Geiane Matthew Aguirre
Senior Operations Manager
Naga
Summary
A highly self-motivated professional in the Telecommunications Industry with an experience in building and maintaining performance in contact centers. Demonstrates a proven ability to thrive in a fast-paced work environment, showcasing exceptional organizational and time management skills. Recognized for possessing strong communication, problem-solving, and decision-making skills, contributing to successful outcomes and effective team collaboration.
Overview
7
7
years of professional experience
Work History
Senior Operations Manager
Quantrics Enterprises Inc
09.2020 - Current
- Oversee segment performance by managing the activities of the segment along with supervising a team of 150 agents and 10 Team Managers. This entails continuous monitoring of key performance indicators, ensuring compliance, meeting financial objectives, managing attrition, and overseeing the hiring process. Additionally, I proactively identify areas for improvement and implement strategic initiatives to elevate overall segment performance.
- Facilitate weekly coaching sessions for team managers to offer guidance and support. These sessions involve scrutinizing compliance deliverables, ensuring adherence to processes, and managing team performance. Furthermore, I conduct learning sessions aimed at enhancing their leadership skills, addressing challenges, and aligning their efforts with the segment's goals and objectives.
- Conduct weekly reviews with clients to delve into performance trends, outlier management, process improvement requests, and the overall activities of the segment.
- Develop and execute operational strategies to optimize processes, enhance productivity, and improve efficiency within the segment. This requires a thorough analysis of data, identification of improvement opportunities, and collaboration with relevant stakeholders to implement tailored actions.
- Uphold compliance and quality assurance standards by implementing rigorous measures, conducting audits, and promptly addressing any non-compliance issues. This ensures the safeguarding of operational integrity within the segment.
Team Manager
Quantrics Enterprises Inc
09.2018 - 09.2020
- Manage performance results for a team comprising 15-20 agents through a comprehensive approach. This involves conducting weekly performance coaching sessions through one-on-one sessions, call listening, and side-by-side support to ensure individualized attention and development.
- Facilitate weekly one-on-one sessions with the SOM to present and discuss team performance results, fostering collaboration and alignment with the segment's objectives.
- Proactively manage and address client escalations, demonstrating a commitment to resolving issues promptly and maintaining strong client relationships.
- Implement a robust tracking system for performance results, identifying performance trends, and formulating strategic action plans to address both behavioral and skill-related issues. This approach ensures a proactive stance in optimizing team performance and fostering continuous improvement within the agent headcount.
Technical Support Representative
Quantrics Enterprises Inc
04.2018 - 09.2018
- Takes Inbound calls and provides timely and efficient technical assistance to customers who are having internet and device issues.
- Diagnose and resolve technical problems, guiding customers through step-by-step solutions and escalating complex issues to higher-tier support when required.
- Document and maintain detailed records of technical inquiries, solutions, and recurring issues, contributing to a comprehensive knowledge base for future reference.
Customer Sales Consultant
Convergys Philippines
05.2017 - 01.2018
- Handles sales calls, offering promotional offers, and subscription plans to prospective customers, highlighting features benefit and values.
- Take inbound calls from existing customers who are up for upgrades and offer additional line.
- Address customers’ requests promptly and accurately to ensure positive customer satisfaction levels
Education
Bachelor of Science - Hotel And Restaurant Management
Mariners Polytechnic Colleges Naga City
Naga City Camariner Sur 04.2001 -
Skills
Strategic Planning
undefinedTimeline
Senior Operations Manager
Quantrics Enterprises Inc
09.2020 - Current
Team Manager
Quantrics Enterprises Inc
09.2018 - 09.2020
Technical Support Representative
Quantrics Enterprises Inc
04.2018 - 09.2018
Customer Sales Consultant
Convergys Philippines
05.2017 - 01.2018
Bachelor of Science - Hotel And Restaurant Management
Mariners Polytechnic Colleges Naga City
04.2001 -
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