Irene L.

WORK HISTORY

EDUCATION

ABOUT IRENE L.

Experienced for over eighteen (18) years. Handled various international campaigns in different divisions – Customer Service, Collections, Sales and Telemarketing and Technical Support. Three (3) years of hands-on experience in Vendor Management, managing CS vendors for Sephora SEA. Thirteen (13) Years of proven track record in captive and non-captive Contact Center Operations with expertise in Performance Management, Data Analysis and Employee development. Two (2) Years of background in Training Department. Launched programs such as telco, print & digital e-commerce product which lead to the growth of 700 FTE in the Philippines. Full time involvement in transforming an organization to Agile, certified Agile Champion. Agile Champion and Practitioner – part of a team which successfully introduced, trained, and advocated Agile mindset to front liners and up which resulted to 4 minutes AHT reduction in a span of 3 months. Decision Effectiveness – Participated in benchmarking the company’s decision in making sure that Supervisors and coaches are focusing on the right issues which lead to the growth of a line of business to 50% FTE in 6 months. Design Thinking – Contributed to providing solution to operational concerns of employees which resulted to 33% overall increase of employee satisfaction rate in 6 months Data Analysis – Identifying trends, quantifiable data and root cause analysis which contributed to the launch of contact scrubbing process that properly identifies controllable and non-controllable. Presentation Skills – globally represented 2 lines of businesses to WBR, MBR and QBR delivering successful results in a form of power point presentation or narrative Employee Development – introduced a high impact approach of mentoring and coaching to coaches and frontlines which resulted to 100% internal promotions in Operations and enhanced the level of coaching of each Supervisors.