KAISER KIENER GARDUCE
Vallejo,CA
Summary
With 13 years of dynamic leadership experience and 17 years in the BPO industry, I have consistently delivered pioneering and record-breaking performance in account operations, excelling in performance management, project management, human resources management, and competency development. My expertise extends to real-time account management, possessing a deep understanding of key performance indicators within the industry. I have a proven track record of mentoring subordinates, guiding them to successfully lead their own teams and accounts. My career is marked by the establishment of strong working relationships with various internal support groups and clients, facilitating smooth updates and account-wide projects. Exceptionally well-organized, my history shows a commitment to self-motivation, independence, and proactive initiative, driving both personal and corporate success. As an energetic innovator, my leadership encompasses outstanding skills in team and competency development, conflict management, and counseling, making me a valuable asset in achieving and surpassing organizational goals.
Overview
21
21
years of professional experience
Work History
SENIOR OPERATIONS MANAGER
Realpage Philippines
08.2021 - 08.2024
- Drives call center and back office operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Identifies and evaluates cutting-edge technologies to define user requirements and establish technical specs and customer-service standards.
- Develops and implements advanced call center systems including customer interaction and voice response systems.
- Maintains and enhances call center operations by monitoring system performance, resolving issues, and managing system upgrades.
- Achieves call center HR objectives by recruiting, training, and disciplining employees, and managing scheduling systems.
- Meets financial objectives by budgeting, scheduling expenditures, analyzing variances, and initiating corrective actions.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends.
- Expert in process and FCRA regulations.
- Collaborates strategically on business partnerships for project implementation, litigation cases, compliance remediation, and system enhancements.
- Oversees daily operations, ensuring compliance with FCRA regulations and service levels.
- Trains and develops Team Leads and team members in business knowledge and career growth.
- Monitors work accuracy, ensuring consumer interactions exceed expectations.
- Successfully de-escalates consumer calls with clear, empathetic communication.
- Performs weekly audits to ensure FCRA compliance, quality standards, and identifies training opportunities.
- Establishes and manages comprehensive training programs and documentation.
OPERATIONS MANAGER
Realpage Philippines Inc
02.2016 - 08.2021
- Drives call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Identifies and evaluates cutting-edge technologies to define user requirements and establish technical specs and customer-service standards.
- Develops and implements advanced call center systems including customer interaction and voice response systems.
- Maintains and enhances call center operations by monitoring system performance, resolving issues, and managing system upgrades.
- Achieves call center HR objectives by recruiting, training, and disciplining employees, and managing scheduling systems.
- Meets financial objectives by budgeting, scheduling expenditures, analyzing variances, and initiating corrective actions.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends.
- Expert in process and FCRA regulations.
- Collaborates strategically on business partnerships for project implementation, litigation cases, compliance remediation, and system enhancements.
- Oversees daily operations, ensuring compliance with FCRA regulations and service levels.
- Trains and develops Team Leads and team members in business knowledge and career growth.
- Monitors work accuracy, ensuring consumer interactions exceed expectations.
- Successfully de-escalates consumer calls with clear, empathetic communication.
- Performs weekly audits to ensure FCRA compliance, quality standards, and identifies training opportunities.
- Establishes and manages comprehensive training programs and documentation.
SENIOR SUPERVISOR
Realpage Philippines Inc
11.2012 - 02.2016
- Expert knowledge of process and FCRA regulations.
- Strategically collaborate on business partnerships for project implementation, litigation, compliance remediation, and system enhancements.
- Oversee daily operational tasks, ensuring FCRA compliance and service levels are met.
- Train and develop Team Lead I and II roles, focusing on business knowledge and personal career growth.
- Monitor accuracy of work, calls, and consumer interactions to exceed expectations.
- Successfully deescalate irate consumer calls with empathy and clear communication.
- Coach team members on deescalation techniques and effective communication.
- Perform weekly audits to confirm FCRA compliance, quality standards, and identify training opportunities.
- Establish and manage training programs and schedules for comprehensive cross-training.
- Maintain training documentation and proficiency metrics to uphold departmental standards.
- Identify and implement process improvements ensuring FCRA compliance and seamless consumer service.
SUPERVISOR
Realpage Philippines Inc
02.2012 - 02.2016
- Demonstrated performance in strategic business partnerships, resolving consumer/client issues.
- Resolved client issues via strategic partnerships.
- Collaborated on project implementation and compliance.
- Ensured daily operations met FCRA regulations and service levels.
- Trained and developed team members for business and career growth.
- Monitored work accuracy to exceed consumer expectations.
- Deescalated irate consumer calls and coached team on techniques.
- Performed weekly audits for compliance and quality standards.
- Establishes training programs and managed training documentation.
- Identified and mentored team members with high potential.
PRODUCT SUPPORT AGENT
Realpage Philippines Inc
10.2011 - 02.2012
- Enhance customer satisfaction via phone, chat, and email interactions.
- Deliver personalized experiences using industry and product insights.
- Build trust and establish relationships with every customer interaction.
- Troubleshoot and resolve issues, providing real-time solutions.
- Provide training through how-to sessions and walkthroughs.
- Document interactions and solutions in the ticket management system.
SUBJECT MATTER EXPERT
Siemens
01.2010 - 10.2011
- Conducted thorough QA Monitoring to ensure high standards.
- Managed 2nd level notes ticket queue with precision.
- Oversaw team attendance, ensuring accountability.
- Compiled comprehensive Team Reports (KPI) for performance analysis.
- Delivered impactful coaching and training to enhance team skills.
LOTUS NOTES ADMINISTRATOR
Siemens
03.2009 - 10.2011
- Provided VPN support, ensuring secure and reliable remote connections.
- Delivered Active Directory support, maintaining efficient user and resource management.
- Offered advanced support for Lotus Notes, optimizing email and collaboration solutions.
OUTBOUND COLLECTOR
Sitel Philippines
08.2008 - 03.2009
- Expertly resolved overdue bills and collected payments from customers with past due accounts through outbound calls and emails.
- Recovered overdue payments through effective communication.
- Achieved collection targets via persistent follow-ups.
CUSTOMER SERVICE PROFESSIONAL
Sitel Philippines
05.2007 - 08.2008
- Delivered exceptional inbound customer service for Pitney Bowes Postage by Phone.
- Efficiently resolved customer billing concerns via calls and emails.
- Achieved high customer satisfaction via efficient billing issue resolution.
NETWORK ADMINISTRATOR
San Pablo Colleges
07.2003 - 05.2007
- Deploy and manage all school computers effectively.
- Ensure seamless data flow within school network.
- Manage Web, Gateway, and Storage Servers efficiently.
COLLEGE INSTRUCTOR
San Pablo Colleges
07.2003 - 05.2007
- Expertly instructed subjects including Web Development (PHP MySQL, ASP Access), Object-Oriented Programming (Visual Basic, Turbo Pascal, Java, Visual Foxpro), and Office Applications (MS Word, Excel, PowerPoint, Access, OpenOffice).
- Taught advanced Web Development using PHP, MySQL, ASP, Access.
- Instructed Object-Oriented Programming languages: Java, VB, Turbo Pascal.
Education
BACHELOR OF SCIENCE -
San Pablo Colleges
01.2003
Skills
- Customer Satisfaction
- Business Strategy
- Daily Operations Management
- Avaya IP Telephony
- Multitasking
- Business Planning
- Interpersonal Skills
- Remote Team Management
- SaaS
- Ticketing Systems
- Analytics
- Genesys Cloud
- Problem Solving
- Coaching
Certification
Six Sigma Green Belt Certified
Target Selection Interview Certified
Timeline
SENIOR OPERATIONS MANAGER
Realpage Philippines
08.2021 - 08.2024
OPERATIONS MANAGER
Realpage Philippines Inc
02.2016 - 08.2021
SENIOR SUPERVISOR
Realpage Philippines Inc
11.2012 - 02.2016
SUPERVISOR
Realpage Philippines Inc
02.2012 - 02.2016
PRODUCT SUPPORT AGENT
Realpage Philippines Inc
10.2011 - 02.2012
SUBJECT MATTER EXPERT
Siemens
01.2010 - 10.2011
LOTUS NOTES ADMINISTRATOR
Siemens
03.2009 - 10.2011
OUTBOUND COLLECTOR
Sitel Philippines
08.2008 - 03.2009
CUSTOMER SERVICE PROFESSIONAL
Sitel Philippines
05.2007 - 08.2008
NETWORK ADMINISTRATOR
San Pablo Colleges
07.2003 - 05.2007
COLLEGE INSTRUCTOR
San Pablo Colleges
07.2003 - 05.2007
BACHELOR OF SCIENCE -
San Pablo Colleges
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