SHERYL ALCARAZ
Complaints Resolutions Office
Dubai
Summary
Dedicated management specialist with over 10+ years of experience managing the development and enforcement of policies and procedures in an organization with focus on developing and executing core initiatives, business operations, manage cross-functional teams, Sales, Customer Relationship Management, Project Management, Operational Business needs.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
COMPLAINTS RESOLUTIONS OFFICER
Dnata Travels (Emirates Group)
Dubai
04.2019 - Current
- Oversees the global complaints across all sites, accounts, project processes and analysis ensure SLA is met and report is shared to stakeholder (Etihad)
- Liaise with Inbound Operations Managers, Site Leads and Team Leaders in complaints resolution, FCR, DSAT, and VOCs
- Monitor budget site wise and aim for cost-savings on waiver management and maintain Return of Investments
- Provide regular insights reporting to Etihad on any policy related complaints, and issues with delayed responses from stakeholders resulting to delayed closure of complaints
- Oversee performance governance framework reporting and application of Risk Mitigation for all sites and across the country
- Schedules and leads weekly calibration sessions across all contact centre in UAE, BELGRADE, INDIA and PHILIPPINES
- Oversee, conducts training across the site (including new joiners) ensuring that process is cascaded and calibrated
- Manages Global Helpdesk Team and CSI (Cost Saving Team) ensuring business requirements are met reporting to client
- Assess business requirements and make evidence-based recommendations to support process improvements globally
- Creates Business Process Improvement and oversees Implementation and Governance across Contact Centres.
OPERATIONS MANAGER (Duty Travel Project - Etihad)
Dnata Travels
Dubai
12.2019 - 03.2020
- Duty Travel to Clark, Philippines as Operations Manager.
- Ensures appropriate actions are taken from the client site, and internal teams based on the analysis of top driving behavior root cause insights.
- Create and supported the RMP (Risk Mitigation Process) in CRK.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Coordinates with recruitment team on the hiring process.
PERFORMANCE TEAM LEADER
Etihad Airways
Abu Dhabi
09.2012 - 03.2019
- Lead and manage the Call Centre operations ensuring SLA’s are met
- Create and execute business plans in conjunction with the Call Centre Manager to drive sales and growth
- Identify target segments and create campaigns and incentives programme
- Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio
- Work in conjunction with Operational Excellence in terms of ‘Voice of the Customer’ (VOC) and process improvement initiatives
- Monitor and maintain the departmental key performance indicators as outlined by the Management avoiding SLA violations and Cost and Error reduction
- Monitor, evaluate and report on business trends to be able to plan and implement staffing schedules based on business demands and customer volumes
- To assist with the hiring, developing and evaluation of all staff, including handling corrective action when necessary
- Identify, develop and implement improved department procedures and practices on an ongoing basis in compliance with COPC (Customer Operations Performance Centre), Managed Contact Center Helpdesk Team
- Lead, Motivate & Monitor team ensuring compliance with set standards of customer service (e.g
- Quality of speech, call attendance, emails, handling queues, etc.) for inbound calls, and back office, across all market functions in order to ensure customer confidence, satisfaction and loyalty
- Acts a front line in the absence of the Performance Manager (acting PM) to maintain a smooth flow on the Production floor
- Day to day management of the team and office floor, managing and recording attendance and lateness of staff and ensuring the office is a safe environment to work in, at all time
- Provide on the job coaching and mentoring to team members to achieve revenue and customer service targets in support of overall departmental targets
- Liaise with other inter-departmental units and managers (e.g
- Operation support, Quality and Communications etc.) regarding issues/areas of common interest retaining to the assigned team
- Monitors analyze and assist agents and the call center for flight disruptions, flight delays, liaising with Guest Control, YM, and the relevant to resolve escalated cases
- Resolves tracks and analyze escalated cases within the required SLA from other EY Channels; Guest Affairs, Online Community, Social Media and Feedback and reports data and discrepancies to Performance Managers
- Advocates the importance of operational efficiency across the organization as a means of advancing business growth on key areas such as customer base, transactions and improve customer experience.
TEAM CAPTAIN
CONVERGYS PHILIPPINES SERVICES CORPORATION
Rosa Laguna
02.2011 - 09.2011
- Barclays UK Bank – Mercers / Cycle 03 Accounts)
- Monitors attendance and punctuality, including tracking over time hours
- Attends Management Meetings and Departments\ Strategy Planning
- Leads team huddles and cascades: Quality Monitoring Assurance and Client Escalations
- Assists new advisors in meeting targets and goals, responsible in ensuring that trainees are exceeding metrics
- In the absence of Supervisor, do assists new agents/collectors in dealing with cardholders during call, handles supervisory calls and updating records such as ad-hoc tasks and work with Supervisor to further monitor the progress and track performance of trainees
- Do call audits, monitoring as part of monthly scorecards
- Do coaching and side by side monitoring for agents who are on Performance Monitoring Plan
- Act as Front-Line Officer for Client Visits from UK, contacts clients from UK as well if problem incurs in terms of Call Dial
- Handles and facilitates training for Sales updates and promotions.
Collections Care Specialist
CONVERGYS PHILIPPINES SERVICES CORPORATION, UK Bank
Rosa Laguna
12.2008 - 02.2011
- Cycle 1&2)
- Dealing with cardholder’s accounts in United Kingdom with one to two months of delinquency by bringing accounts back in order by processing payments using a debit card, credit card and business accounts
- Do call backs and customer service assistance such as direct debits, data encoding and updates, billing statements and refunds
- Educating customers of Credit File, Data Protection Act, effects of non-payment and other details concerning Credit Card
- Do group huddles if necessary with the guidance of Team Leader such as cascading Quality Assurance Monitoring
- Tracks payment count daily and ensure that targets of the group is met, and shares best practices with colleagues.
Process Executive
HSBC ELECTRONIC DATA PROCESSING INC
11.2006 - 03.2008
- Customer Telephone Services)
- Handles customer inquiries in Europe with regards Bank Account, Credit Card, Savings Account, Business and Corporate Accounts, Balance Transfers, Cash Advances, Loans and Insurances
- Assists customers in stopping Lost and Stolen Cards
- Educates customers in promotions, insurance and projects of the bank
- Participates in Team Meetings and activities, promotes team spirit and cohesiveness, proactively shares best practices and supports the company’s diversity programs
- Provides extra ordinary service through phone interactions with customer, focusing on resolving their request with an efficient, accurate, professional and courteous manner to create customer loyalty
- Generates relationships that lead to sales through conversation with card members incorporating need analysis, building rapport, offering advice and overcoming objections.
Education
Bachelor of Science - Mass Communications Major in Broadcasting
Philippine Christian University
Manila, Philippines 06.2000 - 03.2003
High School Diploma -
Sta. Cecilia Catholic School
Philippines 06.1997 - 03.2000
Skills
Strategic planning
Staff Management
Policies and procedures
Financial Management
Business planning
Key Performance Indicators
Sales and marketing
Improvement initiatives
Business administration
Verbal and written communication
Schedule optimization
Budgeting
Project Management
Operations management
Negotiation
Search Engine Optimization
Business Development
Coaching and mentoring
Project planning and development
Functional & Business Requirements
Performance Evaluations
Attention to Detail
Written Communication
Excellent Communication
Self-Motivated
Decision-Making
Certification
Six Sigma Yellow Belt
Timeline
Six Sigma Yellow Belt
08-2023
OPERATIONS MANAGER (Duty Travel Project - Etihad)
Dnata Travels
12.2019 - 03.2020
COMPLAINTS RESOLUTIONS OFFICER
Dnata Travels (Emirates Group)
04.2019 - Current
PERFORMANCE TEAM LEADER
Etihad Airways
09.2012 - 03.2019
TEAM CAPTAIN
CONVERGYS PHILIPPINES SERVICES CORPORATION
02.2011 - 09.2011
Collections Care Specialist
CONVERGYS PHILIPPINES SERVICES CORPORATION, UK Bank
12.2008 - 02.2011
Process Executive
HSBC ELECTRONIC DATA PROCESSING INC
11.2006 - 03.2008
Bachelor of Science - Mass Communications Major in Broadcasting
Philippine Christian University
06.2000 - 03.2003
High School Diploma -
Sta. Cecilia Catholic School
06.1997 - 03.2000