RESUME

Niño Achazo
IT Business Solutions Manager at Teleperformance
nino.achazo@gmail.com, talktome@ninoachazo.com

Summary
An experienced and results oriented IT Operations and Call Center Operations manager with sound decision
making skills. Currently managing a team of highly motivated IT professionals ranging from experienced
network engineers, telephony engineers to application developers and SQL specialists. Providing value to
internal and external customers by assisting in problem definition/issue identification and formulating solutions
based on structured problem solving approach and past experience.
Specialties: IT Operations, IT Business needs analysis, KPI Management, Human Capital Development, Client
Relations, Reporting and Analytics, Adult learning methods, PHP, CSS, CMS, Joomla, WordPress, Drupal,
MySQL, MS Office, Windows Server, GPO, Apache

 

Experience
IT Business Solutions Manager at Teleperformance
February 2015 – Present (1 year 4 months)
• Client IT needs analysis
• Manages IT Operations
• Formulates IT solutions for internal and external customers
• Leads desktop, applications and telephony groups.
• Vendor management
• KPI management
• Handles technical escalations related to internal and external customer application needs (SQL, PHP, CMS
frameworks, application troubleshooting)
• Spearheads deployment of IT solutions for internal and external customers.
• Developed and maintains browser based intranet portals for different campaigns
• Built and maintains company intranet portal using the following technologies:
— Apache
— MySQL
— PHP
— Laravel Framework
— CMS (WordPress, Joomla, Drupal)

 

Operations Manager at Teleperformance
August 2013 – February 2015 (1 year 7 months)
• Ensures execution of tasks across one or more service delivery operations
• Drives optimization of delivery of standard solutions within area(s) of expertise
• Leads service delivery strategy and execution across all locations where the services are provided [Client
locations,]
• Develop relationships with loyal clients; ask for their feedback and provide feedback to the Operations units
for purpose of enhancing the quality of service
• Manages the team to deliver agreed scope of services while achieving profitability improvements and
productive gains
• Ensures the feasibility of the standard solutions and delivery of the same by leveraging Teleperformance’s
full capabilities work with delivery account management leaders and commercial directors to proactively
• Creates operational approach and implement continuous improvement
• Working closely with IT team in order to optimize resources
• Assisted in optimization of CISCO and NICE implementations within campaign.
• Reporting Champion for all CISCO and Avaya related reports
• Implementing Quality processes focusing on Customer Experience Management
• Ensure clients’ demands are satisfied
• Conduct reviews on account on regular basis to evaluate clients’ demands and usage of account; determine
types of services/products and prices/fees satisfying the clients’ needs as well as the organization’s objectives

 

Trainer at Teleperformance
February 2011 – August 2013 (2 years 7 months)
-Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement
training).
-Develops curriculum to support classroom training and alternative training
-Provides feedback on existing curriculum for training improvements.
-Develops non-classroom communication and training materials.
-Analyses course materials and learner information.
-Manages the learning environment.
-Responds to learners needs for clarification or feedback.
-Provides positive reinforcement and motivational incentives.
-Evaluates learner performance.
-Evaluates delivery of instruction.
-Prepares appropriate reports.
-Evaluates class and individual agent level performance.
-Demonstrates patience with all types of learners.
-Coaches employees one on one.
-Conducts pre and post training surveys where applicable.
-Works with Operations to address employee performance gaps.
-Participates in client interaction (includes effective curriculum feedback and client visits).
-Performs other related duties and assignments as required and assigned by the manager.

 

Technical Support Representative at Teleperformance
April 2009 – February 2011 (1 year 11 months)
Provides over the phone technical support for Toshiba Laptop customers.
CSR at kgb
March 2008 – January 2009 (11 months)
Provides customer support for the 411 directory assistance in the New York Tri-State area

 

Projects
Inranet Information Portal
February 2010 to Present
Members:Niño Achazo
Browser based intranet information portal.
PHP based system that serves as portal for pertinent client updates and knowledgebase articles.
Development started February of 2009 until March of the same year.
Responsible for the development and updates/maintenance.

Resource Portal
December 2011 to Present
Members:Niño Achazo
Browser based resource portal.
Customized version of a previously built portal for another LOB.
PHP based system that serves as portal for pertinent client updates and knowledgebase articles.
Responsible for the development and updates/maintenance.

Skills & Expertise

Active Directory

Domain Administration (Windows Server)
PHP
HTML
CSS
MS Office Suite
Adult Education
Technical Training
Technical Documentation
CMS
Page4
Wordpress Design
Wordpress
MySQL
Dreamweaver
Filezilla
Classroom Management
Classroom Training
RNOW
Siebel
Adobe Creative Suite
Troubleshooting
Windows
Web Development
Operating Systems
Web Design
Call Center
Photoshop
Quality Assurance
SQL
XML
Linux
System Administration
Databases
Programming
Microsoft Office
XP
Customer Relations
Web 2.0
AJAX
PowerPoint
Customer Service
Documentation
Social Media
E-commerce
Computer Hardware
Word
Excel
Outlook
Windows 7
Team Leadership
Graphic Design
Team Management

 

Education
Samar State University

BSIT, Information Technology, 2004 – 2008
Activities and Societies: CS Society
AMA University
BSCS, Computer SCience, 1998 – 2000

 

Interests
books, internet, telecommunications, cooking, badminton and tennis, Adult education, adult learning,
Languages
English (Native or bilingual proficiency)
Filipino (Native or bilingual proficiency)
Indonesian (Limited working proficiency)