Microsoft Office Suite (Expert): Advanced proficiency in Word, Excel, PowerPoint, and Outlook. Experienced in creating complex spreadsheets, professional presentations, and managing large datasets. Familiar with advanced functions and macros in Excel for data analysis.
Valian Moderacion
Parañaque City,Philippines
Summary
Experienced operations leader with 11 years in the BPO industry, including 9 years in leadership roles and 3 years in managerial positions. Yellow Belt Lean Six Sigma certified, successfully delivering a project yielding over $165k in annualized revenue and $44.5k GM$. Managed and supported 800 employees across 3 programs in 3 locations with 40 lines of businesses. Proficient in data presentation, trend analysis, root cause identification, and process improvement. Recognized as the top performer nationwide in 2023, maintaining consistently high employee satisfaction scores. Honored with the Circle of Excellence award for Professionalism, representing the top 0.001% of employees. Advocate for AI integration, driving empowerment through the implementation of AI tools in operations. Managed several verticals including Customer Service and Sales in Telco and Healthcare Programs. Skilled in managing attrition, maintaining a rate of below 3% monthly over the past two years, with expertise in implementing retention strategies and fostering a positive work environment.
Results-driven professional with a strong background in improving key success metrics across various industries. Proven expertise in enhancing forecasting accuracy, exceeding revenue and margin goals, and elevating client, customer, and employee satisfaction scores. Skilled in optimizing call volume projections and consistently achieving contractual bonus and client metric goals. Adept at implementing strategic initiatives and driving operational excellence. Seeking opportunities to leverage these skills and contribute to the success of a dynamic organization.
In addition to my BPO career, I founded and successfully managed an e-commerce business specializing in Perfumes and other Imported goods for 4 years. Established a significant following on Shopee, with 15k followers, and TikTok, with 10.4k followers with a 4.9 Rating. Proficient in social media marketing, influencer collaborations, and content creation. Implemented targeted advertising campaigns to reach and attract potential customers - videos uploaded reached up to 500k views converted to million peso sales in 1 year!
[Visit my portfolio by clicking the link below]
Portfolio: https://valianmoderacion-portfolio.my.canva.site/
Overview
11
11
years of professional experience
4
4
Certificates
4
4
Languages
Work History
Contact Center Manager, Operations
Teleperformance Philippines
2022.02 - 2024.04
- Overall in-charge of day-to-day center operations, managing 700-800 employees.
- Responsible for attainment of client set goals, efficiency targets and overall center performance.
- Analyzed agents/supervisors/ACCM performance and develops action plan to bridge gaps
- Collaborated with other departments for seamless coordination of shared objectives and priorities within organization.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Streamlined workflow processes to maximize efficiency within contact center operations.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Advanced operational efficiency within contact center by identifying areas for automation implementation while maintaining human-centric focus.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
Assistant Contact Center Manager, Operations
Teleperformance Philippines
2021.08 - 2022.02
- Accountable for cluster's performance, managing 150 employees including 7-10 Supervisors with 7 Lines of businesses.
- Responsible for maintaining program's efficiency metrics. Fully implemented and audited Operational Processes and Standards.
- Analyzed KPI, identifying issues and trends. Performed Root Cause Analysis and formulates and executes action plans to improve performance
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Established positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Led successful cross-functional initiatives for continuous improvement in contact center environment.
Supervisor, Operations
Teleperformance Philippines
2016.07 - 2021.08
- Responsible for direct supervision of 15-18 agents
- Responsible of client set goals attainment, efficiency targets and overall team performance
- Performed consistent and affective coaching sessions to address performance gaps
- Analyzed agents performance and develops action plan to bridge gaps
- Conducted regular performance management to improve challenged team members.
- Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Customer Service Representative
Teleperformance Philippines
2013.06 - 2016.07
- Handled 40-60 customer inquiries and suggestions courteously and professionally daily.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Education - Kindergarten And Preschool Education
Notre Dame of Marbel University
Philippines04.2011
Skills
- Leadership and team management
- Process improvement and optimization
- Data analysis and presentation
- Workforce management and recruitment
- Quality assurance and compliance
- Coaching and Mentoring
- Teamwork and Collaboration
- Effective leader
- Relationship Building
- Operations Management
- Microsoft Office Suite proficiency (Excel, PowerPoint, etc.)
Certification
- Lean Six Sigma Yellow Belt Certification, 2023
- Certified Operations Manager, Teleperformance Philippines
- Financial 101 Trained
- Managing Team Performance Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Improved company's sales by $165k annualize revenue, $44.5k GM$ following the success of Process improvement initiative for the program.
- Achieved a 200% increase in staffing requirements annually, directly correlating with monthly revenues exceeding one million dollars for the company.
- Circle of Excellence 2021 Awardee under Professionalism.
- Ended 2023 at number 1 spot in stacked ranked nationwide.
- Supervised team of 800 staff members.
- Promoted as Contact Center Manager after 9 years, following a 6-month tenure as Assistant Center Manager within the company.
Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteRemoteImportant To Me
401k matchCompany CultureWork-life balanceCareer advancementHealthcare benefitsFlexible work hoursPersonal development programsTeam Building / Company RetreatsStock Options / Equity / Profit SharingWork from home optionSoftware
Chat GPT (Proficient): Skilled in developing and integrating conversational AI using GPT-based platforms. Experience in training models, setting up workflows, and implementing chatbots in customer service environments. Video and Photo Editing:
Canva (Proficient): Skilled in creating visually appealing designs for social media posts, presentations, and marketing materials using Canva's online platform.
Google Workspace (Intermediate): Proficient in using Google Docs, Sheets, Slides, and Drive for collaboration and document management.
Social Media Management: Experience in managing multiple social media accounts, scheduling posts, analyzing performance metrics, and engaging with audiences.
Timeline
Contact Center Manager, Operations
Teleperformance Philippines
2022.02 - 2024.04
Assistant Contact Center Manager, Operations
Teleperformance Philippines
2021.08 - 2022.02
Supervisor, Operations
Teleperformance Philippines
2016.07 - 2021.08
Customer Service Representative
Teleperformance Philippines
2013.06 - 2016.07
- Lean Six Sigma Yellow Belt Certification, 2023
- Certified Operations Manager, Teleperformance Philippines
- Financial 101 Trained
- Managing Team Performance Certified
Bachelor of Education - Kindergarten And Preschool Education
Notre Dame of Marbel University
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