation, mentoring, and appraisal for the assigned employee group.

• Handled Vape and Home Renovation accounts that support customer service in different platforms, Voice and non Voice ( chat and email)
• Oversee and direct the activities of programs assigned along with all Team Leaders and staff of the campaigns being handled.
• Takes ownership of a wide spectrum of responsibilities and must be able to multitask with ease and proficiency.
• Responsible for regular and daily interactions with all the company departments/ campaign

team leaders and the whole management team.

• Maintain an open line of communication between clients and senior management through

business reviews.

• Responsible for all aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service,problem resolution and the like.
• Develop and guide the team leaders in implementing action plans and its objectives.
• Ensure compliance with all established policies and procedures.
• Assist the SOM and OD in crafting operations procedures and takes the lead in implementing it.
• Creates revenue forecast on a weekly monthly quarterly and annually and reports to the

company stakeholders the overall status and health condition of the programs handled.

• Builds partnership with synergy departments such as recruitment, training, workforce, and HR in working and addressing daily operational needs.

• Handled customer service and tech support for telco account.
• Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.
• Analyzes call statistics to ensure performance and quality standards are met.
• Proactively identifies and drives process improvements and initiatives.
• Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.
• Handles supervisor calls and oversees escalation queue.
• Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolve day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.
• Trains new employees to ensure professional, performance and quality standards are met.
• Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team.
• Delivers performance reviews of team members.
• Conducts disciplinary interview/counseling, and completes and files all necessary HR documentation.
• Participates in client quality calibration sessions.

• Minimize and prevent losses capability the following: performing investigations, placing deposit holds, returning checks, restricting accounts, blocking ATM/debit cards, analyzing suspicious account activity and properly reporting and categorizing activity that has created loss exposure.
• Documenting the review and investigation process followed for each account reviewed and preparing various documents, reports, and system entries as necessary for financial entry, certification, reporting, and statistical purposes.
• Consistently show good decision-making, professionalism, and a willingness to take ownership in reaching an effective decision on any fraud tool.

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• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed high levels of call flow and responded to [Type] technical support needs.
• Translated complex technical issues into digestible language for non-technical users.