Emmanuel Victor Z Cabrera

A seasoned professional with more than 15 years experience across multiple roles in the Business Process Outsourcing industry. Have experience in Operations Management, Software license management, incident management, new technology deployment, project management, process improvement, data analysis, and dashboard creation.

Major Accomplishments:

• Key player in setting up two super site locations in Manila (3500+ workstations) and Cebu (1200+ workstations).

• Key player in migrating more than 1600 employees supporting nine different lines of business from five different locations across Metro Manila and Laguna.

• Instrumental in reducing software and telephony license costs of the company and the client which amounted to huge cost savings.

• Improved the tracking and movement of client software licenses across four sites by error-proofing data being sent and automating data collection and analysis thereby reducing license recovery and reallocation processing time from 3 days to 1 hour.

• Improved overall voice quality of calls for APAC telco and media clients which consequently improved customer experience for the programs.

• Streamlined staff profile access to client systems thereby reducing reducing provisioning time by 50%.

• Co-authored a streamlined high severity incident management process for a major telco client resulting into better outage handling thereby reducing average downtime and consequently cost-impact due to outages.

• Co-authored a streamlined process in securing client OTP tokens onsite and accounted for resulting to cost savings for the client and penalty avoidance for the company.

• Led the roll-out of streamlined meeting protocols for the program (Heartbeat) which reduced meeting times to about 50%.

• Created scorecards for two programs that enabled Team Leadders to coach thier agents without having to gather all the data metrics themselves.

• Created an online Team Leader resource guide (TL Survival Kit) to help with new Team Leaders in on-boarding to their new role.

• Launched multiple programs across different site locations.