JOHN PHILLIP LEAÑO DE FIESTA
NOVALICHES
Summary
A highly motivated and results-driven team leader with a proven track record of managing and mentoring teams to meet organizational goals and deliver high-quality results. Skilled in team coordination, project management, and ensuring seamless communication within teams. Focused on improving team performance, fostering a positive working environment, and achieving business objectives.
Overview
17
17
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
Team Lead
Cognizant Technology Solutions
02.2022 - Current
- Attend and participate in relative support-related activities and be able to communicate with product teams in a technical manner
- Facilitate huddle sessions in easily digestible information for agent and external facing communication
- Handle supervisor escalated interactions from operations team and stakeholders
- Act as a queue manager to ensure that the team attends to their cases in a timely manner
- Responsible for monitoring and improving performance of Customer Service Associates in own team by way of regular coaching to give updates and provide support, conducting buddy-up sessions to check work quality and provide real time feedback, setting goals and formulating strategies to achieve targets of the workflow as well, and evaluating monthly performance and accomplishing mid-year performance appraisals
- Provides real-time and effective feedback to Team managers and agents
- Conduct weekly coaching and follow up current action plans with team managers and agents to address existing and potential issues
- Perform root-cause analysis on errors and markdowns for client metrics such as quality and quality pass rate and use it as a tool to create better and high-impact action plans
Process Specialist (Quality Analyst)
Cognizant Technology Solutions
10.2019 - 02.2022
- Monitor associates service handling practices as defined by the business' Quality Framework and guidelines
- Owns DSAT RCA or data mining trend analysis as well as CSAT scrubbing, and recommendation reporting on CSAT and DSAT scores
- Deliver to expectations set by function as deemed critical to business continuity and success
- Facilitates QA huddle for any updates and reminders which are considered critical for business
- Monitors and reports progress of identified focus associates
- Provides specific verbal feedback to associates to improve effectiveness in delivering a consistent quality client experience
- Conduct weekly coaching and follow up current action plans with team leaders and agents to address existing and potential issues
Implementation Specialist
iSupport Global
05.2019 - 10.2019
- Overseas small business clients for ONEMINT and handle payroll processing HR and Benefits, Talent Solutions and Time and Labor management in one system
- Handles client technical issues on the system and provides real time resolutions
- Project Implementation for new and existing clients for recruitment, onboarding new hires, electing benefit plans and payroll processing
- Lead the implementation process from start to finish
- Engage with client project managers, defining client strategies and requirements, guiding clients through the implementation process, configuring application according to customer requirements and data conversion plans
- Work with clients to identify/resolve all issues that could impact project scope and/or timeframe
- Assist clients in running reports and building their open enrollment profile for employee self-service
Client Experience Coach / Interim Team Lead
ADP Philippines, Inc.
07.2015 - 05.2019
- Monitor associates service handling practices as defined by the business' Quality Client Experience model and guidelines
- Conduct call review as part of the business performance review process (Dispute Process)
- Owns data gathering or data mining trend analysis, and recommendation reporting on client experience performance for the business
- Deliver to expectations set by function as deemed critical to business continuity and success
- Partners with Managers regarding associate development plans on Quality Client Experience strategy
- Monitors and reports progress of identified focus associates
- Provides specific verbal feedback to associates to improve effectiveness in delivering a consistent quality client experience
- Responsibilities as Team Lead include overall team performance management and client relations management
- On performance management: Was responsible for monitoring and improving performance of Customer Service Associates in own team by way of regular coaching to give updates and provide support, conducting buddy-up sessions to check work quality and provide real time feedback, setting goals and formulating strategies to achieve targets of business unit as well, and evaluating monthly performance and accomplishing quarterly performance appraisals
- On client relations: Was able to participate in reviews, calibration sessions and focus group discussions by way of telecom meetings with clients and was responsible for identifying gaps in client's policies and procedures gathered from agents' feedback and escalations then recommending solutions to clients
- Provides real-time and effective feedback to Team managers and agents
- Conduct weekly coaching and follow up current action plans with team managers and agents to address existing and potential issues
- Perform root-cause analysis on errors and markdowns for client metrics such as quality and survey scores and use it as a tool to create better and high-impact action plans
Senior Analyst
ADP Philippines, Inc.
07.2013 - 06.2015
- Walk clients through the process of creating and updating their benefit plans
- Educate them on how to navigate and utilize WFN so they can update their benefit plans on their own
- Assist clients in running reports and building their open enrollment profile for employee self-service
- Dispatch connection task for connections that are impacted during their open enrollment
Central Quality Associate
Stream Global Solutions
07.2010 - 06.2013
- Handles Quality Assurance tasks for AT&T's Warranty Service Center operations here in the Philippines and the US based on client specifications and standards
- Presents calibration sessions with clients and partners and also provides feedback to Team Leads and support representatives
- Matched-pair evaluations on agents with poor CSAT scores
- Conduct TQO (Training, Quality & Operations) meetings to make sure everyone is aligned with current updates on the floor and provide feedback on agent behavior on a weekly basis
- Formulate a weekly reminder for Agents who commit the same markdowns from the recent week and give tips on how to avoid them
Customer Service Associate II/Subject Matter Expert
Stream Global Solutions
12.2007 - 07.2010
- Troubleshoot mobile devices including but not limited to; display, power, microphone, speaker, and earpiece issues
- Network diagnostics to address technical issues affecting line quality, static, dropped calls, and inability to place or receive calls
- Process exchange when troubleshooting does not resolve the issue presented
- Responsible for monitoring and improving performance of Customer Service Associates in aligned team by way of one to one coaching to give updates and provide support, conducting buddy-up sessions to check work quality and provide real time feedback and setting goals
Education
Primary Education -
National College of Business and Arts
06.1993 - 03.1998
Secondary Education - undefined
Ateneo de Zamboanga University
Zamboanga City, Philippines 06.1998 - 03.2002
Bachelor of Science - Nursing
Ateneo de Zamboanga University
Zamboanga City, Philippines 06.2002 - 03.2006
Skills
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Quality control
Performance improvement
Relationship building
Timeline
Team Lead
Cognizant Technology Solutions
02.2022 - Current
Process Specialist (Quality Analyst)
Cognizant Technology Solutions
10.2019 - 02.2022
Implementation Specialist
iSupport Global
05.2019 - 10.2019
Client Experience Coach / Interim Team Lead
ADP Philippines, Inc.
07.2015 - 05.2019
Senior Analyst
ADP Philippines, Inc.
07.2013 - 06.2015
Central Quality Associate
Stream Global Solutions
07.2010 - 06.2013
Customer Service Associate II/Subject Matter Expert
Stream Global Solutions
12.2007 - 07.2010
Bachelor of Science - Nursing
Ateneo de Zamboanga University
06.2002 - 03.2006
Secondary Education - undefined
Ateneo de Zamboanga University
06.1998 - 03.2002
Primary Education -
National College of Business and Arts
06.1993 - 03.1998