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quezon city, philippines
It's currently 4:38 AM here
Joined August 24, 2011
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Jay S.
@jsoliven
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quezon city, philippines
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Business Process Outsourcing Professional
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Portfolio
Portfolio
Vacuum Bags - Space Saving Innovation for Luggage
Luggage Security - Combination Padlocks
Vacuum Bags - Space Saving Innovation for Luggage
Luggage Security - Combination Padlocks
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Experience
Operations Manager
May 2011 - Feb 2012 (9 months, 1 day)
o Supervised day to day operations for 4 non-voice back office teams comprised of 5 Team Leaders and 50+ analysts supporting four different domains that provide support for merchant electronic business processing, payment service information and point of sale solutions across two north American regions (US, Canada)
o Managed 4 different domains spanning on-boarding processes, merchant records maintenances, equipment programming and credit adjudication facilitation
o Developed strategic mechanisms and pro
Operations Manager
Mar 2011 - May 2011 (2 months, 1 day)
o Managed three specialized lines of businesses supporting customer service operations for a telecommunications provider in the US providing daily leadership to a 10 Team Manager cluster handling 120+ customer service representatives in a multi-skilled voice environment
o Oversaw daily operations for Porting assistance and escalations support teams, Customer Saves queues and email support groups servicing US consumers and south American support units
o Enhanced existing processes that drive and manage
Operations Manager
May 2009 - Mar 2011 (1 year, 10 months)
o Supervised operations for an accounts receivable, billing and customer service telecommunications account servicing consumers from the American Midwest straddling areas of Indiana, Kentucky and most areas within the state of Ohio
o Managed daily 1st party collections operations for a multi-skilled voice environment supporting a variety of consumer segments subscribed to basic landline and mobile services, fiber-optic internet services and cable television supported by 7 Team Managers and 90+ Collections
Education
BS Statistics
(4 years)
Qualifications
Coaching Essentials for Managers Training
NCO Financial Systems, Inc.
2006
Coursework provided by the company's Learning and development arm, this training provided a in depth look at effective coaching and feedback sessions designed to empower Team Managers on how to provide output driven and efficient performance management coaching.
4 Disciplines of Execution Certification
Global Payments Process Centre
2011
Training on Stephen Covey's 4 Disciplines of Execution attended and completed as prescribed by Global Payments Process Center. Duration was 5 days and participants included peers and co-Managers from the back office department. Successive sessions were implemented with staff from my own business unit.
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