Maria Cristina Reyes
Operations Supervisor
Makati,00
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
28
28
years of professional experience
1995
1995
years of post-secondary education
1
1
Certification
Work History
Operations Supervisor
TELEPERFORMANCE PHILIPPINES
10.2014 - 11.2023
- Monitoring, organizing, and coaching the team on a day-to-day basis.
- Ensuring that the employees follow their schedules properly as designed.
- Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.
- Improving the team and facilitating the communication among the members of team as well as with clients.
- Carrying out team meetings and actively participating in the monthly and weekly internal meetings as well as with clients.
- Facilitating cross-functional communication within employees for improved working condition.
Specialist, Quality Assurance
TELEPERFORMANCE PHILIPPINES
07.2012 - 09.2014
- Monitored agents' adherence to quality standards through remote monitoring sessions; coupled this with agent feedback and coaching to ensure the understanding of the quality standards and how it can be implemented in each call.
- Ensured alignment with quality standards of the client through calibration sessions for Customer Service.
- Prepared weekly and monthly reports for General Team, Helpdesk, Email and Transcription Teams.
QA Coach
TELEPERFORMANCE PHILIPPINES
08.2011 - 06.2012
- Monitored agents' adherence to quality standards through regular monitoring sessions; coupled this with agent feedback and coaching to ensure the understanding of the quality standards and how it can be implemented in each email.
- Ensured alignment with quality standards of the client through calibration sessions for Customer Service - E-mail.
- Conducted QA discussions with new hire agents to explain the client's behavioral map to give them a better understanding of what is required from a quality perspective.
- Prepared weekly and monthly reports for E-mail Team.
Travel Specialist
TELEPERFORMANCE PHILIPPINES
04.2001 - 07.2011
- Assisted clients in web site navigation to enable them to make flight, hotel, car and package reservations.
- Assisted clients in making changes or canceling their reservations.
- Assisted clients with difficult travel situations and expertly resolved complaints.
Reservations Agent
CEBU PACIFIC AIR
11.1997 - 03.2001
- Accepted flight reservations and provided fare quotations and other travel related requirements of the travel community and the public.
- Accepted tentative flight reservations and recorded this into the reservations system.
- Provided information on flight schedules, availability, and fare quotes.
- Provided information on special handling requirements such as unaccompanied minor, incapacitated passenger, expectant mother, etc.
- Finalized flight reservations.
Executive Assistant
FMR FORWARDERS & WAREHOUSING CO.
11.1995 - 11.1997
- Handled business correspondence with clients.
- Summarized billings and reports for clients.
- Collected payments from clients.
- Handled phone inquiries for services offered by the company.
Education
Bachelor of Arts - Mass Communications
Assumption College
04-1995
Skills
Operational efficiency management
Personal Information
- Place of Birth: Makati, Philippines
- Date of Birth: 10/29/72
- Marital Status: Single
Certification
Civil Service Eligibility (83.78% Rating)
Timeline
Operations Supervisor
TELEPERFORMANCE PHILIPPINES
10.2014 - 11.2023
Specialist, Quality Assurance
TELEPERFORMANCE PHILIPPINES
07.2012 - 09.2014
QA Coach
TELEPERFORMANCE PHILIPPINES
08.2011 - 06.2012
Travel Specialist
TELEPERFORMANCE PHILIPPINES
04.2001 - 07.2011
Reservations Agent
CEBU PACIFIC AIR
11.1997 - 03.2001
Executive Assistant
FMR FORWARDERS & WAREHOUSING CO.
11.1995 - 11.1997
Bachelor of Arts - Mass Communications
Assumption College
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