1. Salanga, Anthony Chester V.
Address: 10 E. Jacinto St. Brgy. Malinao, Pasig City 1600
Email: anthony.salanga@gmail.com
Home: 641 17 17
Mobile: 0917 306 7646
OBJECTIVE: Management position with focus on people and client relations.
PROFILE:
10 years’ experience in the BPO industry specializing in the field of customer service for Order
Management and Financial accounts. A friendly professional, able to establish positive and fun
relationships with co-workers, clients and outside resources. Skilled in working independently
and an enthusiastic team player.
PROFESSIONAL EXPERIENCE
November 2014 to present
Expert Global Solutions an Alorica Company
Eton Cyberbod 3, Quezon City
Position: Team Manager
Account: Barclaycard US
Work Description
Team Manager for Customer Care and Technical Support voice channels
Manage customer escalations until resolution
Ensure 100% regulatory and process compliance for agents
Monitor line adherence and ensure we pass on a daily basis
Handled 15 agents
Highlights
Established LIMME (Rewards and Recognition Committee for Barclays Offshore) which has been
commended by the client for consistent employee engagement activities that boosts morale of
the agents in the account.
Worked with the Customer Experience team to consistently meet and improve the
performance on NPS on a monthly basis
Training's Attended
Lead First – Fundamentals of Leadership

2. June 2014 to November 2014
Sitel Philippines
Ortigas, Pasig
Position: Coach
Account: Groupon
Work Description
Oversees daily call center operations for Groupon South Africa.
Collaborates with back office and escalations team to ensure timely resolution of the
customer’s request.
Handled 16 agents.
Highlights
Smooth transition of the processes from an in house call center in South Africa to Sitel.
Had the most celebrated and colorful Go Live in the entire line of business which was
commended by the VP of Operations, the Project Manager, Operations Manager and the client.
The team has been recognized for having the most number of phone and email commendations
since we started our nesting period last July 28, 2014.
Training's Attended
Flawless Execution – Daily Gameplan for Team Leaders
Sep 2009 – Jan 2014
Infosys BPO Limited
3rd floor Metro Market Market Mall
Fort Bonifacio, Taguig
Position Title: Team Leader
Account: Cisco Systems
Work Description
In charge of the Inbound call center operations for Order Management of Cisco in Manila.
Process requests from internal (Cisco) and External ( Direct Resellers) customers and ensure
timely resolution. Covers United States, Canada, Asia Pacific, India, Australia and New Zealand
sales regions.
Handled 15 agents.
Highlights
Consistent year to date Global call quality scores as a result of the collaboration made with the
Training and Quality team.
Introduced the usage of Call trackers that was used as a basis in modifying the option tree that
reduced the number of non-customer service related calls to the site.
Made a uniform template in flagging service requests to other departments. This ensured that
all necessary information needed for the resolution is documented.

3. Lead the Fun Committee called FISH (Fun is Socially Healthy) and initiated monthly and
quarterly activities that relieved stress on the production floor.
Training's Attended
OnTrac – Performance Management (Equivalent to Yellow Belt Six Sigma Training)
Milestone 3.0 – Effective Coaching
July 2006 - May 2009
Sykes Asia Inc.
Sunnymede IT Center, Quezon Ave. QC
Position Title: Customer Service Representative
Account: Office Depot
Work Description
Receive phone orders from direct customers of Office Depot. Covers US and Canada Sales
Regions. Moreover, returns, credits, order and shipping information, product details and
escalations are also covered.
Highlights
Consistent performance on Attendance, AHT, CSAT and Quality.
Active member of the FISH Committee that is responsible for monthly fun activities in the
engagement.
Educational Background
June 2002 – April 2006
Bachelor of Arts Major in Political Science
Recognition Awardee
Saint Louis College
San Fernando City, La Union
Interests
Travelling
Tattoos
Badminton
Shopping
References available upon request.