Leonico Blancia

• Senior Operations Manager with 9 Total different LOBs for mainline Groups handling 7 Team Leaders, 2 Assistant Team leaders, with a 18 –20 HC – Agents.
• Produce and Attain Program CV and EV targets
• Manage Billable Hours (FTE Based) and Financial stability of the program
• Coordinate and evaluate action plans under resource units which directly impacts the operations (HR, Training, Recruiting, Facilities, Security, Payroll, IT and HR Groups)
• Promote the expansion of the business and cater to growth and headcount increase

(Note that Nearsol is the BPO arm of CEF Solutions. I was transferred as the SOM of the program as the VPs deep that my attributes can help more on floor execution rather than being an individual contributor)

• Evaluate business processes, anticipating requirements, uncovering areas for improvement, develop and implement solutions in contact center area
• Lead and direct various cross-functional programs and projects and develop strong collaborative relationships with key stakeholders to identify opportunities for future efficiency projects
• Oversee operating systems including policies, procedures, and operating structure and establish service level standards to ensure operating efficiency
• Monitor internal and external changes, ensure changes are reflected in existing documents, and communicate changes with relevant parties in a timely manner
• Track major incidents, ensure adherence of the process and escalation requirements within various programs, and assist with post-mortem reviews
• Integrate data from multiple sources to produce data/reports and provide a high-level analysis
• Engage in all process related tasks and provide solutions to improve existing processes

• Operations Manager for Mainline Groups handling almost 7 – 8 Team Leaders with a 15 –17 HC – Agent.
• Produce and Attain Program CV and EV targets
• Handled HR Related program initiatives and support. POC for Program Rewards and Recognition and Site Employee Engagement projects.

• Operations Manager for Mainline Groups handling almost 6 – 8 Team Leaders with a 15 – 17 HC – Agent
• Product support for Account Maintenance, Customer Service, Tech Support and Sales
• Operations Manager for Mainline Groups handling New Hires (Dish Transition POD) at any given time (comprise of 3-4 New hire teams with 15 – 20 HC), and Dish OJT Team (High potential set of agents) assisting new hire development with 2 regular Team Managers with a team of 15 – 20 HC

• RNR (Rewards and Recognition) Manager for DISH Network QC
• MOD / Workforce Manager (Managed a Teach of 5 MOD Specialists - Reports coordinator, task and Schedule delegation, Meetings and call outs, Overall PAC Function for the Program)
• Dish Sales Manager: Client meetings, sales hype/Contests (internal and external) Sales Client Visit POC, Sales validation, Sales hype Budget POC, Sales Refreshers, Outlier
• Provided Performace Management Program/ Coaching and Skill up sessions for Outliers

Team Performance Managing, Quality Call Monitoring and Coaching

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

• Handling Program Tasks (RnR, Reports, Client calls and Data)
• Client Data scrubbing
• (Apr 2008- May 2008) Vonage Technical Support Trainer
• Training agents for the new tools launched by the program
• (Jun 2008-July 2009) Vonage Technical Support Internal PAC/Support/SME
• Productivity Assurance Coordinator Reports and Tasks
• (August 2009- November 2011) Vonage Technical Support/Customer Service Team Manager
• Team Performance Managing, Quality Call Monitoring and Coaching
• RNR (Rewards and Recognition) POC

• Mentored junior team members, contributing to their professional growth and development.
• Supporting product knowledge inquiries and an assistant support to the Team leads
• Analyzing score and Team KPI data Promoting and creating action plans along with the TL

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.