Joseph Brian Montano

Curriculum Vitae of Joseph Brian V. Montano 37 Karilagan St. Doña Damiana Subdivision Brgy. Rosario, Pasig City, Metro Manila 1609 - --Education  Ateneo de Manila University, A.B. Major in Economics, March 2001 Work Experience Marketing Services Officer BDO Insurance Brokers, Inc. August 2013 – Present Responsibilities:  Develop and facilitate On-boarding and Training Programs for New Hires of the company  Document the business requirements for the development of system applications  Coordinate with key support contacts for development, testing and deployment of system applications for the business  Coordinate with key support contacts for the implementation, operations management, and process improvement of the company’s outsourced contact center services Account Officer GameOps Inc. May 2012 – December 2012 Responsibilities:  Initiate strategic business planning for a client in the digital entertainment industry  Develop monitoring methods of key performance indicators and business metrics of the clients’ online services  Coordinate with key support contacts for operations management and implementation of marketing campaigns Service Quality Assurance Supervisor PJ Lhuillier, Inc. December 2010 – May 2012 Responsibilities:   Monitors the quality and strict application of client service standards/programs by gathering data, analyzing the data gathered and recommending appropriate action steps towards further improving client service for the entire organization Monitors the Service Level Agreements (SLA) and recommending appropriate improvements based on data gathered and analyzed Quality Assurance Supervisor TELUS International Philippines, Inc. July 2008 - March 2010 Responsibilities:    Supervise quality analysts in accomplishing the following responsibilities such as but not limited to transaction monitoring, coaching frontline representatives, and analysisreports generation. Manage performance of quality analysts through goal setting and evaluation Provide final analysis and reports to internal and external clients through facilitating weekly and monthly business reviews Head of Customer Care Operations Netgames Inc. – Level Up Inc. August 2004 – January 2008 Responsibilities:  Supervise customer support group in line with company standards of service levels  Supervise implementation of in-game activities in line with marketing initiatives  Maintain product and service expertise of support representatives through performance and service quality monitoring  Ensure normal support operations in close coordination with IT group Phone Audit-QA Team Leader SYKES Asia Inc. – Financial Services May 2003 – June 2004 Responsibilities:  Supervise phone auditors in doing quality assessment of service provided by phone transaction agents  Collate quality audit reports to be furnished to team managers and product trainers for measurement of individual and team performance  Coordinate with client in updating, maintenance, and dissemination of phone service agreements and standards  Formulate and maintain opportunities to build exceptional knowledge of productservice information (Brokerage account management) and process flows (Bloomberg machine, CRM tools) for phone agents Phone Agent – Annuity Transactions SYKES Asia Inc. – Financial Services April 2002 – May 2003 Responsibilities:  Processed inbound transaction requests for annuity account holders  Document all transaction requests for auditing  Coordinate with counterparts in the U.S. in processing of transaction requests Skills I am highly proficient in MS Office applications such as Excel, Word, and Powerpoint. I am very experienced with quality assurance and metrics analysis. I have fully developed my interpersonal skills necessary for project management Certification 1. NASD Series 6 – North America Securities Dealers sponsored by Sykes Asia Inc. (2002) 2. Bloomberg Machine Basic Training – Bloomberg Inc. sponsored by Sykes Asia Inc. (2003) 3. Making Effective and Professional Presentations – TELUS Training and Development (2008) 4. Six Sigma Yellow Belt Level – TELUS Business Process Improvement Program (2009) 5. Emergency Response Training and Crisis Management – TELUS Business Continuity Program (2009) 6. Art of Service Recovery – Ateneo Professional Schools Seminar (November 2011)