Dick Steven Regis
Performance Maximization - Quality Supervisor
Cebu City,CEB
Summary
Dedicated Quality Supervisor with a 2-year track record of providing outstanding quality standards that are followed in the development, delivery and execution of products and services. Experienced with leading cross-functional teams of up to 24 members. Implemented and developed improvement processes through collaboration with cross-functional teams. First-rate computer, analysis, and research skills. Specialties include achieving set targets, generating new strategies and maintaining accurate records. Equipped with ensuring all products meet or exceed customer quality expectations. Skilled at implementing quality metrics and leading improvement teams. Over 6 years of experience planning, directing and coordinating manpower to efficiently meet quality requirements for ePerformax Contacts Centers and BPO. Detail-oriented with 8 years of experience in successful program development. Known for promoting positive professional relationships and providing exemplary customer service. Skilled in time management and team coordination. Talented at investigating and adjusting processes by implementing quality assurance and control systems. Skilled at managing personnel and promptly addressing issues.
Overview
3
3
Certifications
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Performance Maximization - Quality Supervisor
ePerformax Contact Centers and BPO
Cebu
10.2018 - Current
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Devised specifications for processes.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Improved quality processes for increased efficiency and effectiveness.
- Provided observations, took measurements and performed tests at various stages according to quality control plan.
- Maintained excellent attendance record, consistently arriving to work on time.
- Managed team of 8-20 performance analysts, overseeing hiring, training, and professional growth of employees.
Performance Development Coach
ePerformax Contacts Centers and BPO
Cebu
01.2015 - 09.2018
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Led projects and analyzed data to identify opportunities for improvement.
- Increased customer satisfaction by resolving technical and member-to-member issues.
- Used Microsoft Word and other software tools to create documents and other communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Managed team of 15-20 employees, overseeing hiring, training, and professional growth of employees.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Performance Analyst
ePerformax Contact Centers and BPO
Cebu
08.2012 - 12.2014
- Developed and maintained quality assurance procedure documentation.
- Performed root cause analysis through call quality evaluations and interdepartmental action planning.
- Monitored inbound and outbound calls made by 40-80 employees to provide constructive feedback.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Education
Bachelor of Science - Nursing
06.2007 - 03.2011
Skills
Performance maximization
Accomplishments
- Used Microsoft Excel to develop inventory quality and action planning spreadsheets.
- Documented and resolved transfer accuracy including supervisor escalation opportunities which led to a significant improvement on transfer reduction, preventing penalties and overall improvement of customer service.
- Collaborated with team of 8 in the development of streamlining the reporting of code of conduct violations which resulted to effectively and efficiently providing feedback to teammates together with reinforcing accountability.
Certification
Global Communications Training
Timeline
Performance Maximization - Quality Supervisor - ePerformax Contact Centers and BPO
10.2018 - Current
C.O.A.C.H. Training
02-2015
Performance Development Coach - ePerformax Contacts Centers and BPO
01.2015 - 09.2018
T.I.E.R. Training
09-2012
Performance Analyst - ePerformax Contact Centers and BPO
08.2012 - 12.2014
Global Communications Training
07-2011
Cebu Normal University - Bachelor of Science, Nursing
06.2007 - 03.2011
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