Fatimartha Vital
Mexico
Summary
Experienced professional with advanced leadership and management skills, seeking a position to contribute towards company goals. Expertise in independently managing projects and providing valuable recommendations to management and clients. Strong focus on customer satisfaction, with excellent verbal communication and problem-solving abilities. Skilled in teamwork, people management, and process improvement, always striving for excellence in all tasks undertaken.
Overview
14
14
years of professional experience
Work History
Assistant Manager
TATA Consultancy Philippines
6 2019 - 9 2023
- Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service
- Conduct annual performance reviews for all managed services direct reports
- Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
- Ensure that agents have the knowledge, skills and equivalent required to carry out their functions effectively and efficiently.
Chat Support Lead
ARVATO BERTELSMANN
09.2015 - 02.2017
- Work with project managers to determine and assess project scope, production capacity and set priorities for the team
- Actively participate in the decision-making process with management and oversee the necessary adjustments to ensure that the team meets expectations
- Create a work environment that is motivating for team members and which fosters development and creation
- Interpret and develop standards and goals for customer service.
Chat Support Lead
CONVERGYS PHILIPPINES
04.2015 - 08.2015
- Provides direction and guidance to guarantee consistent achievement of key performance metrics
- Modifies operations as needed to meet service level agreements under supervision of Operations Manager
- Implement and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives
- Monitor and analyze key performance indicators (KPIs) to track progress and identify areas for improvement.
Chat Support Lead
Transcom Worldwide Philippines
02.2014 - 04.2015
- Develop and implement operational policies and procedures to streamline workflows and enhance productivity
- Monitor and analyze key performance indicators (KPIs) to track progress and identify areas for improvement
- Drive ongoing improvement of operational processes with Top Management to deliver efficiencies, ensuring consistency across the entire operation
- Identify team's development needs & drive improvement plans so the team is able to deliver the expected results in consistent manner.
Operations Manager OIC
Cyber City Teleservices/iQOR
05.2011 - 01.2014
- Support to define and build workflow; test flow; manage improvements and optimizations
- Interact with the Head of Operations and other members of the Management Committee (Mancomm) and maintain operations by directing all activities which are performed daily, weekly and monthly
- Review the performance of the Operations Supervisor and the rest of the team members and responsible for conducting coaching development opportunities for them
- Deliver expected results through a set of balanced score card which includes KPI like NPS Scores, Service Level Performance.
Operations Manager
Teletech Pampanga
02.2008 - 01.2011
- Identify and implement improvements in service delivery processes, tools, and methodologies to enhance efficiency and customer experience
- Mentor and develop inhouse team
- Nurture an environment where they can excel through encouragement and empowerment
- Translate client requirements into solutions, and confident with an ability to handle pressure in critical situations by always ensuring that client requirements are met i.e
- NPS, Service Level Agreements
- Client Relationship Management: Build and nurture relationships with prospective and existing clients
- Understand clients' needs, challenges, and goals to position the company's offerings effectively
- Act as the primary point of contact for client inquiries and provide timely and relevant responses.
Operations Supervisor
Sutherland Global Services
08.2006 - 01.2008
- Business Strategy and Planning: Contribute to the development of business development strategies and goals
- Work with the management team to devise strategies for market penetration and expansion
- Provide input on product/service enhancements based on client feedback and market insights
- Set clear performance expectations and provide regular feedback and performance evaluations
- Foster a culture of continuous improvement and accountability
- Motivate, mentor, and develop a high-performing team
- Provide regular updates on sales opportunity, pipeline, activities and feedback to the Management
Customer Service Rep
Cyber City Teleservices
06.2003 - 08.2006
- First point of contact for entire workplace experience management
- Be an active member of the People Operations team; sharing insights on how to provide better experiences for our growing employee
- Customer Support & Communication: Respond promptly to customer inquiries, primarily through phone calls and WhatsApp, addressing their queries, providing critical information, and guiding them
- Collaborate closely with the internal cross-functional team to resolve issues and ensure overall customer satisfaction
- Sales Team Assistance: Provide administrative support to the sales team, including monthly sales reconciliation for customers, issuance of service level agreements, onboarding new customers, and any other tasks assigned by management.
Education
Bachelor of Science - Hotel, Motel, And Restaurant Management
Holy Angel University
04.2001 -
High School Diploma -
Holy Family Academy
04.2001 -
Elementary Diploma -
Holy Family Academy
04.2001 -
Skills
Operations Management
Product and service knowledge
Employee Performance Evaluations
Cost Reduction
Strategic Planning
Performance reviewing
Process Improvement
Project Planning
Business Analysis and Reporting
Trainingsattended
- December 17, 2023: Project Management Fundamentals 101: Introduction to Traditional, Hybrid, and Project Management
- December 16, 2023: Communication Management 101: Mastering the Fundamentals of Effective Communication for Building Strong Professional Relationship
- December 12, 2023: Lean Six Sigma White Belt Certified
Emailaddress
fatimarthavital@gmail.com
Timeline
Chat Support Lead
ARVATO BERTELSMANN
09.2015 - 02.2017
Chat Support Lead
CONVERGYS PHILIPPINES
04.2015 - 08.2015
Chat Support Lead
Transcom Worldwide Philippines
02.2014 - 04.2015
Operations Manager OIC
Cyber City Teleservices/iQOR
05.2011 - 01.2014
Operations Manager
Teletech Pampanga
02.2008 - 01.2011
Operations Supervisor
Sutherland Global Services
08.2006 - 01.2008
Customer Service Rep
Cyber City Teleservices
06.2003 - 08.2006
Bachelor of Science - Hotel, Motel, And Restaurant Management
Holy Angel University
04.2001 -
High School Diploma -
Holy Family Academy
04.2001 -
Elementary Diploma -
Holy Family Academy
04.2001 -
Assistant Manager
TATA Consultancy Philippines
6 2019 - 9 2023