Carizza Cristobal

Crisis & Recovery Management:

• Drove SLA recovery in BPO Partners from 75% to 90% within four months.
• Spearheaded BCP drills ensuring operational stability during disruptions.
• Implemented Business Continuity Plans during critical elections (Korea, Japan, Malaysia, Thailand, Indonesia Markets), maintaining 0% content leakage and >90% service levels.
• Established proactive harmful content monitoring with APAC partners, resulting in 0% leakage and swift high-risk content removal.
• Successfully navigated the Israel-Hamas conflict, mitigating risks and clearing a 5000-case backlog with a 30x improvement in moderation accuracy.

Innovation, Process & Performance Improvement:

• Consistently exceeded AHT and SLA targets by up to 10%.
• Implemented performance management processes during ramp-downs, maintaining 96-99% accuracy and 90% SLA despite staff reductions.
• Fostered a culture of innovation, resulting in 17 platform improvement ideas (5 launched, 12 under evaluation).
• Revamped change management, achieving 98-99% accuracy and 85-90% SLA.
• Successfully managed the transition to a new domain for multiple partners, ensuring 100% training completion and seamless performance.
• Consistently maintained 98-99% accuracy and improved AHT across multiple sites.

Business Compliance & Financial Delivery:

• Managed ramp-ups/ramp-downs with >80% SLA compliance.
• Achieved 100% accuracy and compliance in partner site work hours, resulting in 0% billing errors.
• Effectively managed staffing, consistently meeting SLA targets and maintaining operational efficiency.

Team Engagement and Culture Building:

• Cultivated a high-performance culture within the Escalations team, resulting in a 15% increase in employee satisfaction scores and a 0% quarterly employee attrition through regular performance reviews, effective communication, coaching, training, and personal development plans.
• Provided consistent and constructive feedback to team members, leading to a 10% improvement in individual KPIs within three months through implementing a new feedback system that included regular one-on-one meetings and performance improvement plans.
• Enhanced team performance through regular team briefings, monthly team-building activities, resulting in a stronger sense of team cohesion and an 8% increase in team collaboration measured through improved project completion times.

Performance Reporting and Process Improvement:

• Developed and delivered comprehensive performance reports (daily, weekly, monthly) that identified key trends and areas for improvement, resulting in a 5% decrease in escalations. Recommendations based on these reports led to process improvements saving an estimated 10 hours per week.
• Designed and implemented streamlined work procedures aligned with company standards, resulting in a 20% increase in team efficiency and a 12% decrease in processing time for escalations by identifying and eliminating bottlenecks in the existing workflow.

Collaboration and Customer Satisfaction:

• Coached and mentored team members to ensure consistent adherence to organizational guidelines and policies, resulting in a 5% decrease in compliance-related incidents through personalized coaching sessions and the development of training materials.
• Collaborated effectively with Customer Experience and Training teams to proactively address issues and prioritize tasks based on seasonal demands and customer needs, resulting in a 15% improvement in customer satisfaction during peak seasons.

Client Relationship & Service Excellence:

• Consistently achieved a 90% First Contact Resolution rate, demonstrating exceptional efficiency in resolving client inquiries.
• Successfully managed the Curo Teknika project, exceeding the target Service Level Agreement and Answer Rate by 10% vs target, resulting in a 7% decrease in 2D FCR and 7D FCR.
• Significantly enhanced client satisfaction, as evidenced by a 20% to 30% improvement in Customer Satisfaction Rate.

II. Team Leadership & Operational Efficiency:

• Implemented a comprehensive continuous improvement program, resulting in a 15% reduction in Average Handling Time, exceeding the industry average improvement rate.
• Effectively mentored team members, leading to a 10% reduction in Mean Time To Resolution for client incidents.
• Streamlined operational processes, achieving a 5% increase in employee productivity and a 15% reduction in operational costs.

III. Process Optimization & Customer Satisfaction:

• Implemented process improvements that reduced average processing time per request by 25%.
• Streamlined the New Hire onboarding process which resulted to higher proficiency by 30% for agents in 30, 60, 90-day bucket.
• Consistently achieved a 5% increase in overall customer satisfaction through effective and efficient issue resolution.