Rosemarie Bio
Castillejos
Summary
An experienced Associate Manager who is highly motivated individual, able to give timely and accurate advice, guidance and support to team members and individuals. Possessing excellent management skills and having the ability to work with a minimum supervision whilst leading a team of fifteen or more. Having a proven ability to lead by example, consistently hit targets, observe and share best practices and organize time efficiently.
Overview
12
12
years of professional experience
Work History
Associate Manager
Sutherland
Taguig City
01.2020 - Current
- E• Ensuring team members are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance are identified and addresses quickly. Producing accurate reports to Account Managers and Clients.
- Duties and Responsibilities:
- • Providing prompt and accurate information on individual performance
- • Conduct coaching sessions to each team member to identify strengths and weaknesses to ensure better and consistent performance
- • Conducts RCA and provide specific action plans to each team member which will address root cause of behavior
- • Motivating team to achieve high standards and KPI targets
- • Attending client calls in connection to team performance, product updates and policy improvements
- • Managing all KPI's (Absenteeism, Shrinkage, AHT, PE Performance)
Team Manager
Sutherland
Taguig City
09.2015 - 12.2019
- Led employee relations through effective communication, coaching, training and development.
- Evaluated employee performance on weekly, monthly, quarterly basis and coached and trained lots of team members, increasing quality of work and employee motivation.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
Subject Matter Expert
Sutherland
Taguig City
03.2014 - 08.2015
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Conducts team huddles in connection to product updates and improvements
- Share best practices and techniques to each team member for performance improvement
- Responsible in sending email to clients in connection to complex issues that cannot be resolve within our team
- Take supervisor email, chat or call
Consultant
Sutherland
Taguig City
11.2011 - 02.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Associate
Telus International Philippines Inc.
Taguig City
12.2008 - 01.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Provided positive first impressions to welcome existing, new and potential customers.
- Maintained customer satisfaction with quick and professional handling of product returns.
Customer Service Representative
Sitel Philippines
Baguio City
12.2007 - 11.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Undergraduate - Medical Technology
University of Baguio
Baguio CityHigh School Diploma -
Saint Nicolas Academy
Zambales, Philippines03.2003
Skills
- Coaching and Development
- Upbeat and Positive Personality
- Verbal and Written Communication
- Issue and Complaint Resolution
- Department oversight
- Employee performance evaluations
- Recruiting and interviewing
- Public speaking
- Training
- Employee scheduling
Timeline
Associate Manager
Sutherland
01.2020 - Current
Team Manager
Sutherland
09.2015 - 12.2019
Subject Matter Expert
Sutherland
03.2014 - 08.2015
Consultant
Sutherland
11.2011 - 02.2014
Customer Service Associate
Telus International Philippines Inc.
12.2008 - 01.2010
Customer Service Representative
Sitel Philippines
12.2007 - 11.2008
Undergraduate - Medical Technology
University of Baguio
High School Diploma -
Saint Nicolas Academy