Leovil Villarreiz

• Establish initial process for each departments
• Hiring and conduct interviews for applicants for agents and supports
• Establish KPIs and Scorecards
• Communicate and send reports to client

• Managed Customs brokerage campaigns for Canada, Australia and Europe.
• Managed multiple Mortgage Services campaigns.
• Send reports to client and Teams for the tasks and assign deliverables.
• Create ROTA for staffing and scheduling.
• Discuss performance updates and operational status during client meetings.
• Create agent scorecards and incentive schemes.
• Performance management.
• Weekly/bi-weekly performance read-out to respective clients.
• Create SOPs for new LOB/s.

• Tech Support Team Lead – Feb 2017 to Feb 2018
• Billing and Sales Team Lead – June 2013 to Feb 2017

> Answers to sup calls/ escalated calls

> Set agent goals (KPIs) and expectation

> Provide real time assistance to agents

> Coach and develop agents on their identified opportunities both behavioral and performance output.

> Observe and conduct root cause analysis for issue identification and focused developmental action planning.

> Provide skill transfer and follow through.

> Monitor and ensure agents are efficient and follow quality guidelines.

• Conducted final interview for OPS Validation during recruitment process both on-site and off-site (job Caravans/Job Fairs).
• Ensure that applicants meet the minimum skill and hiring requirements.
• Ensure all classes meet the required HC and start on schedule set by client.
• Meet and greet with new hires in their training rooms as tribal welcome.
• Observe and monitor training progress.
• Prepare and assign needed support for each classes (Transition TLs, SMEs).
• Attend deliberation and certification of trainees to production floor
• Endorsement of certified agents to their production teams.

• Listen and monitor calls both inbound and outbound to ensure agents follow quality guidelines set by client.
• Conduct huddle for introduction and discussion of call flow guidelines and zero tolerance policies.
• Conduct call listening session and calibration with clients, operations, training and to teams and training classes after.
• Extract and collate data to be presented to clients, operations and training team on common opportunities identified.
• Create action plan and collaborate with operations and training to address identified opportunities

• Extract data from the tool (TCAM) and audit all transactions and actions done by agents during customer interaction.
• Ensure Agents, POCs, Team Leads and Managers follow correct transaction process on Account Closure, P2P/C2C transfer, Rollbacks and Credits & Adjustments.
• Ensure no Fraudulent or malicious activities done by any employees.
• Conduct investigation on cases that can cause fraud.
• Send reports Daily, Weekly and Monthly to client and operations on the audits done.
• Send report of employees with infraction/s and make sure direct head provides coaching and development within given timeframe.

• Take sup calls and escalations.
• Ensure members are present before start of shift and notify my direct Team lead/ supervisor.
• Drive efficiency and quality by providing real-time assistance.
• Send performance update/stats per interval to the team.
• Assist newbies through their nesting.

• Receive inbound calls and address customer concerns and queries.
• Provide quality and personalized care to customer.
• Takes care of customer concerns professionally.