Ronald P Calabon Jr

 RONALD PARAS CALABON JR. Blk2 Lot1 Stone Haven Subdivision Barangay Granada, Bacolod City CEL#-/- EMAIL:- An articulate and highly experienced Regulation and Compliance Management professional with an exceptional track record of leading and improving team performance, audit results and client satisfaction. Financial, product and compliance expertise is enhanced by key personal skill, including tenacity and commitment to deliver results. Experience/Specializes Planning Organizing Controlling Communicating Problem-solving Analyzing Leadership Achievements Top TL for Quarter 1 2017 Top Cluster Head for Quarter 2 2017 Top Cluster head for West for Q1 2016 Top Cluster head for West for Q3 and Q4 2015 Top TL of the year “West IP” for 2014 Top TL of the year “West IP” for 2013 Top TL of the year “West IP” for 2012 Top Team for Quarter 1 to Quarter 4 for 2012,2013 and 2014 Top RGU team for- Graduated as Cum Laude Graduated as Most Outstanding Student in Leadership Graduated ad Most Outstanding Student in Service Master’s in Business Administration Career History August 14, 2018 to present (iQor-Talisay) AVP (Team Leader ) Currently handling 15 agents to meet or exceed performance target in a daily basis. Responsible that aimed result should be meet in a daily basis. Coach and mentor team members. Mentor 4 new Team Leads in making sure that they perform and understand their role and ways on how to meet given targets. This is part of my developmental plan for a managerial position. February 21, 2011 to August 14, 2017 (Convergys-Bacolod) Cluster Head ( Operations Manager - Trainee)- Fiscal October 2016 to present (Comcast eCare) Cluster Head for Billing from Fiscal October 2016-March 2017. Managing a regular team and 2 teams (focused team) Cluster Head for Cable from Fiscal April to present Managing 4 Teams and SME Team. Handling Transition Classes for 30 days. POC for Cable Sales and RepSat performance. Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project's business continuity plan. Cluster Head ( Operations Manager OIC Trainee)- January 2015 to April 2015 Managing 5 Teams with 80 agents POC for West Sales and VOC Metric for West IP (Internet/Phone) Support and West DP (Cable/Internet) Support. Work with Sales Operations to provide input into sales tools and support materials Define best practices for how to support a sales opportunity. Aid in the transition of signed deals from Demand to Fulfillment. Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Client Service Level Agreements. Ensure department operates efficiently according to client and company measures. Maintain understanding of client specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements. Maximize revenue generated efficiency. Support long and short term financial projections. Responsible for expense management. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. Team Lead since January 2012 Effectively interact with my team members and demonstrating a genuine interest in team. Coach team on their performance. Communicate positive as well as negative feedback. Consistently monitor team performance. Develop relationships within supporting business. Use and promote Company recognition programs and understands the direct correlation between recognition and retention. Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. eCare/West IP Tech agent from February 2011 to December 2011 (Internet/Phone) Support. Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service. Meet customer requirements through first contact resolution. Prepare complete and accurate work and update customer file. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. September 21, 209 to February 18, 2011 (Transcom Asia) CAE/ATL Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis, Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training. January 16, 2009 to September 1, 2009 (Teletech Bacolod) TSR ( technical Support Representative/SME). Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service. Meet customer requirements through first contact resolution. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Prepare complete and accurate work and update customer file. Support 3 teams in making sure to answer inquiries, knowledge based information and update for phone repair. September 2006 to December 2008 (Mang Inasal Bacolod) Bacolod OIC Manager (Group Manager) Appointed to key Area leadership role to rejuvenate branch performance and manage 1 Branches in Bacolod Transformed operations, quality of service and staff morale, with success delivered Including improving audit from “poor” to “very good” rating and branch performance. Implemented highly effective people development programmers, including mentoring and Training, substantially improving morale, client satisfaction and overall branch performance. Reduced customer complaints by 99% in three months through providing leadership, coaching and an escalation point to customer facing staff. August 2003 to August 2006 (Alessandra Foods Corporation- Burger Machine) Area Manager Implemented highly effective people development programs, including mentoring and training, substantially improving morale, client satisfaction and overall branch performance. Established tracking systems which facilitated visibility and progress of company’s file and records. Introduced processes prior to files being sent for underwriting, ensuring eradication of errors of Profit and Losses reports and declaration od sales enhanced quality and resulted in zero files requiring return. April 2002 to March 2003 (Jollibee Corporation) Store manager Transformed operations, quality of service and staff morale, with success delivered. Reduced customer complaints and providing leadership towards employees. Highly responsible in assuring the production area will meet the requirement in assuring the needs, replenishment and inventories in a timely manner. March 2001 to March 2002 (PO’s Marketing) Supervisor Able to meet sales requirements in order to reach the requirements and monthly sales quota as a Sales Supervisor. Ensure that bookings made by Sales Agents under my supervision will be addressed accordingly. Intensive follow up and monitoring to all Sales agents Customers for Credit Investigation and possible approval is highly done. Personally assisting Agents in every delivery to ensure superb customer service and for possible repeat orders. Making sure that allowances and incentives will be processed on time and be received on time. Personal Data Name: Ronald P. Calabon Jr. Nickname: Kian Birthday: August 5, 1980 Birth Place: Manila Status: Single Educational Background: Graduate School: Carlos Hilado Memorial State College Masters IN Business Administration- College: University if West Negros University Bachelor in Commerce- Major in Business Administration- Character References: Jesulyn Alacrito-Katague Transcom- Senior Operations Manager Sharon Flores CVG Comcast- Senior Manager Program and Management Mark Anthony Cabugao Convergys- Site Director OIC Rolen Espera Convergys- Operations Manager