Zyra Sebastian
Operations Manager
San Fernando
Summary
10 Years of experience in the Contact Center industry and I have handled various departments such as Customer Service, Technical Support and Sales an Operations Manager. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Seasoned Operations Manager and talented leader with years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
Work History
Operations Manager
TeleTech Customer Care Management Inc.
01.2021 - Current
- Hiring ,Planning and staffing
- Conducting timely performance evaluations
- Translating corporate goals into functional and individual goals
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Operations Supervisor
TeleTech Customer Care Management Inc.
10.2016 - 12.2020
- Monitor team performance and report on metrics
- Familiarize the team with the customer needs, specification, techniques and tools to support task performance
- Coach and help develop team members; help resolve dysfunctional behavior
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Ensure that the team members are fully briefed on new information within an agreed time frame in order to effectively carry out their role.
Trainer(T-Mobile)
Teletech Pampanga
06.2015 - 09.2016
- Monitor ,track evaluate agents performance based upon KPI’s and provide personal/professional feedback to associate to ensure all goals are met and product standards are adhered.
- Participate in associate selection and interviewing process
- Responsible for communications between contact center management , client and associate
Retention Specialist (CLEAR-internet service)
Teletech Pampanga
08.2014 - 04.2015
- Handles retention of current customers.
- Provide high quality customer service
- Training the team on all troubleshooting and following up with the customers on their issues
- Provide alternative solutions to look into further streamline of work process
- Identify Root Cause of issues, provide proper options to consider and find how to add value to what they currently have, to increase the percentage of retaining customers.
Collection Retention Specialist
IQOR Philippines
03.2013 - 12.2013
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Identify and assess customers’ needs to achieve satisfaction
Education
Bachelor of Science - Bussiness Administration
St.Nicholas College of Bussiness And Science
San Fernando Pampanga 04.2001 -
Skills
My extensive experience in customer service has provided me unique skills such as independently managing my team with minimal supervision from my Senior Manager, finishing assigned tasks before the deadline and creating smart developmental plans for my team which I believe I can apply to this roleundefined
References
Zyra Belleza Sebastian, 37, Calulut City, San Fernando, Pampanga
Timeline
Operations Manager
TeleTech Customer Care Management Inc.
01.2021 - Current
Operations Supervisor
TeleTech Customer Care Management Inc.
10.2016 - 12.2020
Trainer(T-Mobile)
Teletech Pampanga
06.2015 - 09.2016
Retention Specialist (CLEAR-internet service)
Teletech Pampanga
08.2014 - 04.2015
Collection Retention Specialist
IQOR Philippines
03.2013 - 12.2013
Bachelor of Science - Bussiness Administration
St.Nicholas College of Bussiness And Science
04.2001 -
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