RANIELA HERNANDEZ
Molino 4, Bacoor Cavite,CAV
Summary
Experienced member of BPO support team for over 18 years, managing representatives, SMEs and supervisors as an Operations Manager . Participated in different program development as Product Trainer and Quality Specialist for different telco accounts. Diplomatic, personable and self-motivated. Seeking to develop future leaders thru the expertise gained throughout years of experience.
Overview
18
18
years of professional experience
Work History
Operations Manager, Customer Experience
Iqor Philippines
12.2023 - Current
- Established effective communication channels, fostering strong relationships between team members and departments.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Implemented data-driven strategies for continuous improvement in customer experience metrics.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Organized monthly town hall meetings to foster open communication among employees about company updates.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Assisted in recruiting, hiring and training of team members.
Operations Supervisor / SME Sup
IQor Phils. / T-mobile / AT&T / Virgin Mobile
06.2016 - 11.2023
- Manages a team of 60-80 customer care representatives handling billing,retention, sales, collection and technical concerns
- Manages a team of Supervisors who coaches bottom quartile reps and SMEs who manages a team of 12-15 representatives.
- Attends to different calibrations involving the line of business being handled
- Attends Insight meetings to present observations from coaches regarding trending behaviors that affects CSAT and AHT mostly
- Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Provides necessary corrective action to those who violates policy for correction of behavior
- Provides audit of performance per month
Client Team Manager
Advanced Health Media / TEVA Pharma.
07.2013 - 06.2016
- Manages a team of event planners for different pharmaceutical companies that hosts meetings and programs for doctors and patients
- Reports directly to On-site Director and On-shore Director of Operations
- Attends to different client meeting involving line of business being handled
- Provides coaching and guidance to event and admin planners in terms of growth and development in the company
- Provides necessary corrective action to those who violates policy for correction of behavior
- Provides audit of performance per month
Operations Supervisor ( Team Leader
Startek International Limited / COMCAST
11.2008 - 07.2013
- Manages a team of 10- 15 customer care representatives handling billing, technical and sales concerns
- Attends to different calibrations involving the line of business being handled
- Provides coaching and guidance to agents in terms of growth and development in the company
- Provides necessary corrective action to those who violates policy for correction of behavior
- Provides audit of performance per month
- Take in supervisor calls of customers
Product Trainer
Advanced Contact Solutions Inc / Verizon Online
05.2007 - 08.2008
- Effectively plan and facilitate Product training sessions for new phone support technicians
- Develop training and development programs and content based on the client requirements
- Edit and produce necessary training materials for training sessions
- Cultivate and maintain extensive product knowledge
- Worked closely with other teams such as customer services and quality as a product expert
Quality Assurance Specialist
Advanced Contact Solutions Inc. / Verizon Online
05.2007 - 05.2008
- Monitors Technical Support Representatives’ performance to ensure proper call handling skills are utilized.
- Documents observations and provides feedback to TSR to improve areas of opportunity and reinforce positive behavior.
- Participates in client monitoring sessions.
- Maintain understanding of programs, goals, and standards as directed by clients.
- Tracks, analyzes, and communicates results of quality initiatives to management. Offer suggestions to management for improving quality on programs.
- Maintains observation forms and call center monitoring database.
- Attends and facilitate global calibration with clients to ensure updates and policies are maintained throughout production
Technical Support Representative
Advanced Contact Solutions Inc. / Verizon Online
11.2006 - 05.2007
- Provides resolution of issues related to subscriber units, equipment, products, or services. Acts as a liaison to identify, troubleshoot, and resolve problems.
- Reviews reported troubles to identify trends and potential problem areas.
Education
Bachelor of Secondary Education - Communication Arts in English, LET Passer
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Manila2006
Bachelor of Science in Information Technology -
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Manila2002
Skills
- Communication skills
- Confident
- Flexible worker
- Can work under challenging circumstances
- Fast learner
Timeline
Operations Manager, Customer Experience
Iqor Philippines
12.2023 - Current
Operations Supervisor / SME Sup
IQor Phils. / T-mobile / AT&T / Virgin Mobile
06.2016 - 11.2023
Client Team Manager
Advanced Health Media / TEVA Pharma.
07.2013 - 06.2016
Operations Supervisor ( Team Leader
Startek International Limited / COMCAST
11.2008 - 07.2013
Product Trainer
Advanced Contact Solutions Inc / Verizon Online
05.2007 - 08.2008
Quality Assurance Specialist
Advanced Contact Solutions Inc. / Verizon Online
05.2007 - 05.2008
Technical Support Representative
Advanced Contact Solutions Inc. / Verizon Online
11.2006 - 05.2007
Bachelor of Secondary Education - Communication Arts in English, LET Passer
Pamantasan Ng Lungsod Ng Maynila
Bachelor of Science in Information Technology -
Pamantasan Ng Lungsod Ng Maynila
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