Norman Franco Jose
Assistant Manager
Quezon City
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Manager
WNS Global Services
11.2022 - Current
- Manage and develop supervisor / Team Leader's grey of opportunity and growth
- Conduct daily meeting with our client referring to our previous day performance and action plan for the day
- Conduct daily / weekly and monthly shift strategic meeting with supervisor
- Conducts weekly, monthly and quarterly business review with our client, this is referring to our performance, challenges, achievements or success in targeting our KPI goals for the week and for the month. We also include our actions plan.
Team Leader
Concentrix
04.2022 - 10.2022
- Coaches and develop agents
- Handled agents who sends invitation to our sellers via Email, WhatsApp, IM, and Outbound Call
- Coaches the agents with the behavior identified and commend them on what they need to continue
- Make sure goals are being achieved
- Provide Daily, Weekly, Monthly Review to our Managers
Team Leader
Aquire Shore Solution
09.2021 - 04.2022
- Coaches and develop agents with the behavior identified for front of house who are taking inbound calls.
Team Leader
Teleperformance
05.2015 - 01.2021
- Coaches and develop agents for front of house
- Handled Front of House who are agents taking inbound calls
- Coaches the agents with the behavior identified
- Make sure goals are being achieved
- Provide Daily, Weekly, Monthly Review to our Managers
- Handled Back of House
- Meets SLA process (Service Level Agreement)
Team Leader
Results Manila
05.2012 - 01.2015
- Coaches and develop agents
- Achieve the goals that’s expected
- Provide Daily, Weekly, Monthly Review to our managers
Subject Matter Expert
Results Manila
08.2010 - 05.2012
- Handles Process Improvement
- Give feedback for any challenges such as the Top 3 call drivers of behavior per line of business
Customer Service Representative
Results Manila
04.2010 - 08.2010
- Take inbound calls
- Assist customer on their concern
- Provides 100% customer satisfaction
Education
College - Hotel Restaurant Management
Arellano University
01.2001 - 01.2003
Highschool - undefined
Arellano University
01.1999 - 01.2001
Highschool - undefined
Our Lady of Peace School
01.1997 - 01.1999
Skills
- Adaptability
- Interpersonal Skills
- Communication Skills
- Responsibility
- Loyalty
- Dedication
- Positive Attitude
- Challenge Acceptance
- Integrity
Timeline
Assistant Manager
WNS Global Services
11.2022 - Current
Team Leader
Concentrix
04.2022 - 10.2022
Team Leader
Aquire Shore Solution
09.2021 - 04.2022
Team Leader
Teleperformance
05.2015 - 01.2021
Team Leader
Results Manila
05.2012 - 01.2015
Subject Matter Expert
Results Manila
08.2010 - 05.2012
Customer Service Representative
Results Manila
04.2010 - 08.2010
College - Hotel Restaurant Management
Arellano University
01.2001 - 01.2003
Highschool - undefined
Arellano University
01.1999 - 01.2001
Highschool - undefined
Our Lady of Peace School
01.1997 - 01.1999
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