ROSALYN M. DIO
Team Leader
Pasig City
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
17
17
years of professional experience
Work History
Condition Report Writer
Signature Companies
07.2021 - Current
- Collaborated with inspection teams to ensure thorough house/unit evaluations and accurate documentation.
- Maintained high-quality standards for all written reports, contributing to the company''s reputation as a reliable service provider.
- Provided valuable feedback regarding inspector findings during house/unit examinations, fostering productive collaboration among team members.
- Served as a liaison between inspectors, clients, and management for seamless coordination of condition reporting processes.
Operational Lead
CGI Inc.
10.2016 - 03.2020
- Manage the flow of day-to-day operations
- Monitor team performance and report on metrics
- Analyze call volume and average call time to monitor member's performance and productivity
- Improve call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Conduct performance reviews for all the team members to follow through in their development
- Monitor calls to assess member's understanding of Compliance with Fair Debt Practices and Regulatory guidelines
- Provide timely coaching and feedback to the members.
Quality Analyst
CGI Inc.
02.2015 - 09.2016
- Monitor phone calls to ensure representatives are following the organization's protocols
- Prepare and discuss weekly, monthly, quarterly, and yearly report to the clients
- Conduct daily knowledge check to the members to ensure that they are aware of the business process updates
- Perform weekly side by side and live call monitoring
- Provide real-time coaching and feedback
- Touch base with the clients on the agents' performance
- Identify the best way to evaluate performance in terms that help an organization recognize problems and increase its effectiveness
- Manage agent's development through timely coaching and feedback
- Provide coaching details to the team leaders about the members' areas of development
- Attend weekly and monthly calibration
- Create a call quality framework so that the agents are aligned with the business process and procedure.
Floor Coach/SME
CGI Inc.
- Responsible for handling escalations and supervisors call on a daily basis
- Create a report that analyzes that agents' opportunities
- Attend weekly touch base meeting with the client.
Customer Service Representative
CGI Inc.
- Took inbound and outbound calls mainly servicing North America.
Reorganization Specialist
Cognizant Techologies Solutions
02.2008 - 10.2012
- Effectively manage high-volume of inbound and outbound customer calls
- Address and resolve customer product complaints empathetically and professionally
- Manage customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Efficiently follow client process related to ensure accuracy of data.
Stock Transfer Agent
Alorica
02.2007 - 09.2007
- Answer incoming calls from the shareholder
- Provide accurate information based on the client's knowledge base source
- Respond to shareholders' inquiries, resolve their stated issues, and providing them share prices.
Customer Service Representative
PeopleSupport Phils. Inc.
- Handle phone calls from customers asking for flight, hotels, and vacation cruise reservations
- Check flights, hotels, and vacation cruise availability provide price details
- Handle unsatisfied customer due to canceled flights, hotels, and vacation cruise.
Education
BSc in Business Administration major in Marketing -
Skills
Microsoft Excel
MS Powerpoint
Salesforce Application
Harmony
Mochasoft
Communication Skills
Team Development
Program Leadership
Performance Evaluation
Operations Management
Team motivation
Performance Improvements
Coaching meetings
Effective Communication
Coaching Techniques
Compliance Management
Service standard compliance
Process Optimization
Timeline
Condition Report Writer - Signature Companies
07.2021 - Current
Operational Lead - CGI Inc.
10.2016 - 03.2020
Quality Analyst - CGI Inc.
02.2015 - 09.2016
Reorganization Specialist - Cognizant Techologies Solutions
02.2008 - 10.2012
Stock Transfer Agent - Alorica
02.2007 - 09.2007
Floor Coach/SME - CGI Inc.
Customer Service Representative - CGI Inc.
Customer Service Representative - PeopleSupport Phils. Inc.
University of the East - BSc in Business Administration major in Marketing,