Sophisticated change agent with great interpersonal, communication and leadership skills and documented ability to create as well as implement reengineering activities that fulfill strategic objectives. Resourceful, creative, computer-literate.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	9/2006 - Present
Network Telephone Services, Inc.	(Confidential)	8/1997 - 8/2006

SCHOOL	MAJOR	YEAR	DEGREE
University of Phoenix	Management	2006	Master Degree
West Valley Occupational Center	Microsoft Software Application	2001	Trade School Degree
Lyceum of the Philippines	History	1980	Bachelor Degree

Highlights:

Managed start-up inbound 24/7 Call Center and oversaw all functions within the call center. Drove 40% increase in overall agent productivity, reduced attrition rate by 20% by creating incentive programs. Developed and implemented first-ever customer service training, set-up call handling standards, continuously evaluating reporting tools and performance measurements, made changes and recommendations to improve service efficiency while staying within budget. Spearheaded and managed start-up in-house mail center operations, reducing overall mailing costs by over $500K per year, while increasing mail deliverability rate by 67%.Reduced corporate waste in terms of redundant processes, equipment maintenance, unnecessary overhead costs, and inefficient mail preparation by as much as $245K per year.Spearheaded design and development of automated systems and processes to efficiently track, and manage inventories, expenses and client’s accounts.Developed, designed marketing strategies, communication and management plan for a start-up skin care clinic that resulted in 100% increase in sales increase, 100% improvement in efficiency, and 31% improvement in retention rate of salon technicians.

Companies I like:

Kaiser Permanente, Blue Cross, WellPoint, Toyota, Dole Food, Sunrise Senior Living, Pitney Bowes, Countrywide Financial, Health Net, Walt Disney, Universal Studious, 21st Century Insurance

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Call center management
• Consulting
• Administrative Services

Leading start-up inbound and outbound call center, including mail center operations with proven strategic and tactical expertise in driving operational growth, and turnaround efforts, maximizing business opportunities and ensuring compliance with legal and regulatory requirements. Provide business consultation services, conduct organizational studies and evaluations, designs systems and procedures, conduct work simplification and measurement studies and assist management in operating more efficiently and effectively. Create marketing campaigns, sales strategies, pricing structure and lead-generating activities geared to improving sales performance.