Daniel Carlo Soriano

Daniel Carlo Soriano 15-14B Jocelyn Street, Santa Maria Village 2, Balibago, Angeles City, Pampanga 2009 Mobile: - | Office E-mail:-Personal E-mail:-________________________________________________________________________ SUMMARY OF QUALIFICATIONS: More than a decade in the BPO Industry with knowledge and experience garnered from holding positions from entry to management levels. WORK EXPERIENCE: Sutherland Global Services Account Manager United Online – Technical Support Responsible for managing 32 performance metrics for 4 Voice LOBs and 3 Email LOBs: Voice and Email - Internet Subscription Programs - Digital Subscriber Line, Mobile Internet, Dial-Up(Voice Metrics: AHT, FCR, CSAT, QA, Email Metrics: SL, FCR, AHT, QA) Voice and Email - Mega Web Services – offering retail webmaster solutions to e-commerce subscribers (Voice Metrics: AHT, Upsell, QA, ABN, Email Metrics – SL, FCR, AHT, QA) Responsible for meeting efficiency metrics: Service Levels, Abandon, Schedule Adherence, Support Ratios. Accomplishes metrics via communicating job expectations by planning and monitoring results. Identifying and evaluating opportunities by analyzing trends and options, choosing and recommending courses of action, developing action plans. Maintaining open communications avenues with the client to ensure goals are aligned. Maintaining staff requirements; managing attrition and the hiring, training and on-boarding of new consultants. Coaching and counseling team managers, disciplining employees; developing talent and enforcing processes, policies to make sure productivity standards are met. Creates daily, weekly, and monthly incentive programs to foster a performance-reward based culture. Instrumental in ensuring a smooth transition of Dial-Up LOB from India to the Philippines. Sutherland Global Services Account Manager United Online – Retention Responsible for managing 13 performance metrics for 3 Voice LOBs: Voice and Email - Internet Subscription Programs - Digital Subscriber Line, Mobile Internet, Dial-Up(Voice Metrics: AHT, Save Rate, Save Fail, QA, Overall Defect Rate) Responsible for meeting efficiency metrics: Service Levels, Abandon, Schedule Adherence, Support Ratios. Accomplishes metrics via communicating job expectations by planning and monitoring results. Identifying and evaluating opportunities by analyzing trends and options, choosing and recommending courses of action and communicating with the client to ensure goals are met. Maintaining staff requirements; managing attrition and the hiring, training and on-boarding of new consultants. Coaching and counseling team managers, disciplining employees; developing talent and enforcing processes, policies to make sure productivity standards are met. Creates daily, weekly, and monthly incentive programs that target Save Rate as a primary metric. Sutherland Global Services Team Manager United Online – Technical Support Responsible for meeting 32 performance metrics for 3 Voice LOBs: Voice and Email - Internet Subscription Programs - Digital Subscriber Line, Mobile Internet, Dial-Up(Voice Metrics: AHT, Save Rate, Save Fail, QA) Ensured correct scheduling and compensation of the team. Coaching and mentoring employees; providing avenues for growth and talent development. A testament to the effectiveness is the fact that at least 9 members of the team were able to move up to L2 positions and higher during their tenure with SGS. Managed breaks and AUXes to ensure productivity. Maintained and boosted employee motivation and morale through fostering team work, holding team buildings and initiating informal conversations to build trust and rapport within the group. Sent out daily dashboards, communicating metrics status with the clients as well as managers. Handled escalation calls to avoid corporate complaints. Sutherland Global Services Quality Assurance Specialist United Online – Technical Support Maintained the CSAT Deep Dive Report; analyzing trends in customer satisfaction as well as opportunities on the agent level. Provided recommendations on courses of action. Auditing and providing feedback to employees to ensure quality customer interactions. Sent Consolidated Quality Reports as well as Weekly Allocation reports to QAs, Team Managers. Checks audit and coaching compliance as well as the quality of feedback being provided to employees. Chaired Joint Calibration Sessions with the client, discussed areas of improvement. Sent out Quality Advisories to ensure the team is abreast of all client updates. Maintained the MIP Tracker (Monitoring Improvement Plan) for consultants. Sutherland Global Services Level 2 Escalations United Online – Technical Support Responsible in handling irate customers to avoid corporate complaints. Creating and updating escalated phone company trouble tickets to provide timely resolution to technical issues. Provided tier 2 support for agent inquiries and escalations. Sutherland Global Services Technical Support Consultant United Online – Technical Support Provided troubleshooting for VOIP and DSL customers. Ensured that all key program metrics (AHT, CSAT, QA, FCR) are achieved monthly. Training Lean Six Sigma Yellow Belt Certificate Learned application of DMAIC methodology to impact key performance metrics. Statistical data analysis implementation in order to ensure repeatability, reproducibility and improvement of existing processes with the least variation. Lead 200 Operations Management Training and Development Workshop Lead 100 Basic Supervisory Training EDUCATIONAL ATTAINMENT: BA Industrial Design De La Salle – College of Saint Benilde 1544 Taft Avenue, Manila BA Mass Communications University of the Philippines Gov. Pack Road, Baguio City Don Bosco Academy High School Diploma Green Meadows Subdivision, Pampanga CHARACTER REFERENCES: Reynald Joseph David Senior Account Manager | Sutherland Global Services Melanie Chua Business Director| Sutherland Global Services