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Bachelor of Science in Business Administration
Fisher Valley College
More Info About Me
Hello, My name is Laleane, but I go by "Yhem." I've been in the BPO industry for 7 years, and throughout that time, I learned and developed a lot of skills and competencies. I began as an agent, where my daily tasks included contacting leads that the system had presented and assisting clients with their applications. I was transferred to the other department in less than 4 months, where I quickly rose to the position of top agent for the year and received recognition at our year-end celebration, which was held in a prestigious place. My life changed at that very moment. After that award, I soon became the POC of that department. I'm taking a supervisory call whenever it's needed. I'm doing administrative tasks, such as generating reports, validating reports, doing data analysis, assisting agents, onboarding agents, and doing coaching and mentoring. In addition, I am attending meetings with higher-level management to discuss the team's progress and my proposals for improving the system for the efficiency and effectiveness of the agents' tasks. After that journey, I was promoted to Operations Supervisor, where I continued doing what I had been doing as a POC. And the journey has just begun, because after that, I became the department's productivity enhancement SME. And while enjoying that journey, another door opened, where I was given the opportunity to apply for the Organizational Development Site Lead position, and by the grace of God, I got the position, and the rest is history.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Certificates
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My Experience and Education
June 2021
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Present
ARB Call Facilities, Inc.
(Organizational Development Site Lead)
◉ Propose interventions for organizational effectiveness.
◉ Develop team-building exercises and workshops.
◉ Mediate any concerns between an associate and the management.
◉ Propose and manage organizational development programs such team building, competency mapping, culture cascade, and assimilation in accordance with organizational needs.
◉ Conducts needs analysis of individual, team, and leader development requests from executives and department managers and partners with the HR team to determine the solutions needed to improve, cultivate, and support employee performance and reinforce our culture narrative.
Jan 2021
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May 2021
ARB Call Facilities, Inc.
(Productivity Enhancement - Corrections SME)
◉ Identifying operational challenges and making recommendations for potential improvement.
◉ Evaluate agents challenges methodically, then identifies solutions and potential adverse effects.
◉ Works hand in hand with Operations Leaders and Team Leads to promote a culture of organizational effectiveness and improve agent productivity.
◉ Responsible for collating, analyzing, evaluating, and validating the department's output.
Aug 2020
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Dec 2020
ARB Call Facilities, Inc.
(Corrections Department Supervisor - Management Trainee)
◉ Responsible for Coaching and Mentoring of agents and leaders.
◉ Ensure that employees are aware of and adhere to the organization's goals, expectations, and rules.
◉ Drafting up reports and doing data analysis to aid management in setting the team's and organization's objectives.
◉ Evaluates the efficiency and effectivity of customer service representatives' calls and informs representatives of their strengths and areas for development.
◉ Creating strategies for procedure optimization and agent motivation.
◉ Onboarding new employees.
◉ Enhance current procedures consistently to improve productivity and customer satisfaction.
May 2017
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July 2020
ARB Call Facilities, Inc.
(Corrections Department POC)
◉ Assist in the formulation of targets for individuals and teams
◉ Anticipate escalation and take over calls when needed.
◉ Call listening and providing agents with significant feedback on how they can improve.
Dec 2016
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Apr 2017
ARB Call Facilities, Inc.
(Application Data Agent)
◉ Provide seamless customer service to clients inquiring about their loan application and status.
◉ Answer queries pertaining to loan documents needed.
◉ Provide an estimated amount they can get based on their monthly income.
April 2015
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Oct 2016
Valor Global
(Customer Support)
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.