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Call Center Manager - Fred Ruiz Castro,CLSSGB

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Call Center Manager - Fred Ruiz Castro,CLSSGB

  1. 1. Fred Ruiz H. Castro CertifiedLeanSix Sigma GreenBelt #21 Hilarion Henares St.BF homes Paranaque +639159304681 +639199993949 Fred.Castro@live.com Call Center Manager Responsiblefor planning,development and implementation of strategies for performance management. This includes coordination between all stakeholders such asclients,recruitment, training,quality,and operations. Areas of Expertise Include:  Lean Six Sigma Methodology  KPI Analysis  DMAIC  Process Innovation and Implementation  ClientRelationship Management  Performance Management  Employee Motivation  Time Management  Leadership Development  Strategic Planning Work Experience May 2016 - Present Teleperformance Inc. Call Center Manager  Overall in-chargeof the day-to-day operations of the center  Responsiblefor the attainment of clientset goals,efficiency targets, and overall siteperformance  Analyzes agents/supervisors/ACCMperformance and develops action plans to bridge gaps  Implements and audits internal action plansto maintain/increaseperformance November 2012 – May 2016 Teleperformance Inc. Assistant Call Center Manager  Oversees hiring,training,quality and operational process  Maintains Business and ClientRelationship  Improved supervisor effectiveness and efficiency through process development  Led and developed three pioneer programs o Chat (December 2013 – April 2015) o Technical Support(May 2015 – Present)  Improved program attendance from 85% to 92% average  Improved payroll efficiency from5% average defect to 1%  Manages program attrition < 5%  Established performancemanagement process through synergy of all departments
  2. 2. October 2011 – November 2012 Teleperformance Inc. Operations Supervisor  Handled an operational team  Acted as CSAT manager that improved employee engagement  Mentored supervisors through series of coachingcalibration sessionswith the client  Pioneered the ComplianceTeam who audits process execution and provided upper management with detailed process opportunities and action plans December 2010 – February 2011 Firstsource Solutions Ltd. Operations Supervisor  Pioneer wave for financial program  Innovated new process to help performance management June 2009 – August 2010 Teleperformance Inc. Operations Supervisor  Handled special groups such as newhire training(Nesting) and Pitstop (Bottom Performers)  Transferred from mobility prepaid programto mobility collections becauseof the success of the special groups  Innovated and standardized coachingprocess and strategies March 2009 – June 2009 Teleperformance Inc. Customer Service Representative  Handled a mobility prepaid account  Technical troubleshootingand billingexplanation December 2008 – March 2009 Allsectech Customer Service Representative  Professionally handled high incomingcall volumes for customer, client,and healthcareserviceinquiries  Resolved customer issues and maintained performancemetrics Trainings & Seminars  Lean Six Sigma – Green Belt – 2014  Leadership, Execution, Accountability & Performance – 2013  Manager On BoardingTraining –2012  ManagingTeam Performance – 2011  Teleperformance Values – 2009-2010  Teleperformance Operational Process & Standards –2009 Education & Credentials University of Perpetual Help Dalta System Bachelor of Science in Nursing - 2003 – 2007 Marymount Secondary Education - 1999 – 2003 Manresa Primary Education - 1993 – 1999

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