Michelle Ybañez

• Responsible for the day-to-day operations of a multi-client site where FTE justifies, while achieving a high level of performance and profitability. Establishes priorities, standards and performance objectives. Selects trains and provides work guidance for floor Supervisors. Maintains cost/productivity records.
• Manage program operations staffing, Account Management commitments, budget, and forecasted hours versus actual hours
• Oversee and manage Call Center KPIs such as: Quality, Staffing, and Service Level
• Analyze data for trends in call patterns, product variability, turnover, hiring, etc
• Manage Program daily and monthly operating metrics within budgeted expense parameters
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status and special projects
• Communicate with clients daily operational information
• Develop, manage, and maintain employee productivity goals against departmental standards
• Coordinate with Site Director on Human Resource recruiting, training, development and retention
• Create consistency in performance and process across multiple clients.

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development, and performance management
• Provide written performance appraisals
• Act when necessary as problem-solving escalation point for Supervisors and front-line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversee program/problem resolution
• Maximize potential of subordinates through coaching, development, and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results’ goals by implementing and facilitating processes that promote continu-ous improvement, resulting in improved service quality and/or reduced operating expens-es. Review workflow to ensure improved performance.

• Manages and leads the campaigns assigned.
• Creates plans and incentive schemes that would help drive team performance
• Manages the campaigns Manpower requirement, allocation, staffing, and scheduling
• Computes for the Profit and Loss for the campaign and manages the billable hours to maximize profitability
• Creates and updates campaign Process and Procedure documents
• Faces and interacts directly with the client
• Works with Training and Quality team to achieve client KPIs

• Responsible for managing Team of Experts Handles 8 supervisors with 100+ FTEs
  
• Responsible for Supervisor development for them to perform and hit required client metrics Creates extensive action plan to improve KPI.
• Responsible in ensuring business continuity and help increase gross margin income in monthly basis.
  
• Create action plan to improve service delivery.
  >Owner and creator of several special projects to improve UP Score, 7Day FCR and NPS
  *7 Key Steps - Call Flow
  - improved UP from 7.7 to 8.2 in 3 weeks, NPS by 10% rate of improvement and 7Day FCR from 59% to 63% December 2018
  * QR 123 Process
  * - improved Quick Response closing time from 22 hours to 10 hours by creating a stream-line process in closing QRs timely and efficiently.

To lead, develop and motivate a high-performance team of TSR professionals to deliver excellent technical support and customer service in an accurate and timely manner.
Applies a balance management approach with equal emphasis on business and people management results
Regularly communicates customer satisfaction survey results and makes needed adjustments
Actions are guided by keeping the customer at the center of the team's efforts
Provide Mentoring to staff members (1:1 and business performance initiatives)
Conducts regular effective Team meetings
Demonstrates ability to lead change within the team
Provide on-going Quality of Service results analysis and corrective action plan development
Maintains composure in critical situations and communicates well with both internal and external employees
Team Managers are responsible for responding to any customer feedback provided via escalation from AT&T
Analyzes trends/data and drives development of plans to take advantage of potential opportuni-ties.