JERICHO ALAIN G. BAYLOSIS
Operations Manager
Bacolod
Summary
- Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
- Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
- Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
- Experienced in leading and directing call center operations with more than 150 direct reports. Disciplined manager with 17 years of BPO experience.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
14
14
years of post-secondary education
1
1
Language
Work History
Assistant Call Center Manager
Teleperformance
Bacolod City
05.2022 - Current
- Responsible for managing daily attendance and performance
- Provide support to supervisors in terms of coaching and guidance on team management
- Minimal report analysis
- Driving compliance on client updates and reinforce actions to drive performance
Manager Customer Care
Legato Health Technologies
Iloilo City
06.2021 - 02.2022
- Responsible for the daily management of the department
- Supervise workflow and performance of associates
- Participate in strategic planning and budget processes
- Ensure compliance with departmental policies and procedures
- Performs audits to monitor efficiency and compliance with policies
- Prepares reports
- Hires, trains, coaches, counsels and evaluates performance of direct reports
Operations Manager
Transcom Asia Inc
Bacolod City
10.2015 - 05.2021
- Meet call center financial objectives and explores opportunities to add value
- Monitors call center performance to identify operational problems and solutions
- Determines call center operational objectives by planning, conducting assessment and cost/benefit analysis and contributing to the organizational strategic plans
Subject Matter Expert Supervisor
Transcom Asia Inc
Bacolod City
08.2014 - 10.2015
- Point of contact for all floor supports/SME, providing campaign and client related updates
- Manage schedules for floor supports/SME to ensure full coverage for the operational hours
- Help manage campaign targets like AHT and FCR by providing support
Operations Supervisor
Transcom Asia Inc
Bacolod City
09.2009 - 08.2014
- Manage team and balance performance to meet client targets
- Coach and mentor agents on improving performance and reaching targets
- Empowering agents to exceed expectations and promote succession planning
- Complete ad hoc tasks and submit proposals for process improvement
- Monitor real time attendance and process payroll for agents
- Provide real time feedback on campaign updates and processes
Specialist I/ Product Trainer
Teletech Iloilo, SM City Manduriao
Iloilo City
07.2008 - 07.2009
- Facilitate new hire classes and ensure smooth transition from training to production
- Facilitates product specific training, tool usage, and basic call handling skills
- Facilitate client specific Up- Trainings and updates
- Monitoring daily progress of new hire classes in preparation for the production floor
- Coaching new hire agents on improving call handling skills and product knowledge
- Administrative task and creating client specific reports
Customer Service Representative
Teletech Iloilo, SM City Manduriao
Iloilo City
01.2008 - 07.2008
- Tier 1 customer care contact
- Tier 1 troubleshooting for supported phones and devices
- Sales and promotions of products
- Answer billing questions and concerns
- Processing over the phone orders and requests
Customer Care Representative
Teleperformance
Bacolod City
10.2006 - 01.2007
- Over the phone sales and promotions
- Process over the phone sales and replacement
- Tier 1 troubleshooting for supported devices
Technical Support Representative
Sykes Asia Inc
Mandaue City
10.2005 - 08.2006
- Tier 1 technical support troubleshooting for DSL internet connection
- Internet troubleshooting for Windows and Apple supported devices
- Basic product support for Windows applications
- Scheduling technician dispatch for DSL line and connectivity issues
Education
Bachelor of Arts - Political Science
University of The Philippines in The Visayas (UPV)
Miag-ao, Iloilo 06.2001 - 03.2005
Bacolod City National High School
Bacolod City 06.1997 - 03.2001
GED -
West Negros College
Bacolod City 06.1990 - 03.1997
Skills
MS - Office Applications
Timeline
Assistant Call Center Manager
Teleperformance
05.2022 - Current
Manager Customer Care
Legato Health Technologies
06.2021 - 02.2022
Operations Manager
Transcom Asia Inc
10.2015 - 05.2021
Subject Matter Expert Supervisor
Transcom Asia Inc
08.2014 - 10.2015
Operations Supervisor
Transcom Asia Inc
09.2009 - 08.2014
Specialist I/ Product Trainer
Teletech Iloilo, SM City Manduriao
07.2008 - 07.2009
Customer Service Representative
Teletech Iloilo, SM City Manduriao
01.2008 - 07.2008
Customer Care Representative
Teleperformance
10.2006 - 01.2007
Technical Support Representative
Sykes Asia Inc
10.2005 - 08.2006
Bachelor of Arts - Political Science
University of The Philippines in The Visayas (UPV)
06.2001 - 03.2005
Bacolod City National High School
06.1997 - 03.2001
GED -
West Negros College
06.1990 - 03.1997
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