Myra Yasmin Gines Santos
Santa Rosa City Laguna
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Mobile: 639175934872
63939-806-5732
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Executive Summary
l Dedicated
BPO professional, Accounts service manager with 11+ years of experience
in Shared services, back office and support organizations for multinational
organizations. Consistent with achieving good customer satisfaction rankings,
improvements to the bottom line and turnaround of underperforming operations.
Experienced in Operations and Business Development with training and mentoring
from Banking, BPO and Consumer services leaders.
l Respected
builder and leader of customer-focused teams; instill a shared,
enthusiastic commitment to customer service as a key driver of company goal
attainment. Lead by example and ensure the execution of all safety, security,
quality and store operations policies. Current hosts a radio program broadcast
online and AM.
Areas of Expertise
Customer Service Management
BPO Set Up and Operations
Call Center
/ Website Operations Management
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Business
Development/ Marketing
Program
Management
Process
Improvement and TQM
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Staffing,
Training and Devt
Lean Discipline
Client Account Management
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BUYANIHAN /PLATFORM2U PHILS
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MAKATI CITY
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Buyanihan.com
Phils digital marketing – HEAD of Corporate Accounts Program Manager Business Development Department
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Nov 2010 to Present
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l Manages corporate relationships with Banking, BPO, and
TELCO accounts group buying websites
l Core group member on creative, concepts, pioneering ideas
and execution on market research on different industries.
l Manages websites -Buyanihan.com and Megadeals.ph,
Buyanihan.com, BPI Dealmania.ph Platform Websites
l Manages and coordinates with Customer Care Division
Inbound, Outbound, After Sales Campaigns/Services
l Manages Non voice marketing campaigns, via social
networks, blogs, text-blasts, email-blasts
l Manages Business Development Department
l Manages on ground marketing activities for branding and
product awareness
l Collaborates on marketing activities and events for
product awareness to drive sales for sales sites.
l Drives compliance with company policies, rules, process
and protocols
l Creates quality and process improvements
l Team member on authoring company policies, employee
rewards, and ground-up corporate structuring.
l Spearheads customer satisfaction driven activities and
training
l Co-Manages Creative, web development team
EASECOX INTERNATIONAL GROUP —
Pasig City
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July
2010 to Sept 2010
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Consultant for Operations & Customer Service Management
l Officer in Charge of Philippine Operations out of the other Asia Pacific
corporate offices for Fashion undergarments and health products.
l Facilitated completion of Government Mandated Registrations and Licenses
for Business.
l Managed and trained Call Center of Customer service department and call
center for order inquiries, complaints and returns
l Managed and trained performance of Team Managers and their agents with
periodical analysis, coaching, feedback, mentoring and empowering the team
l Consultant for marketing, business planning, Logistics, Budgeting,
Payroll and HR efforts.
CALL CENTER SUPPLIES,INC —
Santa Rosa City, Laguna
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Dec
2009 to June 2010
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Call Center
Manager Outbound Sales (Pharmaceuticals)
l Managed 100 FTE outbound sales team
l Motivated and guided team to meet client
goals and standards
l Managed performance of Team Managers and
their agents with periodical analysis, coaching, feedback, mentoring and
empowering the team
l Spearheaded and planned for Recruitment
and Training efforts to fill client requirements
l Office administration – managing HR,
finance, payroll, training, IT and facilities/maintenance
l Point person for communications,
proposals for external business affairs for main/local office
l Meets with Team Leads, Support groups on
a daily basis to achieve center KPIs and goals
l Coordinates and meets with clients on a
regular-basis to ensure synchronicity of team delivery and expectations
l Ensure compliance on company and client
policies and enforces disciplinary measures if needed
l Updates upper management on reports on
Center activities, issues, accomplishments and sales performance of teams
l Managed workforce and QA monitoring
l Budget
management and business planning
MOWAVE PHILIPPINES MWC (Sourcefit) — Eastwood City, Manila
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Feb
2009 to Aug 2009
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Training and
Quality Manager MWC @ Mowave Philippines
Operations
Manager Outbound Sales
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Managed 60- 80 FTE outbound sales team
l
Managed operations, daily reports and workforce
management
l
Coordinates and directly manages 4 team
leaders for the day and night shift
l
Remotely updates upper management on daily
activities and statistics of sales and customer service teams
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Facilitates sales and basic training for all
incoming and current employees
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Customer Service/Relations Management (Escalations/ complaints)
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Spearheads recruitment efforts, conducts
interviews and final assessments
l Spearheads/Managed
Call Quality Teams of North America and Manila
SUNPOWER CORPORATION SHARED
SERVICES ORGANIZATION — Santa
Rosa City, Laguna
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Oct
2006 to July 2008
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Sr Manager, Training
and Quality Assurance SSO dept
Operations
Manager Telesales and Customer Service (acting capacity
October 2006 – November 2007)
l Operations management for
NA/ EU and AP shifts - monitoring of KPIs and SLAs
l North American/ European
operations/ Asia Pacific workforce manager (acting capacity)
l Coordinates with Shift
managers for U.S., European and Asia Pacific (Australia/China) shifts
l Customer Relations
Management and technical support (Escalations/ complaints)
l Periodic training needs
analysis for continuous process improvement
l Manages Quality team for
monitoring and evaluating calls for quality improvement initiatives
l Monitors compliances
related to policies and procedures for operations management
l Created Modules specific to
telesales and customer service modules
l Spearheaded/Managed Quality
Team for Operations for call/transaction quality
l Coordinates with US, Asia
Pacific and European partners for training and operations needs
l Spearheaded Total Quality
Management (TQM) programs for ISO and Six Sigma implementation
l Conducts Performance
Assessment and Management
l Author of employee
recognition and awards programs, reducing turnover by 20%
l Oversaw network
administration reducing costs in hardware by assigning a technical equipment
coordinator to manage accessories and network needs
l Budget management and
business planning
INFONXX (now KGB) — Santa Rosa City, Laguna
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May 2006 to Oct 2006
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Training and
Development Manager
l Manned
a team of over 20 Trainers and Training Assistants, Evaluated training skills
l Coordinates
with HRD for new hire training and other related, pre- employment issues
l Coordinates
and works side by side with the quality department for quality issues related
to
l Training
and Call center agents’ needs
l Developed
new training material for needs training/assessment purposes
l Attends
weekly calibrations with Clients for quality issues in call handling and
protocols
l Coordinates
and works directly with Quality team for client calibrations for quality
improvement
l Keeps
records and generates reports of all training related matters, including
training week
l Progress
reports, retention and attrition of trainees on board
l Resolved
old issue between training and operations by creating standard inter department
policies
CYBER CITY TELESERVICES, LTD
— CSEZ, Angeles City,Pampanga
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July
2000 to May 2006
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Trainer - 2000,Training&
Recruitment Supervisor 2001-2003
Training and Quality Enhancement
Manager – 2003 - 2006
l Started
as an agent and promoted to trainer in 3 months.
l Moved up to training
supervisor in 2 years – handled sales and communications trainers
l Responsible for
preparation, creation of training materials and schedules for affiliate
schools, universities for BPO and client based projects
l Trains teachers/professor
affiliated with the company for BPO for call center education for them to
introduce call center education curriculum in their respective
universities/colleges
l Coordinates with call floor
supervisors and the operations manager for call center immersion activities
l Makes real time decisions
in case of sudden call floor changes with call cues, load of calls and
technical aspects when supervising immersion sessions
l Created forms and
parameters strictly for prospective call center employee search and evaluation.
l Pioneered revolutionary
ideas for improvement of training for BPO and call center training
l Senior
Recruitment Officer at Cyber City Teleservices-Plans events for job fairs, mass hiring
efforts and Evaluates, interviews potential employees
Coach @ America
Online Member Services, Philippines March 1999 – May 2000
l Handled customer service
issues regarding technical and connectivity issues
l Handled online chat
monitoring
l Monitored team attendance
and behavior for productivity and individual improvements
Import and
Export Supervisor @ Lilly Hill Corporation Sept
1992 – Aug 1998
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Handled and processed incoming
shipments of stocks
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Inventory management
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Supervises pricing and price
monitoring
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Coordinates with warehouse stores for
stock orders
Executive
Assistant to the CEO @KITA Corporation July 1991 – June 1992
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Handled the CEO’s schedule and
activity management
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Administration and office management
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Human Resource work - recruitment
Supply Clerk @
Officers Open Mess (Clark Air Base) May 1989 - May 1991
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Handles inventory
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Stock management for incoming and
outgoing
Education and Training
AMA COMPUTER UNIVERSITY — San
Fernando, Pampanga
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6/85 to 4/89
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Majored in Office
Management
Training: Completed numerous courses and seminars in customer service management, Client and
account management, Business planning
and strategies, Think tank business concepts, sales strategies, inventory
control, loss prevention, time management, leadership, performance assessment, training
and evaluation, basic/advanced teaching strategies, lean management, six sigma discipline, total quality management, 5 Pillars of corporate structuring, Philippine
Labor code, Green Energy Business Models, Pharmaceuticals, Nutriceuticals and
Bio Herbal Science.
Professional Affiliations
Icons Management Consultancy –
Head Consultant for SSO, BPO, KPO
DZRJ 810 Khz AM Ban - Host and Commentator for Universal
Access and Make it Happen Talk Show
Global Destiny News Network-
Regular Resource Person for BPO, SSO and Training
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Head Consultant for all BPO start ups (Project Basis)
l Project management/Operations/Business Dev/Sales and Marketing
l Total Quality Management Implementation
l Human Resource Training and Development and Recruitment efforts
l Customer Service and Satisfaction Champion
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Online Profiles
Professional Profile: http://www.linkedin.com/in/myrayasminginessantos
Personal Profile: http://www.facebook.com/home.php
Media Profile: http://www.youtube.com/watch?v=clvM_alefN8
Radio broadcasts: http://soundcloud.com/heven7/universal-access-dec-25-2010-part3
