Sonny Batalla
Bacoor
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Operations Manager
- Accountable for the performance of the cluster
- Attending the weekly business review to present the WTD/MTD site scores
- Performs consistent and affective shadow coaching sessions with the supervisors to address team performance gaps
- Creating report summary and provide feedback with WTD/MTD site or account performance
- Responsible for maintaining the program's efficiency metrics
- Analyze KPI, identifying issues and trends
- Performs Root Cause Analysis and formulates and executes action plans to improve performance
- Assists the CCM in executing account-wide initiatives.
Subject Matter Expert
- Helps agents through effective coaching and floor-walking
- Identifies key opportunities and works with the agents to improve the result and within the described timeline for improvement
- Constantly walks the floor and assists in handling escalated calls
- Help in the effective cascade of information such as product updates, CE training, etc
- Assist the supervisors in handling new hire transitions teams will work queue a long with management functions.
CSR AND TSR
- Diagnose and resolve technical hardware and software issues involving CABLE TV connectivity, email clients, Internet, phone activation and up selling
- Identify and escalate priority issues per Client specifications
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes, and updates.
- Answered constant flow of customer calls with minimal wait times
Supervisor
01.2020 - 01.2022
- Responsible for direct supervision of 15-18 agents
- Responsible for the attainment of client set goals, efficiency targets and overall team performance
- Analyzes agents’ performance and develops action plan to bridge gaps
- Conducts regular performance management to improve challenged members of the team
- Performs consistent and affective coaching sessions to address performance gaps.
Quality Analyst
01.2017 - 01.2020
- Monitor and evaluate calls based on Client specific criteria
- Escalate and communicate detailed information about calls monitored to all clients and Quality Assurance Supervisor
- Answer Operations questions concerning QA guidelines and policies
- Send out Red Flag/Fatal Error Audits to Upper Management
- Monitor all Teleperformance centers for quality and performance issues
- Participate on calibration sessions with Operations, Training, and internal quality members off site.
Education
Bachelor of Science - Education
Universidad De Manila
Manila 01.2011 - 04.2015
High School Diploma -
General Emilio Aguinaldo National High School
Imus, Cavite 03.2007 - 04.2011
Skills
Having good analytic skill
Can perform multi-taskingCan work under extreme pressureExcellent coaching skillsStrong performance management backgroundActive ListenerSmart Lead officerStrategic Planning
Staff Management
Emergency Contact
Olive Batalla
Personal Information
- Place of Birth: Las Pinas
- Height: 5'5
- Weight: 80 kg
- Father's Name: Melchor Batalla
- Mother's Name: Olive Batalla
- Date of Birth: 01/04/95
- Gender: Male
- Marital Status: Single
- Religion: Roman Catholic
References
Cheryl Joy Dig-aoan, Contact Center Manager, #+639985556427
Timeline
Supervisor
01.2020 - 01.2022
Quality Analyst
01.2017 - 01.2020
Bachelor of Science - Education
Universidad De Manila
01.2011 - 04.2015
High School Diploma -
General Emilio Aguinaldo National High School
03.2007 - 04.2011