Frances Kimberly P. Tumimbang
Robinsons, Antipolo City
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
16
16
years of professional experience
Work History
Team Leader
Zigzag Connect
12.2018 - 01.2024
- Takes manager calls and live chats from customer to assist and provide information regarding product and loan eligibility
- Facilitates on-going key goals weekly target for all agents
- Conduct monthly coaching sessions with members of the team
- Sets goals for performance and deadlines in ways that comply with company's plans and vision
- Supporting wide group of Brokers seeking assistance with their loan applications for their customers
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
General Manager
Point LLC
08.2017 - 08.2018
- In charged of the operations of the whole team in the Philippines
- Oversee local managers and their teams
- Set policies and procedures
- Create and maintain the budget for the whole team
- Evaluate Manager’s performance
- Conduct Final Interviews for applicants
- Disseminate updates from the CEO to the Manager and their team
- Single point of contact for all existing clients
- Conducts Welcome Calls for new clients and Weekly calls for existing ones
- In charged of making sure that all systems are working
- Creates the Daily Dialing Schedule
- Single point of contact for all Payroll related concerns
- Leading and directing employees
- Delegates administrative tasks
- Conducts Monthly Town hall with the employees and the Management
Careers Advisor
GLS Pty. inc, Rockwell Business Center
07.2016 - 12.2016
- Advise people on how to source relevant training courses that would fit their skills and the job they want to land
- Help qualified Australian citizens to take advantage of the government’s initiative to fund their education and pay for it later
- Encourage potential students to sign up for a diploma or short courses available for them
- Discuss career and education options to potential students
Senior Analyst/ Project Implementation Specialist
ADP Philippines Inc
03.2015 - 06.2016
- Assists clients in the implementation of their updated Payroll systems
- Evaluates client needs
- Defines and executes on delivery and implementation process
- Schedules meetings for important project timeline
- Develop a timeline for the whole project implementation
- Conducts one on one tutorial on how to use the new and updated Payroll systems
- Head, Process Streamlining Team
- Develops a process that will be used for the future hires
- Identify the operations and/or the employee skills that could be improved to encourage smoother procedures efficient workflow and overall business growth
- Continually assess and improves process
- Adopt a systematic approach in order to identify, analyze and bring improvement in the existing business process
Project Manager/ Hot
West Contact Services, Inc
02.2012 - 02.2015
- Spot Worklist SPOC
- Proactively coordinate the day order lifecycle of various products while providing support for clients and ensuring service commitments exceed client expectations while adhering to corporate and departmental policies and procedures
- Assist the account team until the order is completed
- Answer queries and educate the customer about the ATT Services and processes
- Coordinate with provisioning regarding escalations
- Answer weekly reports to assure quality of work
- Hot Spot Worklist SPOC
- Professionally conduct the training or retraining of assigned operations employees with regards to Hot Spot Process
- Observe trainees to identify where they are experiencing difficulty, and take instructional steps to clarify information
- As necessary, assist with the activities involved in assessing client needs and designing the most effective, efficient, and appropriate training solutions and materials necessary to exceed client expectations while adhering to departmental policies and procedures
- Ensure all changes to policies and procedures are incorporated into training materials and course in a timely manner.
Customer Service Representative, Team Lead
NCO Group Philippines, Clark Freeport
06.2008 - 07.2010
- Provided consultation, leadership, instruction and supervision for individuals
- Demonstrated knowledge of group dynamics and skill in group leadership
- Provided leadership and consultation in a high stress environment
- Adept at planning, organizing, implementing, and evaluating programs
- Delegate tasks to appropriate personnel and manages conflict
- Monitor calls and do calibration
- Making sure that quality and call handling is met every week
- Do coaching to talk to agent about their progress and/or things that need to improve on
Education
Bachelor of Science - Financial Management
New Era Open University
Quezon City, Metro ManilaBachelor of Science - Civil Engineering
Central Luzon State University
Science City Of Munoz2006
Skills
- Ability to lead and direct others to achieve and exceed goals
- Troubleshooting, analytical and problem solving ability
- Self-motivated, detail-oriented, organized and able to prioritize workload
- Exhibit good communication (oral and written), organizational, and presentation skills
- Able to build strong working relationships with co-workers
- Able to wisely manage projects and meet deadline based on client’s needs
- Performance Evaluations
- Lean Six Sigma Green Belt – trained/on-going certification
- Call Center Operations
- Key Performance Indicators (KPI)
- People Management
- Coaching and Mentoring
Timeline
Team Leader
Zigzag Connect
12.2018 - 01.2024
General Manager
Point LLC
08.2017 - 08.2018
Careers Advisor
GLS Pty. inc, Rockwell Business Center
07.2016 - 12.2016
Senior Analyst/ Project Implementation Specialist
ADP Philippines Inc
03.2015 - 06.2016
Project Manager/ Hot
West Contact Services, Inc
02.2012 - 02.2015
Customer Service Representative, Team Lead
NCO Group Philippines, Clark Freeport
06.2008 - 07.2010
Bachelor of Science - Financial Management
New Era Open University
Bachelor of Science - Civil Engineering
Central Luzon State University
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