1. Fred Ruiz H. Castro
CertifiedLeanSix Sigma GreenBelt
#21 Hilarion Henares St.BF homes Paranaque
+639159304681
+639199993949
Fred.Castro@live.com
Call Center Manager
Responsiblefor planning,development and implementation of strategies for performance management. This
includes coordination between all stakeholders such asclients,recruitment, training,quality,and operations.
Areas of Expertise Include:
 Lean Six Sigma Methodology  KPI Analysis
 DMAIC  Process Innovation and Implementation
 ClientRelationship Management  Performance Management
 Employee Motivation  Time Management
 Leadership Development  Strategic Planning
Work Experience
May 2016 - Present
Teleperformance Inc.
Call Center Manager
 Overall in-chargeof the day-to-day operations of the center
 Responsiblefor the attainment of clientset goals,efficiency targets, and overall siteperformance
 Analyzes agents/supervisors/ACCMperformance and develops action plans to bridge gaps
 Implements and audits internal action plansto maintain/increaseperformance
November 2012 – May 2016
Teleperformance Inc.
Assistant Call Center Manager
 Oversees hiring,training,quality and operational process
 Maintains Business and ClientRelationship
 Improved supervisor effectiveness and efficiency through process development
 Led and developed three pioneer programs
o Chat (December 2013 – April 2015)
o Technical Support(May 2015 – Present)
 Improved program attendance from 85% to 92% average
 Improved payroll efficiency from5% average defect to 1%
 Manages program attrition < 5%
 Established performancemanagement process through synergy of all departments

2. October 2011 – November 2012
Teleperformance Inc.
Operations Supervisor
 Handled an operational team
 Acted as CSAT manager that improved employee engagement
 Mentored supervisors through series of coachingcalibration sessionswith the client
 Pioneered the ComplianceTeam who audits process execution and provided upper management with
detailed process opportunities and action plans
December 2010 – February 2011
Firstsource Solutions Ltd.
Operations Supervisor
 Pioneer wave for financial program
 Innovated new process to help performance management
June 2009 – August 2010
Teleperformance Inc.
Operations Supervisor
 Handled special groups such as newhire training(Nesting) and Pitstop (Bottom Performers)
 Transferred from mobility prepaid programto mobility collections becauseof the success of the special
groups
 Innovated and standardized coachingprocess and strategies
March 2009 – June 2009
Teleperformance Inc.
Customer Service Representative
 Handled a mobility prepaid account
 Technical troubleshootingand billingexplanation
December 2008 – March 2009
Allsectech
Customer Service Representative
 Professionally handled high incomingcall volumes for customer, client,and healthcareserviceinquiries
 Resolved customer issues and maintained performancemetrics
Trainings & Seminars
 Lean Six Sigma – Green Belt – 2014
 Leadership, Execution, Accountability & Performance – 2013
 Manager On BoardingTraining –2012
 ManagingTeam Performance – 2011
 Teleperformance Values – 2009-2010
 Teleperformance Operational Process & Standards –2009
Education & Credentials
University of Perpetual Help Dalta System
Bachelor of Science in Nursing - 2003 – 2007
Marymount
Secondary Education - 1999 – 2003
Manresa
Primary Education - 1993 – 1999