Shiela Villanueva
Union City,CA
Summary
Extensive experience in call center operations management, with a proven track record of achieving and exceeding performance targets. Proficient in managing large-scale teams, developing and mentoring staff, and fostering a positive work environment. Strong analytical and problem-solving skills, adept at identifying operational gaps, implementing process improvements, and enhancing efficiency. Exceptional knowledge of call center technologies, CRM systems, and telephony platforms. Excellent communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels. Demonstrated ability to develop and implement customer service strategies that enhance customer satisfaction and loyalty. Proactive and results-oriented mindset, with a focus on continuous improvement and delivering exceptional customer experiences. Possesses US work authorization and permanent resident documents.
Overview
17
17
years of professional experience
Work History
Operations Manager
Wells Fargo Business Processing Solutions
06.2015 - 01.2020
- Trained, coached, and led more than 50 call center associates to provide support for customers
- Supervised and led team meetings to facilitate understanding of associates' processes and practices, explained performance expectations, and shared best practices that increased company revenue and production
- Mentored other management team members in identifying trends and established center goals
- Ensured associates achieved desired service levels and taking corrective action, as needed
- Prepared reports and analyzed call center data to improve processes, ensured resources were properly allocated, and maximize efficiency and customer satisfaction
- Took on other tasks or projects to support employees, other managers, and call center operations.
Senior Process Trainer
Concentrix
10.2013 - 05.2015
- Delivered face to face instruction utilizing program's training modules
- Ensured successful execution of training needs
- Measured program training effectiveness by doing a comparative performance gauge on trainees' KPIs
- Sent reports to the Operations team on the progress/pending status of activities
- Reviewed training content at regular intervals to ensure all updates are incorporated
- Participated in internal and external calibrations
- Conducted refresher trainings based on KPIs
- Managed knowledge check for new hires and production staff.
Team Manager
Convergys
12.2009 - 07.2013
- Supervised a team of 10 to 15 customer service representatives, providing guidance, support, and performance feedback
- Monitored and evaluated team performance, identifying areas for improvement and implementing training programs
- Assisted in the development and implementation of customer service policies and procedures
- Handled escalated customer issues, ensuring prompt resolution and customer satisfaction
- Collaborated with other departments to resolve customer inquiries and complaints
- Prepared reports and analyzed data to identify trends and recommend process improvements
- Assessed and coached associates on their KPIs and AFIs
- Attended call calibrations and client conferences
- Partnered with Resource Unit (quality evaluators and communication coaches) for quality process adherence
- Kept a timely and updated program trackers (analysis sheets, scorecard plates, attendance/adherence trackers)
- Ensured accurate time keeping records for agents' payroll
- Communicated company and program based information and updates to the team
- Joined regular operation's meeting to discuss business updates and metrics.
Human Resource Generalist
Convergys
09.2008 - 11.2009
- Performed HR functions, including recruitment, benefits administration, and employee relations
- Conducted research on HR best practices and updated HR policies and procedures
- Assisted with the preparation of HR-related documentation, such as offer letters, employment contracts, and performance review forms
- Assisted with organizing and coordinating HR events, such as training sessions and employee recognition programs
- Assisted with data entry and maintenance of employee records in the HRIS system
- Provided administrative support to the HR team as needed.
Subject Matter Expert / Program Ready Trainer
Convergys
06.2008 - 11.2009
- Assisted new hire associates in transition class on their process queries with real time assistance
- Facilitated teach backs and continuing learning sessions
- Monitored calls and coached associates ensuring quality of their calls
- Performed as a team support in place of the team managers who are temporarily out of office
- Took supervisory calls and fulfilled manager's call backs.
Senior Customer Care Specialist
Convergys
03.2007 - 06.2008
- Performed daily task as a customer care specialist
- Assisted colleagues and trainees in their system and process issues
- Ensured quality of work by attending team meetings and enhancement trainings
- Joined the escalations team for handling escalated customers and addressed their issues.
Senior Customer Care Specialist
IBM Daksh Business Process Services
04.2006 - 03.2007
- Answered inbound calls in support of customer needs
- Conveyed in a reassuring manner step by step instructions to resolve application issues
- Reviewed account information and processes to provide information to customers' inquiries
- Performed queries in multiple databases (CRM, KMS, etc.)
- Provided troubleshooting steps to address connection and message errors
- Increased customers value by offering new services and features and closing the sales.
High School Teacher
International Montessori School
05.2004 - 03.2006
- Planned, and implemented curriculum for 13 high school classes of different subjects (English, Chemistry, Physics and Mathematics)
- Effectively organized time, space and resources to balance heavy school load and deadlines
- Managed a classroom of 25 students, effectively instructing and evaluating learning while maintaining discipline
- Planned extracurricular learning activities
- Headed the Theater Arts Group.
Primary and Middle School Teacher
Meridian Educational Institution
06.2003 - 04.2004
- Instructed elementary pupils in the areas of Math, Science, English, and study skills
- Monitored and assessed students' academic performance Participated in different curricular and extra-curricular activities
Education
Master of Arts - Applied Linguistics
Philippine Normal University
Manila, Philippines2005
Bachelor of Science - Secondary Education
Saint Michaels College of Laguna
Binan City, Philippines2003
Skills
- Contact Center Management
- Team Leadership and Development
- Process Improvement
- Customer Experience Enhancement
- Performance Metrics and KPIs
- Coaching and Mentoring
- Relationship Management
- Problem Solving
- Communication Skills
- CRM Systems and Telephony Platforms
- Training, Teaching, Coaching
- HR Administrative Functions
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Spanish
Elementary
Korean
Elementary
Timeline
Operations Manager
Wells Fargo Business Processing Solutions
06.2015 - 01.2020
Senior Process Trainer
Concentrix
10.2013 - 05.2015
Team Manager
Convergys
12.2009 - 07.2013
Human Resource Generalist
Convergys
09.2008 - 11.2009
Subject Matter Expert / Program Ready Trainer
Convergys
06.2008 - 11.2009
Senior Customer Care Specialist
Convergys
03.2007 - 06.2008
Senior Customer Care Specialist
IBM Daksh Business Process Services
04.2006 - 03.2007
High School Teacher
International Montessori School
05.2004 - 03.2006
Primary and Middle School Teacher
Meridian Educational Institution
06.2003 - 04.2004
Master of Arts - Applied Linguistics
Philippine Normal University
Bachelor of Science - Secondary Education
Saint Michaels College of Laguna
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