PRESLY LOUREN JOHNSON
Taguig City
Summary
Experienced professional with a strong track record of exceeding targets and cultivating client relationships. Strategic and focused on operational excellence, employee development, and customer satisfaction. Skilled leader in dynamic environments, driving teams to achieve exceptional results. Seeking new opportunities to leverage expertise in driving business growth and delivering exceptional customer service. Proven success in a results-driven, customer-focused approach. Strategic thinker and effective team leader ready to excel in any role.
Overview
10
10
years of professional experience
Work History
Managing Coach
Bill Gosling Outsourcing
11.2022 - 02.2024
- The Managing Coach is responsible for the overall performance and budget of their client groups
- They set objectives and analyze metrics, ensure that the company and staff meet the goal and provide reliable, efficient support for our clients
- Identify areas of opportunities and develop strategies to improve processes and procedures to ensure Company performance goals are achieved
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Reviewed financial reports, identified cost trends, and adjusted operational strategies accordingly
- Responsible for performance management and ensure productivity (setting objective and reviewing KPI)
- Monitor staffing levels in accordance with the Resources Balancing Plan to ensure that Company's resources are being efficiently allocated
- Engage with the client and to determine needs while maintaining company policy
- Maintain accurate record of employee and Client performance data, such as performance reviews, quality audits, attendance records, disciplinary documentation, productivity and billing reports
- Champions Company core values and other company programs to engage and motivate our employees
- Overseas Team Leader roles for multiple different programs and their daily operations
- Relay relevant information that front line workers encounter to management and clients
- Conducted process audits to identify areas for improvement and implemented best practices
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions
- Supervised operations staff and kept employees compliant with company policies and procedures
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Team Leader/ Quality Assurance Manager
Bill Gosling Outsourcing
11.2014 - 11.2022
- Managing the Daily Operations of a Non-Voice Program for an Auto Finance Client and a QA Manager for our Global QA Services
- Providing coaching to agents and floor supports
- Conduct regular quality service monitoring and reporting
- Establishing Client trust through performance sustainability and quality output
- Leads Business Reviews and Calibration to the Clients and Management of the highlights and lowlights of the team's performance
- Facilitate Call Calibrations with Client and Counterparts
- Manage Agent's Payroll concerns
- Provide coaching and action plans for performance improvements
- Leverage knowledge resources and troubleshooting guides to provide accurate information and solve customer problems for both agents and customers
- Identify opportunities for process improvements to enhance customer satisfaction and operational efficiency
- Meet and exceed performance targets for metrics such as response times, resolution rates, and customer satisfaction scores
- Handle inbound customer inquiries, complaints, and requests through channels like phone, email, chat, and social media in a timely and professional manner
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Verification Agent/Collection Specialist-FPO
Bill Gosling Outsourcing
05.2014 - 11.2014
- Contacting customers and do verification
- Transfer calls to a Third Party collector
- Receive Inbound and Outbound call and do soft collection for an Auto Financing Company
- Demonstrated strong problem-solving abilities in addressing complex cases or discrepancies found during document verification processes
- Supported new hires through mentorship opportunities, sharing expertise in document analysis techniques and workflow management strategies for success in their role as a Verification Agent
- Cultivated a reputation for accuracy and reliability in the verification process by consistently delivering high-quality results that met or exceeded client expectations
- Actively sought feedback from peers and supervisors on ways to improve personal performance in order to contribute positively to the overall team dynamic
- Demonstrated commitment to professional growth by continually seeking opportunities for skill development through workshops, webinars, or industry conferences related to background screening services
Education
Bachelor of Science - Agricultural Engineering
Capiz State University
04.2014
Skills
- Personal improvement
- Performance management program
- Data Presentation
- Quality Assurance
- Management
- Team Training
- Building relationships
- Effective communication
- Personable and friendly
- Coaching
- Team building
- Group leadership
- Documentation
- Compliance standards
- Timekeeping
- Invoicing
- Netsuite
- Underwriting
- IAM Tool
- SalesForce
- Slack
- ZenDesk
- Office 365
- Plavox
- Google Products
- Notion
- Workday
- Shaw
- Five9
- Microsoft Office
Accomplishments
- Created QA monitoring process improvement.
- Established guidelines for QA and inclusion of QA score into the KPI.
- Engagement Activities Facilitator responsible for quarterly engagement activity for employees. Facilitates, budgeting, and organized quarterly activities for the company.
- Created and implemented a new process for an employee recognition program.
- Monthly Recognition of agents based on performance and tenure in the organization.
- Successfully implemented new leadership training and programs allowing for employee growth.
Timeline
Managing Coach
Bill Gosling Outsourcing
11.2022 - 02.2024
Team Leader/ Quality Assurance Manager
Bill Gosling Outsourcing
11.2014 - 11.2022
Verification Agent/Collection Specialist-FPO
Bill Gosling Outsourcing
05.2014 - 11.2014
Bachelor of Science - Agricultural Engineering
Capiz State University
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