Operations Supervisor - Engie Impact Philippines - Mabalacat City, Philippines
(2023-01 - 2023-05)
Engie Impact is a global company delivering sustainability and operations solutions for organizations, known for data-driven transformation and efficiency services.
- Lead daily operations managing 22 headcounts across multiple lines of business, ensuring achievement of operational goals and service standards.
- Drive workforce productivity through performance management coaching, and employee development initiatives. Meeting 24 to 48 hour SLA, up to 60% Bill retrieval rate and 100% and above production.
- Analyze operational data and trends to support strategic business decisions and continuous improvement efforts. I piloted cross trainings with the team to help work efficiencies all throughout the business I handled. It boost productivity/utilization from 90% to 100%.
- Conduct regular performance reviews, providing constructive feedback and setting objectives.
- Analyze performance data, identify trends, and make strategic decisions to boost operational results.
- Facilitate client meetings and present operational performance, business updates, and improvement initiatives.
Operations Supervisor - Majorel Philippines (formerly Arvato Bertelsmann)
(2017-06 - 2023-01)
Majorel Philippines is part of Majorel Group, a global customer experience and BPO provider, supporting enterprise clients including major technology companies.
- Managed team performance of 15 headcounts under a B2B type of business across phone and email support.
- Set and monitored KPI targets, productivity goals, and customer experience metrics.
- Delivered coaching, mentoring, and performance improvement plans to drive employee success. Launch a web alert campaign to learn the main reason for the dissatisfaction if we receive any CSAT returns lower than 3. With this initiative we were able to regroup and rearm our front liners to improve CSAT from 4 to 4.25.
- Conducted business reviews and operational reporting for leadership and client stakeholders.
- Managed escalations, supervisory concerns, and service recovery initiatives.
- Identified training opportunities and facilitated knowledge-sharing sessions.
- Led employee engagement and team-building initiatives to improve retention and morale.
Quality Coach - Majorel Philippines (formerly Arvato Bertelsmann)
(2015-09 - 2017-06)
- Conducted quality audits of customer interactions across phone and email channels.
- Delivered actionable coaching and feedback to improve service quality and compliance.
- Identified performance trends and collaborated with leadership on targeted improvement plans.
- Supported onboarding, certification, and training programs for new hires.
- Produced quality reports and analysis used for operational and performance management decisions.
Quality Coach - Majorel Philippines (formerly Arvato Bertelsmann)
(2013-09 - 2015-08)
- Served as a primary escalation resource for agents handling complex customer inquiries.
- Provided real-time coaching and performance support to improve service delivery.
- Managed SAP order processing and quality validation activities.
- Conducted call and email reviews and delivered performance feedback.
- Maintained service level compliance and operational reporting requirements.
Quality Coach - Majorel Philippines (formerly Arvato Bertelsmann)
(2011-03 - 2013-08)
- Assisted customers with billing concerns, account management, troubleshooting, and service inquiries.
- Delivered exceptional customer experiences while consistently meeting performance objectives.
- Identified customer needs and recommended appropriate products and services.
