Harvy June Hallasgo
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10 years of extensive leadership experience in BPO industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
14
14
years of professional experience
9
9
Certification
Work History
Team Manager
Amazon Operations Services Philippines INC
07.2019 - Current
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on weekly basis and coached and trained 25-30 team members, increasing quality of work and employee motivation.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Monitored incoming calls and provided feedback to 25-30 associates to improve quality of service.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
Business Analysts Lead/Team Manager
Amazon Operations Services Philippines INC
03.2021 - 03.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Performed ad hoc deep-dive analyses for specific business problems.
- Developed business cases, presentations and reports for senior management.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
Team Leader
Concentrix
08.2018 - 06.2019
- Assisted in launching new Financial Account(Fraud department)
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Team Manager
Convergys Phil. Inc
08.2013 - 08.2018
- Drive agents to excel on their performance and provide developmental map in preparation for support role
- Take on operations managers tasks in dealing with client performance review
- Assisted in developing support individuals to be the next leaders
- Exposed on best practices in handling other team managers and how to work with client
- Assessed support individuals and team leaders applying for managerial position in our program
Subject Matter Expert
Stream Global Services
06.2010 - 08.2013
- Provided customer and network administration services such as passwords, electronic mail accounts and troubleshooting.
- Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.
- Designed and prepared technical reports, studies and related documentation.
Technical Support Professional
Etelecare
06.2009 - 06.2010
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to ISP technical support needs.
Education
Bachelor of Arts - Philosophy
St. Thomas of Villanova Institute
Quizon City, Philippines03.2009
Skills
- Lean Six Sigma
- Business Analysis
- Technical Proficiency
- Employee Coaching and Mentoring
- Collaborate Cross-Functionally
- Scheduling and Coordinating
- Administration and Reporting
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Contact Management Systems
- Process Improvement Initiatives
- Lean Kaizen
Certification
- Certified Project Management Associate
- Certified Lean Six Sigma White Belt,
- Certified Lean Six Sigma Yellow Belt
- Certified Lean Six Sigma Green Belt
- ACES Level 1 and 2 Certified
- Certified Data Analytics Associate
- Certified Database Management Analysts
- Certified Data Science Associate
- Certified Continuous Improvement Practitioner
Timeline
Business Analysts Lead/Team Manager
Amazon Operations Services Philippines INC
03.2021 - 03.2022
Team Manager
Amazon Operations Services Philippines INC
07.2019 - Current
Team Leader
Concentrix
08.2018 - 06.2019
Team Manager
Convergys Phil. Inc
08.2013 - 08.2018
Subject Matter Expert
Stream Global Services
06.2010 - 08.2013
Technical Support Professional
Etelecare
06.2009 - 06.2010
Bachelor of Arts - Philosophy
St. Thomas of Villanova Institute
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