Ryan Earl Grajo
Sales Team Lead / Trainer
Pasig
Summary
Ambitious professional with track record of dependability and leadership. Specialized in finding gaps and opportunities through data analysis and observation after call monitoring to provide an appropriate action plan to get optimal results. A proponent of coaching and feedback.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
15
15
Certifications
Work History
Sales Team Lead
Transparent BPO
10.2023 - Current
- Implemented creative incentive programs to motivate team members and drive exceptional sales results.
- Cultivated a positive team culture by encouraging open communication channels, celebrating successes, and recognizing individual achievements.
- Maximized revenue generation by proactively identifying upselling opportunities within existing accounts.
- Increased sales revenue by implementing targeted sales strategies and team training sessions.
Trainer
Transparent BPO
10.2023 - 01.2024
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Prepared and presented supplementary learning material to support structured lessons.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Quality Analyst- Account POC
Transparent BPO
08.2022 - 10.2023
- Handled Lead Gen Health Insurance Account and Cruise Travel Sales
- Tasks include QA Audits, Reports, Calibrations, File Management, QA Talks, Training, and Business Reviews with the Operations and the Clients
- As the POC for the Account, I manage a group of QAs to deliver the tasks required.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Resolutions Process and Quality Analyst
Quantrics Enterprises Inc.
10.2021 - 05.2022
- Process and Quality analyst for Resolutions Team
- Call Monitoring, Chat Monitoring, Calibration, Touchpoint with Operations
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
ECHAT Process and Quality Analyst
Quantrics Enterprises Inc.
03.2021 - 10.2021
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvement
ECHAT Customer Service Representative
Quantrics Enterprises Inc.
6 2019 - 3 2021
- Was recognized as an "All Star" agent for two consecutive seasons 2020 and 2021 for being one of the top 10% agents with high Metric Scores
- Telco and Residential Service Account: To provide assistance and perform requests from customers
- Make outbound calls for disconnected calls or if requested
- Pitch and sell Home Internet Service
Education
Electrical, Electronics Engineering Technologies
Ateneo De Naga University
05.2013 - 05.2020
Skills
Team Management
Business Reviews
Team Coordination
Leadership
Account Management
Coaching
Reporting
Training
Calibration
Escalation Resolution
Quality Improvement
Continuous Improvement
Websites
Certification
How to Design and Deliver Training Programs - LinkedIn
Timeline
Trainer
Transparent BPO
10.2023 - 01.2024
Sales Team Lead
Transparent BPO
10.2023 - Current
Quality Analyst- Account POC
Transparent BPO
08.2022 - 10.2023
Resolutions Process and Quality Analyst
Quantrics Enterprises Inc.
10.2021 - 05.2022
ECHAT Process and Quality Analyst
Quantrics Enterprises Inc.
03.2021 - 10.2021
Electrical, Electronics Engineering Technologies
Ateneo De Naga University
05.2013 - 05.2020
ECHAT Customer Service Representative
Quantrics Enterprises Inc.
6 2019 - 3 2021
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