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@ejdamaso
Flag of Philippines Mandaluyong, Philippines
Member since September, 2013
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Kirk Damaso 

A self-motivated individual who possesses a considerable amount of knowledge and experience in the BPO and virtual assistant industry. Skilled at driving agent performance through effective coaching and proper motivation. A quick learner who can absorb new ideas and is experienced in coordinating, planning and organizing a wide range of administrative activities. Well organized and a dynamic team player with a proven ability to work proactively in a complex and fast-paced environment. I am looking forward to establish myself with a client or organization that would help me pick up the most advanced skills which would aid growth career-wise and as an individual with opportunity for advancement.
$4 USD/hr
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Experience

Virtual Account Manager

Jul 2011 - Aug 2013 (2 years)

- Supervise, mentor, and manage incoming and outgoing trainees of 15-30 FTE on a weekly basis. - Participates in the recruitment processes. Presents job offers to successful applicants. - Submits weekly operations reports, quality, and key performance indicators to business clients. - Implements processes, code of conduct, and occasionally conduct up-training for the support team. - Conducts accounting reconciliations from invoices and facilitates training and calibration sessions, etc.

Team Manager

Dec 2010 - Jul 2011 (7 months)

- Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team. - Ensures that Key Performance Indicators (KPI) are met through the management of operational activity of the team. - Implements systems and processes to achieve client-specified metrics while providing development opportunities to support professionals.

Team Manager

Oct 2008 - Dec 2010 (2 years)

- Dedicated in monitoring performance QA Reps and Escalations agents. - Cascades quality reports, guidelines, change management, stack ranking, and training modules pertinent to operations. - Implements processes, code of conduct, and occasionally conduct up-training for the dedicated team to ensure SLAs and KPIs are met. - Spearheads occasional all-hands meeting for operations, facilitates calibration sessions, etc.

Team Leader

Oct 2008 - Dec 2010 (2 years)

- Dedicated in monitoring performance QA Reps and Escalations agents. - Cascades quality reports, guidelines, change management, stack ranking, and training modules pertinent to operations. - Implements processes, code of conduct, and occasionally conduct up-training for the dedicated team to ensure SLAs and KPIs are met. - Spearheads occasional all-hands meeting for operations, facilitates calibration sessions, etc.

Team Manager

Jul 2007 - Aug 2008 (1 year)

- Manages operations under a start-up Telecommunications program for Australia & New Zealand market. - Gained exposure in supervising other LOB which includes but not limited to Inbound customer service with upselling, Technical Support for Broadband and Dial-Up connections, and Back-office (e-mail / chat support, and Data Entry). - Monitor improvements between SLA and KPI. - Performs administrative tasks and comply with daily reports and/or performance trackers. - Second level of escalation fo

Team Manager

Jul 2007 - Aug 2008 (1 year)

- Manages operations under a start-up Telecommunications program for Australia & New Zealand market. - Gained exposure in supervising other LOB which includes but not limited to Inbound customer service with upselling, Technical Support for Broadband and Dial-Up connections, and Back-office (e-mail / chat support, and Data Entry). - Monitor improvements between SLA and KPI. - Performs administrative tasks and comply with daily reports and/or performance trackers. - Second level of escalation for

Assistant Manager

Feb 2005 - Apr 2007 (2 years)

- Exposed in different LOBs specifically in Inbound (with upselling), Outbound collections (Early risk), and e-mail support. - Build, coach, and direct a team of employees into a highly responsive team that meets the required performance standards. - Review and communicate daily performance, quality, and attendance reports at the individual and team level. - Monitor performance of CCS on a daily basis, evaluate and document their performance, and assist them in performing at peak levels. - Keep

Assistant Manager

Feb 2005 - Apr 2007 (2 years)

- Exposed in different LOBs specifically in Inbound (with upselling), Outbound collections (Early risk), and e-mail support. - Build, coach, and direct a team of employees into a highly responsive team that meets the required performance standards. - Review and communicate daily performance, quality, and attendance reports at the individual and team level. - Monitor performance of CCS on a daily basis, evaluate and document their performance, and assist them in performing at peak levels. - Keep

Team Manager & CSR

Sep 2003 - Nov 2004 (1 year)

- Supports an inbound customer service for a start-up Telecommunications program (Landline). - Supervises 15 - 20 FTEs and effectively manage the integration of the account's directives, policies, and procedures. - Conducts remote and desk-side call monitoring with each agent according to Statement of Work (SOW). - Ensures agents' adherence to processes and quality-operations standards and regularly conducts coaching sessions.

Team Manager

Sep 2003 - Nov 2004 (1 year)

- Supports an inbound customer service for a start-up Telecommunications program (Landline). - Supervises 15 - 20 FTEs and effectively manage the integration of the account's directives, policies, and procedures. - Conducts remote and desk-side call monitoring with each agent according to Statement of Work (SOW). - Ensures agents' adherence to processes and quality-operations standards and regularly conducts coaching sessions.

Education

Bachelor of Science in Management in Financial Institution

1999 - 2003 (4 years)

Bachelor of Science in Electronics and Communications Engineering

2003 - 2008 (5 years)

Certifications

Six Sigma Certification (Green Belt) (2006)

IBM Global Business Services Philippines Inc.

Six Sigma aims to improve the quality or business results by identifying and removing the causes of defects (errors) and minimizing variability in the business processes. It uses a set of quality management and statistical methods known as DMAIC, and creates a special infrastructure of people within the organization ("Champions", "Black Belts", "Green Belts", "Yellow Belts", etc.) who are experts in the methods. Before one can get certified, the candidate would need to undergo an intensive classroom-type seminar. By the end of the seminar, the candidate would need to submit their project proposal than can be executed in 30-90 days timeframe. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified value targets, for example: reduce process cycle time, reduce pollution, reduce costs, increase customer satisfaction, and increase profits.

Exams

  • Employer Orientation
    90%
  • Freelancer Orientation
    75%
  • US English Level 1
    95%

My Top Skills

  • Website Design 0
  • Internet Marketing 0
  • Data Processing 0
  • Data Entry 0
  • Excel 0
  • Photoshop 0
  • Blog 0
  • Virtual Assistant 0
  • Leads 0
  • Web Search 0
  • Recruitment 0
  • Technical Support 0
  • Article Rewriting 0
  • BPO 0
  • HTML 0
  • Blog Design 0
  • Real Estate 0
  • Property Management 0

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