Ryan Mallari Villeza

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Team Manager

Majorel (formerly known as Arvato)

Jun 2018 - Current (8 years 2 months)

• Successfully managed a team of 15 to 20 members, providing effective leadership, guidance, and support to drive team performance and achieve organizational objectives. • Utilized coaching techniques to develop team members' skills, boost their performance, and foster a culture of continuous improvement. • Conducted comprehensive audits of various job functions, ensuring compliance with established standards, identifying areas for improvement, and implementing corrective actions. • Implemented performance improvement strategies, setting clear goals and targets to motivate team members and enhance overall productivity and efficiency. • Efficiently handled administrative tasks such as resource allocation, scheduling, and coordination, ensuri

Senior Trainer

EMAPTA

Jun 2017 - Mar 2018 (10 months)

• Developed and presented Operations Project Proposals and Initiatives, contributing to the enhancement and improvement of operational processes. • Conducted GAP Analysis to identify areas for improvement and develop strategies to bridge performance gaps. • Conducted Training Needs Analysis to assess the skill gaps within teams and determine training requirements. • Facilitated New Hire Training Classes for Customer Service, Technical Support, and Provisioning, ensuring that new employees are equipped with the necessary knowledge and skills to perform their roles effectively. • Conducted Refresher Training sessions to reinforce knowledge and skills among existing employees, ensuring continuous development and performance improvement. • Faci

Senior Trainer

EMAPTA

Jan 2017 - Mar 2017 (3 months)

• Pioneered the implementation and management of the largest American Telco Account, playing a crucial role in its successful integration within the organization. • Certified as an ISM (Integrated Service Module) Trainer, demonstrating expertise in delivering training on this specific module and its functionalities. • Supervised VTF (Virtual Training Facility) or Apprentice Trainers, providing guidance, support, and mentorship to ensure the effectiveness and quality of their training delivery. • Facilitated Pioneer Training Classes, leading the training sessions for newly introduced products, services, or processes, ensuring a smooth transition and effective adoption by employees. • Conducted Training Needs Analysis to identify skill gaps a

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Trainer/ Project Manager

AcquireBPO

Jun 2011 - Jan 2015 (3 years 8 months)

• Mentored apprentice trainers, providing guidance, support, and knowledge transfer to help them develop their training skills and become effective trainers themselves. • Mentored coaches for trainees, offering support and guidance to help them effectively mentor and guide trainees during their learning and development process. • Facilitated Training Sessions for Technical Support, Customer Service, Sales, and Products and Services, ensuring that employees have the necessary knowledge and skills to excel in their respective roles. • Managed Projects and Events of the Training and Quality Assurance Team, overseeing the planning, execution, and successful delivery of various training initiatives and quality assurance programs. • Monitored the

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Fault Specialist / Escalations / Assistance Team Leader

AcquireBPO

Sep 2009 - Jun 2011 (1 year 10 months)

• Assisted the team leader in managing the team, supporting them in coordinating activities, assigning tasks, and ensuring efficient workflow. • Managed reports and tracked the progress of the team, monitoring key performance indicators, analyzing data, and providing regular updates to the team leader and relevant stakeholders. • Provided feedback and conducted coaching sessions with team members, offering guidance, constructive criticism, and support to enhance their skills and performance. • Handled Fault Lodging, effectively managing the process of logging and documenting reported faults or issues. • Managed ADSL Faults, taking ownership of troubleshooting and resolving ADSL-related problems, ensuring timely resolution and customer satis

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Technical Support Representative II

AcquireBPO

Nov 2007 - Sep 2009 (1 year 11 months)

• Handled Common ADSL Connection Issues, diagnosing and resolving common connectivity problems related to ADSL internet services. • Addressed DialUP Issues, troubleshooting and resolving issues related to dial-up internet connections. • Resolved Mobile Wireless Broadband Connection Issues, assisting customers with troubleshooting and resolving connectivity problems related to mobile wireless broadband services. • Assisted customers with Homephone Issues, troubleshooting and resolving issues related to home phone services, including call quality, line noise, and connection problems. • Handled Security Alarm System Issues, providing support and troubleshooting assistance for security alarm system-related issues, ensuring the proper functionin

Customer Service Representative/ Mentor

Sutherland Global Services

Jan 2007 - Jul 2007 (7 months)

• Pioneered the 1st batch of customer service account, playing a crucial role in establishing and launching the customer service operations for a specific account or client. • Provided customer service to Satellite Internet customers, addressing their inquiries, concerns, and technical issues while delivering a high level of customer satisfaction. • Mentored agents during their training period, providing guidance, support, and knowledge transfer to help them develop their customer service skills and excel in their roles. • Took on supervisory responsibilities, handling escalated calls from customers that required a higher level of assistance or resolution, ensuring prompt and effective problem resolution.

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Universal Agent/ Team POC

ePLDTPhils.

Jul 2006 - Jan 2007 (7 months)

• Served as an Apprentice RTA (Real-Time Analyst), assisting in monitoring and managing Realtime operations to ensure optimal staffing and service levels. • Handled Customer Service Calls, providing assistance, addressing inquiries, and resolving customer issues to ensure a positive customer experience. • Managed Technical Support Calls, troubleshooting technical problems and providing solutions to customers to resolve their technical issues. • Handled Escalation Calls, managing and resolving escalated customer concerns or complaints, ensuring prompt resolution and customer satisfaction. • Managed Upsell Calls, promoting additional products or services to customers to increase sales and revenue. • Achieved top rank in Average Handling Time

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CSR / TL Apprentice

ICT

Sep 2004 - Oct 2005 (1 year 2 months)

• Handled calls from 25 infomercials from the United States' Direct TV, addressing customer inquiries, providing information, and assisting with orders or subscriptions. • Managed credit card applications, guiding customers through the application process, verifying information, and ensuring a smooth and secure transaction. • Mentored new agents in the Operations, providing guidance, support, and knowledge transfer to help them acclimate to their roles and excel in delivering excellent customer service. • Managed to become a team leader apprentice, taking on additional responsibilities in assisting the team leader in managing and supporting the team's performance and operations. • Assisted in training within Operations, contributing to the

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Sales Coach

Vision X

May 2004 - Sep 2004 (5 months)

• Provided sales coaching sessions for the team, offering guidance, feedback, and strategies to enhance their sales skills and improve performance. • Monitored the sales progress of the team, tracking key performance indicators, analyzing data, and providing insights to identify areas of improvement and drive sales success. • Handled sales calls for a Telco account, engaging with customers, promoting products or services, and closing sales to meet sales targets and achieve revenue goals. • Mentored new hires in the team, providing support, training, and guidance to help them quickly adapt to their roles and develop the necessary skills for successful sales performance.

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Office Staff

CITINET Insurance Agency

Oct 2001 - Apr 2004 (2 years 7 months)

• Managed insurance policies, overseeing the administration and maintenance of insurance policies, ensuring accuracy and compliance with policy terms and conditions. • Worked as a writer, creating written content such as articles, blog posts, or marketing materials to communicate information effectively and engage the target audience. • Conducted data encoding, accurately inputting data and information into databases or systems for record-keeping and analysis purposes. • Supervised insurance agents, providing guidance, support, and performance feedback to ensure they meet sales targets and deliver excellent customer service. • Managed daily reports, compiling and analyzing data, preparing reports, and presenting key findings or insights to

Ryan Mallari Villeza

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