Maria Eloisa R. Mendoza
321 M. T. De Mesa St. Don Atanacio Village
Cangatba, Porac Pampanga- /--
EXECUTIVE SUMMARY
Two (2) years experience as an Operations Manager, ensuring sales and conversions were managed appropriately to avoid financial impact and guaranteeing that the quality of hires is at par with the business requirements
Ten (10) years experience in operations as a Team Lead/Team Manager, exposed to Collections, Sales and Customer Service
Ten (10) years experience in coaching my team for performance and career advancement
MAJOR ACHIEVEMENTS
Monitored supervisors’ performance and progress, making sure they are reaching the required metrics
Conceptualised and rolled out an incentive program to encourage teams to perform above and beyond their targets
Captured and reported detailed call drivers and designed rebuttal scripts for teams to use
Acquired clients for the company and coordinated project launch for the campaign
Led successful launch of different LOBs for different businesses
Consistently facilitating coaching programs to ensure that behaviours and performances are addressed appropriately
DETAILED WORK EXPERIENCE
Startek
Team Leader
Sept 2013 – Present
Handles a team of 15 reps
Launched the LOB for a leading telecommunications US based company
Acts as point of contact in the absence of the Ops Mgr
Oversees the production floor in terms of performance and compliance
Conducts up trainings for reps within and outside of team assignment.
Rainmaker Asia Inc.
Senior Team Leader
September 2011 – February 2012
Designated to single-handedly launch an Australian Outbound Sales Account with a sales coach and 15 agents
Directly reported to Director of Operations
Formulated team incentives
Initiated client calibrations
Conducted up training for the team
Assigned to launch another U. S. Based Outbound (Telco) Sales Account with less than 40 agents
Processed attendance records, account’s payroll
Conducted refresher training for the agents
Attended internal and external calibration with clients.
iQor Philippines
Senior Team Manager for Operations (Collections)
October 2007 – September 2010 (2 years and 11 months)
Handled inbound and outbound credit card collections for a financial account with 20 agents
Was amongst the 10 supervisors to launch the account
Processed team attendance records and accounts’ payroll
Formulated commission tables for the account
Held the Rank 1 team for 6 consecutive months with dollars collected as the primary metric
Created power point slides and other excel data for external and internal presentations
Tasked to oversee the transition of new hires to the production floor
Provided on the job training for newly promoted supervisors
Was part of the implementation team for contests and distribution of prizes
Spear headed both external and internal call calibrations.
Sitel Philippines
Team Manager for Operations
November 2005 – October 2007 (1 year and 11 months)
Handled outbound credit card acquisition account with no less than 20 agents
Was among the 3 supervisors who launched the account with 150 agents
Created theme activities for the production floor; took escalated calls; initiated implementation of English Only Policy and Clean as you Go across the outbound population
Devised a coaching log and monitoring form approved by the client
Kicked off the supervision in organizing client specific data during client audits
Trained agents who were promoted to sales coaches and supervisors while in my team
Assigned to ensure that calling files and staffing are managed and still within client specific goals for the shift.
eVantage Inc.
Inbound/Outbound Operations Manager
November 2004 – November 2005 (1 year)
Pioneered the company’s start-up operation
Was responsible in the hiring of employees and conducted new hire orientation
Supervised the launched of the various appointment setting accounts
Trained new hires on their assigned campaigns
Singlehandedly managed the inbound appointment setting for a health insurance
Was delegated to send reports to clients on a daily and weekly basis (this includes: campaign efficiency, depletion of files, agents performance); tabulated incentive program for each campaign; conceived and developed the company’s hand book.
Cyber City Teleservices Ltd.
Operations Manager
June 2003 – November 2004 (1 year and 5 months)
Headed incentive plans for the program
Managed 10 supervisors and 8 sales coaches for the shift
Monitored supervisors performance and progress on a weekly basis by providing recognition to the team and spending more time to low performing teams
Worked closely with the workforce team to ensure that staffing are properly controlled for media forecasts for the entire program
Was responsible in publicizing hourly data of key metrics (such as sales conversion)
Cyber City Teleservices Ltd.
Inbound Sales Supervisor
July 2002 – June 2003 (1 year and 1 month)
Handled 15 agents for sales inbound infomercial accounts
Conceived and developed a program for new hires
Supervised not more than 3 batches of new hires for this new hire program and worked closely with sales coaches
Has put together rebuttal scripts for the program
Led and organized trainings for supervisors and sales coaches approved by the training department
Was in charge of the A-Team for the launching of new accounts for the program which includes script enhancement, line testing, and product training of agents in the A-Team
Was in charge in providing training to agents with challenges in their communication skills by using drills and other methods to enhance this skill
Was consistently in the Rank 3 teams.
Cyber City Teleservices Ltd.
Inbound Call Center Representative
August 2001 – July 2002 (11 months)
Accepts international inbound sales calls
Process customer’s orders and concerns by providing the best customer service for a telecommunication account
Was a member of the A-team whose role was to be front liners to clients
Was awarded as “Best CCTL Agent” in February 2002.
Computer College Systems Specialist
College Instructor
June 2001 – March 2002 (1 Academic Year)
Handled subjects in Technical Writing, Public Relations and Developmental Reading to graduating students
Started with only 9 units during the first semester and was later on increased to 18 units in the second semester
Designed a draft for a new curriculum for the English Department for Fourth Year students.
Educational Background
Bachelor Degree:A. B. Mass Communications
University : Angeles University Foundation
Graduation Date:April 2001
References available upon request.
