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
undefinedCertification
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
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