Thomas Adviento

• Responsible for the Delivery and Execution of Quality Standards across GEO spread across PH, Mexico, Germany, US, AUS and NZ servicing Retail, Tech, Automotive, Logistics and Telco.

• Leads the Delivery of Insights and Business Analytics.

• Lead and manage a Team of 160 Quality Specialist, Leaders and Manager.
• Manage and Control Cost versus vs Revenue.
• Work w/ Cross functional groups in the attainment of internal and External Goals and Objectives.

• Leads the Quality and Customer experience Dept. for an (AUS Telco Account - 5000 FTE) in meeting and exceeding quality standards, Deliver key insights, analytics, and proactive solutions to shareholders.

• Lead and Project Manage a team in discovering Automation opportunities through end to end customer journey mapping and partnering with our automation solutions team to package and sell solutions.

• Responsible for delivering savings and revenue to clients through insights & proactive solutions.
• Responsible for maintaining Compliance and Risk Standards across the Enterprise.

• Responsible for an Escalations Team (Telco Account) receiving complaints via Live Escalations and CM Work across 7 lines of Business.

• Negotiated contracts with clients and rates to maximize billable revenue, maintain positive margin and reduce cost to business.

• Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.

• Program Manages and Spearheads Pilot Programs and Projects
• Manages 250 FTE Tier 3 teams that cater to escalations from 5k Customer facing staff/multiple Lines of Business/Geo through live transfers or case management work.
• Ensures Program meets Service Level target and Revenue for both Live Escalation and Case Management work.
• Responsible Meeting Program P&L, Staffing, Attrition and meeting and exceeding client targets.
• Direct Client Point of Contact.
• Managed a cluster of Tech Support Agents Ensuring Efficiency and Effectiveness at work.

• Negotiated contracts with clients and rates to maximize revenue and maintain Positive margin.

• Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.

• Protocol Site Training Manager responsible for implementing training processes for new and existing clients.
• Training Manager for 2 US based accounts marketing social expression and Retail energy provider both doing customer service and sales.
Training & Quality Manager Philippine Region September 2009 - April 2011 (1 year 8 months)

• Point of contact for implementation and migration of US based accounts (Aurora & Sarasota) to Manila Philippines. Cross functional roles include Quality, Organizational & Leadership Development and managing operations.

• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.

• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• Training Manager for an Inbound Sales and Customer Service Account with an active headcount of 1600 FTE spread across the company’s Makati and Alabang site.
• Leads a Team of Training Team Leaders, Trainers and SME in the Delivery of Pre Employment, New Hire Training and Supplementary Training for Sales and Customer Service.

• Evaluate Trainer and Training Effectiveness.
• Mentor Trainers in the Design and Development of Training Materials.
• Migrated and implemented training processes at newest site in Central America (eTelecare Managua, Nicaragua). Responsible for overlooking migration of training processes for the largest sales account for eTelecare.
• Responsible for growing the account from 20 to 300 FTE within 3 months. Responsible for executing training needs for the account and developing training specialist to independently execute pre process and process training. • Responsible for forecasting and delivery of new hire and post hire training needs for 2 Philippine sites.
• Develop Training curriculum for pre process training, process training and progressive training on sales and customer service following the ADDIE model.

• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.