Samuel Nazrullah, Jr. Basiao
Contact Center Management & Operations
Summary
A big-picture leader, process-oriented, and goal-driven professional with nearly 25 years of solid, progressive experience in the BPO and Contact Center industry, over 20 years in leadership and management positions. Develops and drives programs, processes, and initiatives in alignment with labor regulatory requirements, contractual obligations, standard operating procedures, and budget restrictions to ensure profitability (top-line and bottom-line) and delivery of KPIs and SLAs. Proven track record pioneering programs with at least 125 HC across various customer-interaction channels.
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Assistant Contact Center Manager
Teleperformance
08.2021 - Current
- Successfully pioneered the FedEx program and managed 125+ Customer Experts across 3 LOBs - Ground, Express, Claims Admin). Eventually pioneered another FedEx LOB, managing 160+ Customer Experts for Recipient Tracking.
- Reached and exceeded target KPI for Ground and Express of 6.75 CPH by closely monitoring agent performance, providing ongoing Supervisor coaching, and addressing any gaps in knowledge, skill sets or process.
- Oversaw employee performance to ensure efficient operational execution and achievement of Client KPIs and deliverables.
Contact Center Head & Business Development Officer
Customer Frontline Solutions, Inc.
09.2015 - 02.2019
- Managed the end-to-end, multi-site, multi-channel, and multi-client contact center operations. This led to increased contact center seats being managed by the company, resulting in a contract value well over six-figures monthly.
- Transformed the contact center operations through acquisition of relevant equipment and systems, and development and implementation of business and systems processes, strategic plans and operational policies.
- Led the Business Development Team in all relevant high-level client meetings that involve, but not limited to, technical scoping meetings, contract negotiations, costing, sales proposal and contract preparations.
Education
Bachelor of Arts - Business Administration
University of Asia And The Pacific
Philippines 04.2001 -
Skills
Contact Center Setup, Operations, and Management
Reporting and analytics
Costing, financials, contracts and budget management
Business Development
Risk Management
Accomplishments
- Developed the Contact Center Business Model, Operations Manual, and various policy and process documents at CFS.
- Established the Back Office operations at Stream Global Services for X/M Satellite Radio comprising of 4 LOBs, 5 Team Managers, and 125+ HC.
- Pioneering ACM of FedEx program in Teleperformance comprising of 3 LOBs, 6 Supervisors, and 125+ HC.
- Developed the Business Continuity Process of SMARTMoney Hotline at SMART Communications, Inc.
Certification
Six Sigma Yellow Belt
Certifications
Company-initiated certifications in Six Sigma Yellow Belt and Lean Six Sigma Yellow Belt.
Timeline
Lean Six Sigma Yellow Belt
09-2021
Assistant Contact Center Manager
Teleperformance
08.2021 - Current
Contact Center Head & Business Development Officer
Customer Frontline Solutions, Inc.
09.2015 - 02.2019
Six Sigma Yellow Belt
07-2007
Bachelor of Arts - Business Administration
University of Asia And The Pacific
04.2001 -
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