Remar Malaya

For 9+ years working in the BPO industry, I've been enjoying doing the following:

*Managing client Metrics That Matter (MTM) - Customer Satisfaction, Sales and Sales Compliance managing 90-100 Customer Service and Sales Representatives. Part of my scope is client facing for a high level CSAT-NPS/Sales/Sales Compliance performance discussion. I was one of the initiators in improving our customers' overall customer service experience by aligning the company's products and services thru need-based non-scripted selling. I also develop plans to take advantage of new and existing areas of opportunity (e.g. sales, products, and services) based from the analyzed numerical data and provide goal projection.

I am currently managing the day to day call center operations for an Australian cruise line company working with their reservations department with 70 full time employees (agents, supervisors, trainers, and workforce) reporting to me.

Please see below summary of my skills:

*Operations Management
*Business Process Improvement (Six Sigma-YB certified)
*Manage Customer Satisfaction and Sales Metrics
*Training and Facilitation
*Client Management
*Data Analysis and Projection
*Recruitment
*Cluster and Team Management
*Workforce Management Optimization
*Compliance
*Budget Management
*Employee Engagement