Изображение профиля jamesreyes1987
Флаг Philippines Dumaguete City, Philippines
На сайте с 8 августа 2013 г.
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I have a proven track record in metric management and leading projects. I am Six Sigma Green Belt Certified and very proficient in root cause and problem solving methodologies. One of the projects I have successfully led was a Conditioning program that involved eliminating mistakes and defects thru the use of Call Flow and Transactional guides for new hires. The program was able to raise operational performance, enhance customer experience and most importantly reduce operational cost. My site has been named as the Best Partner for our clients 6 times consecutively. As a manager, I am highly independent but has a very strong sense of working in a team. I am a fast learner having been exposed in a very fast-paced and dynamic BPO environment. My command in the English language is excellent and I am able to communicate and articulate very confidently with any personalities at all levels. I am a highly motivated leader who values reliability, integrity and honesty at all times.
$5 USD/hr
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Опыт работы

Operations Manager

Dec 2014

• Manages a total of 3 shift managers, 24-30 Supervisors and around 400 rank and file employees; • In charge in the overall planning and execution of initiatives for the site, Successfully launch retention and On Boarding programs that lead to increase in overall performance and productivity • Coordinates with Training and recruitment for the hiring of new employees and promotion of existing employees • Key point of contact for client calls, escalations and weekly business reviews

QA Coordinator

Apr 2010

• Responsible for maintaining all aspects of the center’s Quality Management and ensuring that all QA processes and framework are followed; • Initiates and facilitates local, cross-site and client calibrations to ensure alignment of procedures; • Facilitates weekly client calls to review QA performance and leads in the formulation of comprehensive action plans to improve and maintain performance; • Conducts root cause analysis with the QA Department, Operations and Training to identify gaps and address


Bachelor of Arts in Political Science

2003 - 2007 (4 years)

Bachelor Of Laws and Jurisprudence

2013 - 2013 (1 month)


Civil Service Eligibility (2007)

Civil Service Commission

Effective Root Cause Analysis Certificate (2013)

Neville Clarke

Call Center 101 Certification (2012)

Qualfon Philippines Incorporated


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