Johnell T. Gutierrez
Department Head
Parañaque,NCR
Summary
Customer Experience expert with over 20 years of successful experience in various customer touchpoints. Recognized consistently for performance excellence and contributions to success in the BPO industry and Customer Service. Goal-oriented with ability to meet long-term goals through daily organization. Dedicated to excellent customer service, client satisfaction and people development.
Overview
20
20
years of professional experience
15
15
Certificates
Work History
SAVP, Department Head
EastWest Banking Corporation
Makati, NCR
02.2019 - Current
- Manages the daily operations of elite products (Priority Banking, Elite Cards, Disputes, Branch Banking, Online Banking, Anti-Attrition), Rural Bank, KOMO and special campaigns, ensuring high levels of productivity and progression.
- Develops and implements performance improvement strategies and plans to promote continuous improvement (i.e., AHT Champions, WinBack Champions, Communication Champions, Adherence Champions)
- Spearheaded Project Forward (2,453 transactions in 3 months) and Project Leap Forward (100,791 transactions in 2 months).
- Fulfills organizational needs by developing employees for leadership positions.
AVP, Department Head
EastWest Banking Corporation
Makati, NCR
02.2010 - Current
- Established the Training and Quality Assurance Department from 9 to 21 FTEs (133% growth).
- Created the internal certification process for training, achieved multi-skilled Training and Quality Assurance Officers.
- Institutionalized the Instructional Systems Design (ISD) from 2 training tracks to 4 new hire training and 9 upskilling training tracks.
- Instrumental to the establishment of career paths based on tenure and skill.
- Instrumental to the increase of Contact Center personnel from 93 to 364 (291% growth).
- Institutionalized competency-building activities such as semi-monthly competency check and semi-monthly up-training (over 149 topics).
- Spearheaded the integration of innovative knowledge management systems and processes
- Oversaw the different Quality Assurance standards for the development of services.
- Liaised with different units to address observed gaps over the projected learning and performance development glide-path, resolved emerging issues and trends.
- Handled the OPEX/CAPEX for the Department and the training requirements of the Contact Center.
Deputy Training Manager
ePLDT Ventus (currently inSpiro)
Mandaluyong, NCR
12.2006 - 02.2010
- Managed the daily operations and productivity of the Training Department.
- Assessed and met the training needs of individual staff to match the training activities needed to support the overall present and future needs of the organization.
- Coordinated with other Division Deputies and Training Supervisors to identify the training needs of the organization.
- Guided Training Supervisors and Trainers in Training Needs Analysis (TNA) and material development.
- Worked with Training Supervisors in assessing the success of courses and the overall program.
- Managed the performance, development and career pathing of Travel Pod Customer Service Officers, Coaches, Trainees, Buddy Team Coaches and Buddies.
- Ensured that all teams within the Training Department (New Hire, Up-training for Technical Support, Up-training for all Outbound Sales Services and EDGE and Transit) are effectively managed.
- Conceptualized projects, and executed any project as may be assigned by management.
- Assisted Training CSMs in counseling trainers with major development opportunities
Training CSM for Sales
ePLDT Ventus (currently inSpiro)
Mandaluyong, NCR
04.2005 - 12.2006
- Supervised the performance of supervisory-level employees (trainers) assigned to the division.
- Oversaw the daily operations and maximizes the productivity of the training group that includes all outbound services (Acquisitions, Direct Sales, WinBack, Upsell, Special Campaigns, Sales Chat, BPO Support and BPO).
- Spearheaded new hire development for outbound sales professionals, creation of multiple weekly up-training materials for all services, initiated impacting targeted training.
- Coordinated with the synergy groups and client to provide training needs for all campaigns.
- Prepared reports to update the division and track their performance as a group and reported to the clients.
- Developed trainers' presentation skills, material development, class management, training needs analysis and other training functions.
Training Officer
Parlance Systems, Inc. (currently inSpiro)
Mandaluyong, NCR
09.2003 - 05.2024
- Certified Universal Training Officer (New Hire, AmSpeak, Sales, Up-training), launched critical campaigns
- Lead Training Officer for customer service updates for a US Telco
Customer Service Representative
Parlance Systems, Inc, (currently inSpiro)
Makati, NCR
07.2002 - 09.2003
- Exceeded all Key Performance Indicators (Customer Service, July '02 - May '03; Sales, May '03 - Sept. '03)
- Monthly Hall of Famer (AHT and QA), Top OSP
- Mr. Compliment Call
- Stars of Parlance
Education
AB - Economics with Computer Application
Colegio De San Juan De Letran
Calamba, Laguna 06.1997 - 04.2001
High School Diploma -
Canossa College
San Pablo City 06.1987 - 03.1997
Skills
Contact Center Management
Certification
McKinsey Management Program
Timeline
McKinsey Management Program
12-2020
SAVP, Department Head
EastWest Banking Corporation
02.2019 - Current
Coaching 1-on-1
09-2016
ISD: Train the Trainers Workshop
08-2016
ISD: Evaluation Workshop
05-2016
Effective Business Writing Workshop
10-2015
ISD: Courseware Development Course
06-2015
Art of Service Recovery
07-2012
Parallel Thinking Workshop for Six Thinking Hats
06-2012
Parallel Thinking Workshop for Six Thinking Hats
12-2011
Strategic Thinking
12-2011
Business Process Management (BPM1)
09-2011
Business Communication Workshops
09-2011
Human Evocative Approach to Training (HEAT)
09-2010
AVP, Department Head
EastWest Banking Corporation
02.2010 - Current
Deputy Training Manager
ePLDT Ventus (currently inSpiro)
12.2006 - 02.2010
Instructional Systems Design
04-2005
AESOD’s Managing for Results Workshop
04-2005
Training CSM for Sales
ePLDT Ventus (currently inSpiro)
04.2005 - 12.2006
Training Officer
Parlance Systems, Inc. (currently inSpiro)
09.2003 - 05.2024
Customer Service Representative
Parlance Systems, Inc, (currently inSpiro)
07.2002 - 09.2003
AB - Economics with Computer Application
Colegio De San Juan De Letran
06.1997 - 04.2001
High School Diploma -
Canossa College
06.1987 - 03.1997
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