Ivy Ancajas

• Team Leader for Majors Account, Workforce Management from August to November 2022: Manages client-facing team of 9-11 associates who support practitioners and administrators and provide solutions with concerns related to clients’ time and attendance configurations on website and/or physical time clocks. Team helps integrate and optimize Time & Attendance and Payroll systems.
• Team Leader for Majors Account, Technical Services from January 2018 to August 2022: Manages client-facing team of 10-15 associates who support practitioners, administrators and company IT of external clients, and fellow ADP associates from Payroll, HR and Workforce Management functions. Team helps troubleshoot and resolve login errors, website configuration errors, issues on security access and permissions, and assists clients in running standard reports, creating custom reports, and fixing data importing errors.

Job Description:

People Management

• Drives initiatives and monitors team’s performance to improve quality and productivity ensuring that the defined set of performance standards are met
• Manages timekeeping, leave and shift schedule for the team and provides support for absenteeism
• Provides regular call evaluations and coaching sessions
• Discusses associate’s developmental opportunities, mobility and performance enablement
• Creates high associate engagement (Stand-Out Engagement Pulse)
• Delivers regular performance review and contributes to annual appraisal (Stand-Out Performance Pulse)
• Manages associate retention and reports potential attrition
• Manages associate and client escalations
• Conducts interviews for promotion, internal and external hires
• Mentor individuals for a potential promotion
• Oversees functional training for new hires and upskill training

Operational Director
• Collaborates within and outside org partners to ensure service alignment on processes and directives
• Identifies and propose changes that will improve quality and productivity
• Participates or takes lead on different activities to enhance associate performance and engagement
• Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics

Organizational Ambassador
• Translates senior management thinking, vision, and strategy into action
• Enforces adherence to organization’s processes and policies

Accomplishments:

• FY20 PH SME for Co-Browse (collaboration with US Partners)
• FY20 Top Team Leader for Majors Account
• Successful transition to WFH setup of Alabang Site and led the monitoring of

• ISP connectivity issues and provided support and ensured associate availability
• FY21 Piloted Coach-Forward Coaching Methodology
• Six (6) consecutive quarters with 90+ Stand-Out Engagement Pulse:
FY21 Q4 90% | FY22 Q1 92%, Q2 92%, Q3 91%, Q3 96%, FY23 Q1 100%
• FY22 Team Performance Global Best Top2 Box (Client Satisfaction):
Q1 94.3% | Q2 92.7% | Q3 96.2% | Q4 92.5% | FY23 Q1: 95.8%
• Significantly Improved Productivity - Average Handle Time (AHT):
Q1 20.3 | Q2 18.7 | Q3 18.06 | Q4 17.5
• FY22 Q4 Lead Like A Rock-Star Award (Global competition)

Job Description:

• Client Experience Coach
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Conducted booster sessions and quality roadshows for new hires
• Evaluated calls of both tenured and newly hired inbound associates and resolutions team- 100% Productivity / 40-50 associates
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions
• Coached associates and monitored improvement on call handling
• Client Satisfaction score trend analysis and reporting
• Streamlined existing processes
• Participated in departmental meetings to establish short- and long-term strategy
• Collaborated US Partners during National calibrations

Accomplishments

• Improved Call Evaluation/Selection Process: Determined short and long call durations
• Documented Process: ‘Case Documentation’ - Dummy Accounts Distribution
• Revised Survey Score Dispute Process – to include call listening and identify impactful behaviors that may disqualify disputes
• Security Ambassador: POC for any security-related processes and resources
• Initiated Security Policy Roadshows with all Inbound Teams
• Defined Technical Services Scope of Support
• Created Scenario-Based-Coaching Playbook of sample call scenarios
• Created Call Management Strategy for All-In Associates
• Created Case Work Quality Guidelines for Resolutions Team
• Created Client Experience Form in line with Just Do It initiative
• Underwent Emerging Leaders Program and project ADP Homegrown that Won People’s Choice and Senior Leadership Team's Project of Choice awards

• Handled inbound calls for technical services
• Exceeded Performance Goals: 4-5 Performance Rating and Incentive
• Accomplishments/Stretch Assignments
• Conducted booster sessions during ADPR Retrofit Trainings
• Team POC and handled Client Escalations
• Top 10 – BIG Challenge - ADP Custom Reporting Sample Reports Awareness & Usage

• Handled Internet, TV and cVoIP Services and billing issues
• Accomplishments: Top Performer for Client Net Satisfaction
• Berlitz Certified

ePLDT Ventus, Inc (PLDT Subsidiary)

Handled internet service and billing issues

• Handled Sensitive Accounts and Bank Clients Appraisal Reports
• Assisted Account Managers in drafting and finalizing Sales Quotations
• Assisted Account Managers in setting up meetings and client calls
• Reported completed projects
• Managed coordination with production team and appraisal engineers

• Took part in developing software for Purchasing Department through data entry and program testing.