ALVIN M. GATUS
Mob: +63.917.790.7532
Email: vinmgatus@gmail.com
PROFESSIONAL EXPERIENCES:
EGS Philippines – Clark Site (formerly NCO)
Client: United Parcel Service
LOB:
ECTS
OPERATIONS MANAGER
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NCO Group, Clarkfield Pampanga, Philippines
TEAM MANAGER
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May 30, 2011 – July 21, 2013
Provided positive, consistent, fair, and committed leadership to the team.
Actively pursued a team environment focused on the achievement of the project's high quality standards and high
performance goals
Continuously recognized team deficiencies and developed action plans to overcome these identified
challenges/opportunities
Met monitoring goals and completed related reports
Provided effective feedback and coaching to the agents to continuous aid them in become performing reps while
promoting consistency with their given tasks
Assisted in recommending innovative suggestions to motivate floor staff
TEAM LEADER
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July 22, 2013 - Present
Manages performance on all programs to meet and exceed all client and company expectations. Ensures Key
Performance Indicators (KPI's) are achieved. Directly communicates with client regarding KPI's.
Directly supervises Team Managers and Team Leaders. Responsibilities include interviewing, hiring, and training
employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems.
Develops and trains Team Managers and Team Leaders. Ensures they are proficient in their job skills and provide
constant follow-up training, feedback, and coaching. Checks on our electronic Coaching For Results logs periodically to
ensure strong development plans are in placed for all members of their teams.
Manages information flow between Client Services, Account Management, Operations, Quality Assurance, Training,
Payroll, etc. to ensure all client and company goals are attained.
Oversees hiring process to ensure all positions are staffed to assigned levels per campaign to ensure
productivity. Analyzes staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Rolls out schedule
changes and new hire classes as needed in coordination with Training Supervisor and Workforce Scheduler through our
weekly Staffing Call as assisted by Service Delivery Manager.
Analyzes profitability of program through strategic planning of shrinkages vs. productive hours that Includes offering the
extra hours to the client before walking them through voluntary time offs and online shrinkages. Includes ratio
management to ensure proper staffing of Team Managers and Team Leaders based on Customer Service Representative
(CSR's) headcount.
Co-facilitates employee satisfaction throughout the center through incentives and floor-wide activities. Includes holding
focus groups to gauge employee satisfaction and to consolidate feedback as we work on our continuous improvement.
Participates in, and supports, the Quality Management (QM) Program in identifying and acting on opportunities that
improve the quality, safety and value of the service we provide to our clients and our employees through reasonable
metrics combination. Supports the Quality Management Committee in the implementation and monitoring of respective
quality programs, improvements and projects.
November 2010 – May 29, 2011
Provided and documented performance feedback through side-by-side monitoring and coaching
Appropriately addressed human resources issues by escalating to Team Manager(s)
Supported and communicated business goals, production, and quality/compliance standards, processes and policies
Assisted in attaining the Programs objectives by assisting with “Floor Management Duty”
Kept management appraised of agents morale and satisfaction levels and escalated issues affecting agents morale and
satisfaction to management
Provided leadership based in integrity, accountability and mutual respect and other duties and responsibilities as assigned
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Handled escalated calls and provided workarounds with said issues that may include coordinating with different
department(s) as fit in the attempt to provide resolution to the issues at hand
CUSTOMER SERVICE REPRESENTATIVE
Client:
United Parcel Service - CANADA
LOBs:
Universal
NCO Group, Clarkfield Pampanga, Philippines
Client:
Microsoft Corporation – Xbox
LOBs:
Hardware / LIVE / Billing
TECHNICAL LEAD (APPRENTICE)
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October 2009 – June 2010
Provided timely technical and professional monitoring of calls and cases in partnership with the Team Manager to ensure
procedures are followed and customers initiatives are met
Drove assigned team to meet Case Wellness goals and operational procedures as outlined by Global Support Processes
Guidelines
Provided/Facilitated tech-talks with the team, maintained and improved personal technical skills, reviewed open and
closed cases and monitored daily activity in the queue
Assisted in resolving cases that exceed agents capabilities either in technical skill set, urgency, complexity or time to
service
Did side-by-side call process observation of at least 20 incidents per week resulting in suggestions for overall call handling
improvements and coached technicians accordingly
Tracked agents progress through completion of the action plans set in agreement with the agents
Took supervisory calls as requested by the customer in addressing their concerns in the managerial level of support while
ensuring policies are reinforced when addressing customers’ concerns
NCO Group, Clarkfield Pampanga, Philippines
Client:
Microsoft Corporation – Xbox
LOBs:
Hardware / LIVE / Billing
TECHNICAL SUPPORT REPRESENTATIVE
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July 2010 – November 2010
March 2009 – October 2009
Offered first rate voice support and provided expert advice on simple to complex Xbox operations using Microsoft tools
Troubleshoot customers issue(s) with connection, setting, console functions and other client-related issue(s)
CASSIA & Partners (Dubai), UAE
Client:
Limitless
Contractor: TAISEI Corporation
Project:
Downtown Jebel Ali, Zone 1 Block 2 MX01 – MX04 Buildings
ADMINISTRATIVE ASSISTANT
Arabian Exchange Co. WLL, Doha, State of Qatar
FOREIGN CURRENCY TELLER cum ADMINISTRATION ASSISTANT
Sutherland Global Services Philippines, Inc., Clarkfield Pampanga, Philippines
TECHNICAL SUPPORT REPRESENTATIVE
EDUCATIONAL ATTAINMENT:
BS Business Administration
Majoring in Human Resources Development Management
AMA Computer College – Angeles City Campus
Diploma in High School
Guagua National Colleges
1995 - 1999
August 2007 – February 2009
March – June 2007
July 2006 – February 2007