Rob Bramwell

  • Region VII - Central Visayas, Philippines, PH
Rob Bramwell

International BPO and Call Center Executive | Global Top Performance Professional

Portfolio

Skills

Skills

E Learning

50 plus courses completed with Convergys PDC and TeleTech University– Six Sigma certified green belt, Call Center Management, Decision Making, Financial Management, Managerial Leadership and MS Office.

Areas of Effectiveness

  • Strategic Planning
  • Process and Procedure Development and Improvement
  • Performance Management
  • Quality Analytics Improvement
  • MIS/WFM Reporting Analytics

 

  • Business and Systems Implementation
  • Staff Training and Development
  • Customer Needs Assessment
  • Negotiation and Problem Resolution
  • Written and Oral Communication

Work History

Work History
Apr 2015 - Present

Sales Director

Author Solutions, LLC

Cebu City, Philippines

• Responsible for the development and performance of all sales activities in assigned imprints -Domestic PC, MC and BC along with Partners
• Staffs and directs the sales division and provides leadership towards the achievement of maximum profitability and growth in line with company vision and values
• Establishes plans and strategies to expand the customer base in all sales area and contributes to the development of training and educational programs for the subordinates.
• Analyze Team and product performance, and determine factors causing success and/or areas of opportunity
• Analyze, develop sales plan & strategy, recommend staffing for the department to maintain an ideal headcount to ensure attainment of company sales goals/targets.

Jul 2013 - Feb 2015

Associate Vice President

Teleperformance Philippines Inc

Cebu City, Philippines

  • Managing relationships with US based global travel client(Expedia) Maintaining revenue and profitability with a 110% increase per annum
  • Site Lead for coordinating all functional support areas-site responsibility of 5000 heads
  • Negotiate and manage Client commitments, contracts and expectations-14 year relationship ongoing
  • Facilitating executive monthly performance and quarterly business reviews.
Oct 2010 - Jun 2013

Program Manager

Aditya Birla Minacs

Eastwood 1800, Philippines

  • Managing relationships with US based healthcare client(HMO), Telecommunications and Canadian financial
  • Profitability of existing programs(EBITA): including revenue, margins, billing performance, seat utilization and program turnover-second site added due to client expansion within 1 year
  • Launch of new healthcare program from infancy-Wave 1 and 2(300 agents)
  • Facilitating executive monthly performance and quarterly business reviews.
Jan 2010 - Oct 2010

Site Leader

Aditya Birla Minacs

Chatham, Ontario, Canada

  • Managing relationships with US automotive client located in Auburn Hills Partnering with Business Development to leverage and pursue new business-LOB growth from 6 to 15 lines within 6 months
  • Negotiate and manage Client commitments, contracts and expectations(SOW)-from darkened site to stabilization
  • Facilitating executive monthly performance and quarterly business reviews.
Jan 2008 - Jan 2010

Site Leader

Aditya Birla Minacs

Port Hawkesbury, Nova Scotia, Canada

  • Managing relationships with US and Canadian based clients(financial account)
  • Owner of Client satisfaction on all existing and new implementation-headcount grew 400% within 2 years
  • Partnering with Business Development to leverage and pursue new business from the existing and/or new client-retention and addition of new queues.
Feb 2007 - Sep 2007

Senior Operations Manager

Convergys One Building

Makati City, Philippines

  • Managing relationships with US based client(emergency service automotive) Responsible for Balanced Scorecard(CVA, PVA, SVA and EVA/EBIT) associated with programs
  • Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover
  • Owner of Client satisfaction on all new implementation-Green scorecard throughout tenure.
Jul 2004 - Jan 2007

Operations Manager

TeleTech Holdings Inc

Halifax, Nova Scotia, Canada

  • Managing relationships with US based telecommunications client(Sprint/Nextel)
  • Ensure that aims, goals and objectives are accomplished in accordance with outlined priorities and time limitations-surpassing KPIs, sales quotas, call quality and customer satisfaction levels
  • Achieve budgetary measurements-review and implement current estimates, partner with executive team on daily revenue reports and promote site management incentive program(SMIP)
  • Maintain understanding of client specific training-created the necessity for client billable hours to include agent training, team meetings and supervisor individual coaching sessions
  • Determine appropriate staffing levels and implement strategies to ensure the efficient operation of the departments-extended hours of operation, provided shuttle service and shift differential.

Education

Education
1996

Business administration in tourism hospitality and culinary arts

I.W. Akerley Campus 

NSIT Dartmouth, Nova Scotia 

1995

Modular Cooking

Nova Scotia Community College

NSCC Halifax, Nova Scotia

Baking and Pastry 

1990

High School Dipolma

Dartmouth High School

Dartmouth, Nova Scotia

References

References

Paul Butalid 

Vice President Teleperformance  0917 835 3005

Nagendra Bisht  

Associate Vice President Teleperformance 0918 979 7649

Frank McNeely

 Sales Director Author Solutions  0927 978 1444