Edsie Ann Alcoy

edsie ann alcoy Associate Manager (5 years 2 months) Contact - Email: - Age: 31 years old Location: Bulacao, Pardo Cebu City, Cebu Expected Salary: 60,000.00 Job Level: Managerial Work Experience April - 2015 to Present (2 years 3 months) SHIFT MANAGER/ Associate Manager TechMahindra Monthly Salary: 51,000.00 - Handles 6 Teams with a total of 90 HC - Handles Analytics Team with 3 Subject Matter Experts - Responsible in creating and updating the deck for Weekly Business Review with the client and upper management -Developed, implemented and monitored programs that helped increased FTR(First Time Resolution) and maximize customer satisfaction - Interviewed, hired and trained quality technical support representatives. - handled 21 SMEs -Provides weekly/monthly departmental reports and updates - Handles managerial calls or escalations -Recommended changes on the existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. - Responsible in doing all Analytical reports on all Metrics - Accomplished AHT Glidepath project assigned by the Management in a month's time and continuously maintained it until the present (hitting AHT metric without compromising other major KPIs) - Lean Six Sigma Project in Driving FTR August - 2006 to June - 2009 (2 years 11 months) Team Leader Teletech Monthly Salary: 30,000.00 * Manages 15-19 employees * POC for Overtime for the whole account * Sales Champion for the whole LOB * Updates agents on their daily/weekly/monthly stats * Coach and set goals to agents on their metrics and performance * Checked daily attendance and provide feedback to the team * Listen to agents call - remote monitoring/side by side/recording * Develop/motivate agents and trained agents for higher position * Handled Supervisor Calls Education March 2012 UNIVERISITY OF THE VISAYAS Completed graduate school in DIPLOMA FOR PROFESSIONAL EDUCATION March 2005 University of San Jose Recoletos College graduate in BSIT Skills & Languages English (Expert) References Rafful Pagarigan TechMahindra Operations Manager-- Jason Aguilar TechMahindra Operations Manager- Mynimo Resume of edsie ann alcoy Powered by TCPDF (www.tcpdf.org)