Cindy Jeddalyn Perez

As a Client Implementation Manager, a main responsibility is leading and driving client transitions into the Operations environment. (migrating, improving and optimizing the business process into the Microsourcing environment).

Support, execution, and implementation in launching or migrating new systems, processes, guidelines, and project initiatives of US or India; (Collaboration with counterparts from US and India on projects from planning, development, to execution) * User Acceptance Testing * Instructional Design & Engineering of Documents & Processes * Project Management * Process improvement and solutions through Blitzes or Events, elimination of 7 wastes

Quality Management and Support for Teletech sites in: Costa Rica, Mexico- Guadalajara, Leon & Rosario, Argentina- Buenos Aires, South Africa, Malaysia, US, and the 9 Philippine local sites * Spearhead designing and creating trackers and processes for the launch of GLRQA * Work with clients on turning around performance via glide path analysis * Administration and maintenance of Quality Assurance systems as well as internal systems (NICE, EyeQ360, Verint Witness, and Clarify)

Evaluates agents based on their communication and conversational skills on standards set by the clients and the ACE progam. Responsible in meeting forecasted targets and for properly communicating concerns, Program performance reports, and updates to Operations. * Conducted coaching sessions, up-trainings, and ACE TL Calibrations * Sends out high level reports with comparative and gap analytics * Hosted several events for the Roxas Delivery Site * Joined the Teletech Broadcasting Network as a DJ

TSR for SBC Global Internet Services and SBC Home Networking as a multi-skilled agent Provided technical assistance and support to SBC’s customers regarding DSL internet connectivity, email, and networking related problems Pioneer batch for an Accenture project – Branch Logic Tool a system that was later on Implemented for operations wide use Consistent Top Performer – maintaining key metrics, POSE, AHT, QA, Reliability, and client specific metrics as well

Assisted callers/ customers in answering questions or inquiries, providing quotes, and processing software and peripheral items found on the Dell Sales website; AHT Queen on first month of Employment