Francis Frederick Lacap

• Led the overall operations of the Optus SMB portfolio with peak staffing of 225 FTEs & $7 million annual revenue.
• Devised processes to boost long-term business success and increase profit levels.
• Spearheaded operational deliverables and dependencies for new program implementation up to official launch and supported actual operations.
• Omni-channel experience (Voice, Messaging, Back Office) with experience on multiple verticals with multiple LOBs such as Customer Service, Technical Support, Sales, After-Sales Support and Consumer Billing/Retention, Case Management and Loop.
• Organized data analytics and presented business insights that influenced process, product and performance improvements.
• Facilitated coaching sessions to ensure consistent performance on client metrics & SLAs, financial delivery, and talent development.

• Transition Team Leader

Ensured readiness of new hires in production. Performance and metric management. Analyzed trends and created action plans for continues business improvement. Delivered performance through effective coaching, relevant training and sustained talent development. Collaborated with various resource units Training and Work Force to achieve optimal results.