Maria Cristina Santos
Rodriguez,Rizal
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Performance Manager
HealthyBos Global Corporation
04.2024 - Current
- Monitors and evaluate employee performance regularly
- Provides feedback and coaching to enhance individual and team performance
- Lead, motivate and support the Customer Service team.
Operations Manager
TELUS International Philippines
06.2017 - 06.2023
- Ensures the profitability of the program/s by driving for the attainment of client-specified KPIs and targets
- Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc
- Upholds company policies as they relate to the program/s and drives for adherence to such policies
- Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the company's standards of professionalism
- Maintains company-set ratios on staffing to ensure smooth operations of the program/s
- Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes
- Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition
- Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes
- Drives for the recognition and reward of top-performing team members by ensuring the payout of incentives and the provision of additional roles and responsibilities for succession planning / leadership development
- Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members
- Ensures that proper action is taken for non-performing associates/CIAs as well as those with documented infractions against company policies
- Provides coaching and mentoring to Associates and Team Leaders who do not meet their metrics, and carries out the appropriate disciplinary actions
- Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor
- Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments
- Provides opportunities for immediate coaching for associates and Team Leaders who fall below the program/s' standards and drives for improved performance
- Ensures that all company and / or client updates are cascaded to all individuals in the program/s by conducting regular meetings with TLs
- Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality
- Liaises with top management and the client regarding the program/s' performance
- Analyzes the necessary information (i.e
- Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.
Senior team Leader
TELUS International Philippines
06.2007 - 05.2017
- Manages and supervises the activities of a team of CIAs, ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly and monthly basis
- Regularly conducts performance management activities which include assessments and feedback as specified in the company's performance cycle
- Making sure that the personal and team goals are set
- Provides necessary coaching, mentoring and assistance in order to achieve their targets
- Taking and handling escalation calls
- Utilizes tangible and quantifiable data (i.e
- Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring
- Maintains transparency with the group on team/individual performance achieved
- Prepares and submits reports on team performance to the Operations Manager
- Discuss overall performance in relation to the objective of the program which includes client mandated metrics
- Determines areas of improvement per agent/team and converts it into an action plan
- Making sure that the team members are aware of the policy and procedural updates by facilitating recurrent training and hurdles
- Motivates and inspires team members to perform better by implementing team activities
- Strategized incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service level set by the client
- Manages the queue and controls abandoned workload by utilizing available resources
- Performs administrative duties for the team (i.e
- Payroll templates).
Case Manager/Resolution Specialist
TELUS International Philippines
01.2006 - 01.2007
- Manages the team in the absence of the team lead
- Taking and handling escalation calls of the team members
- Provides feedback to the team member to better equip them in handling calls
- Manages the queue and controls abandoned calls by checking CMS (Talk time, Hold time and ACW).
Inbound agent
TELUS International Philippines
11.2005 - 08.2006
- Handles inbound calls and answers customer's queries with regard to their accounts
- Ensures to meet the customer's satisfaction by providing excellent customer service
- Making sure that the goals set by the program are being met exceedingly.
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Education
Bachelor of Science - Electronics Communication Engineering
Central Colleges of The Philippines
09.1990 - 09.1994
Skills
- Coaching and Mentoring
- Data Interpretation
- Stakeholder Management
- Performance Analysis
- Crisis Management
- Procedure analysis
- Requirement Gathering and Analysis
- Written Communication
- Multitasking Abilities
- Analytical Skills
- Trend Analysis
- Operations Management
- Conflict Resolution
- Time Management
- Evaluate reports
- Problem-Solving
- Business continuity planning
- Decision-Making
- Effective Communication
- Improve procedures
- Task Prioritization
- Performance Management
- Analytical Thinking
- Teamwork and Collaboration
- Financial Analysis
- Client Relationship Management
- Continuous Improvement
- Interpersonal Skills
- Cost Reduction
- Time management abilities
- Conduct observations
- Personnel interviewing
- Coaching and Mentoring
- Problem-solving abilities
- Data Analytics
- Risk Assessment
- Interpersonal Communication
- Workflow Optimization
- Customer Service
- Goal Setting
- Reliability
- Performance Metrics
- Problem-solving aptitude
- Leadership Development
- Relationship Building
- Strategic Planning
- Regulatory Compliance
- Policy Development
- Forecasting
- Self Motivation
- Lean Six Sigma
- Organizational Management
- Quality Assurance
- Analyze data
- Team Collaboration
- Cross-functional team leadership
- Professionalism
- Attention to Detail
- Excellent Communication
- Process Improvement
- Active Listening
- Adaptability and Flexibility
- Stakeholder Relations
- Team building
- Change Management
- Professional Demeanor
Timeline
Performance Manager
HealthyBos Global Corporation
04.2024 - Current
Operations Manager
TELUS International Philippines
06.2017 - 06.2023
Senior team Leader
TELUS International Philippines
06.2007 - 05.2017
Case Manager/Resolution Specialist
TELUS International Philippines
01.2006 - 01.2007
Inbound agent
TELUS International Philippines
11.2005 - 08.2006
Bachelor of Science - Electronics Communication Engineering
Central Colleges of The Philippines
09.1990 - 09.1994
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