• Pamela V
  • Call Center Staff
  • Last/current workplace: ANZ Global Services and Operations Inc.
  • 43 years old from Annesbrook, NE

Introduction

Delivery Support and Customer service professional who has vast experience in delivering pre and post sales technical and commercial support in a contact centre environment. With over 12+ years significant exposure in global operations covering across North America, Australia, New Zealand, Philippines, Asia Pacific and India. Possesses a forward-thinking approaching to the management of stakeholders, clients and assignments. Has a long track record of delivering complex projects with a global reach, and is able to manage the project delivery team through the entire life-cycle. Because I conducted myself with the utmost integrity and honesty in everything I do, I have developed my network and have earned the trust and confidence of a wide variety of senior stakeholders, managers, staff and clients across the organization. I am considered adaptable, innovative, flexible and relentless in my pursuit of outcomes. I have strong background in change management and delivering continuous improvement initiatives using Lean Six Sigma principles and methodologies. Comfortable working with people of all levels and having an excellent commercial approach to solving problems and driving change to improve process efficiencies. Well developed interpersonal skills with the ability to communicate effectively with key stakeholders, all levels of employees and management.

Employment History

  • ANZ Global Services and Operations Inc.

    • May 2013 - Jan 2016
    • Responsible for providing support to the service consultants of ANZ People Assist team in their day-to-day operation ensuring the seamless, timely and effective execution of the agreed Channels strategy and plan. • Delivering sustainable operational cost reduction through effective resource management, business process improvements and planning, service productivity and quality improvements. • Identifying and implementing revenue and cost initiatives to delivery on plan financials. • Accountable for staff recruitment, performance and behavior management, recognition and remuneration reviews. • Managing and developing direct reports and embedding a customer service and process excellence culture through mentoring, coaching, up-skilling and learning opportunities. • Actively contributes to the team environment by establishing collaborative relationships and contributing to the learning environment of the wider team. • Constantly monitors and ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met including Customer Satisfaction results from the Voice of Business (VoB) survey.
  • Schneider-Electric Logistics Asia

    • Mar 2012 - Mar 2013
    • Building a best-in-class Customer Care Center in the Philippines by implementing the ONE Customer Care Excellence (CCE) process and managing the interface with countries. • Designs and implements the Service Level Agreement for client base and ensures targets are met by the Service Center. • Responding to all customer complaints or queries in an efficient manner. • Visiting key clients to build relationships and identify their key needs. • Developing and installing quality control programs, policies and procedures.
  • Emerson Electric Asia Ltd. ROHQ

    • Oct 2007 - Jul 2011
    • Providing leadership and direction to the Customer Solutions Center (CSC) operating groups in Manila and contributing towards division's success by meeting and/or exceeding business objectives and Service Level Agreements (SLAs), improving the performance, and ensuring employee and customer satisfaction. • Identifying process improvement opportunities and implementing strategies to maximize engagement, promoting morale and productivity. • Acting as a single point of contact in Manila for the stakeholders and customers in North America during business and operations review, organizational reviews, and policy review meetings. • Analyzing and reporting on the performance of the work group, and implementing corrective action/s to ensure performance standards and business objectives are met.

Skills

  • Computer Literacy
  • Communication Skills
  • Customer Service

Education History

  • de La Salle University

    • Ended Apr 1997
    Bachelor of Science degree in Chemistry

Personality Type

The Guardians

Extroverted
Introverted
Sensing
iNtuitive
Thinker
Feeler
Judger
Perceiver