Vergel P. Abot

Company Overview: iQor is a business process outsourcing company which provides customer service, third-party collections and accounts receivable management. Although its headquarters are in St. Petersburg, Florida, the company operates about 40 call centers in North America, Europe, and Asia.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

• Conducted post-training analysis to identify areas for improvement in future sessions, resulting in continuous refinement of program offerings.
• Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
• Administered regular assessments to track progress and address any areas requiring additional focus or support for learners'' growth.
• Implemented a mentorship program, pairing experienced staff members with new hires for personalized guidance and support.
• Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.

• Company Overview: Teleperformance SE is an omnichannel company headquartered in France. The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world
• Responsible for people development and alignment of goals to meet client objectives
• Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
• Responsible for managing the performance of a group of agents and support groups providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary.
• Responsible for intraday and daily performance monitoring of a group of agents or of a particular shift on the operations floor.
• Responsible for supporting workforce required staffing levels to meet client service level requirements
• Responsible for managing team meetings and participating in operations leadership meetings
• Responsible for communicating to the team any new requirements, changes, updates on all support related information as well as company information.
• Responsible for use and training of call center tools related to performance monitoring and tracking.
• Responsible for assisting in resolving conflict, issues related to employment status and other concerns.
• Responsible for supporting the operations manager for cluster wide action planning.

• Company Overview: A business process outsourcing company which provides customer service, third-party collections and accounts receivable management. Although its headquarters are located in St. Petersburg, Florida, the company operates about 40 call centers in North America, Europe, and Asia.
• Guidance and supervision of 12-17 call center employees in a blended environment. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives.
• Monitor calls to observe employee's demeanor, technical accuracy and conformity to company policies.
• Provided performance reviews and developmental feedback on a monthly/quarterly/annual basis.
• Handling complex calls and ensure customer retention.
• Conducted team meetings on policy and procedure and training staff on legacy applications.