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Ernie comes to CTI, from Texas, with many years in the customer service area. Developing and operation his own business at an early age taught him the lessons of providing the customer with the best customer service as possible. Working for companies such as AT&T, USAA, Vartec Telecom and others and he has developed the skills to not only understand the customer satisfaction process, but to possess the tools necessary to increase the customer satisfaction.

Spending the past 20 years in the Call Center business he understands the overall processes to manage entire groups of people to perform to perfection.

Ernie has worked with in house call centers as well as outsource companies so he also has an in-depth knowledge of the needs of both sides of the fence.

Pinky has 27 years of professional work experience in Human Resource and Administration as Manager and Consultant in the automotive, agri-business, construction, restaurant/food chain, real estate, manpower/recruitment, marketing, manufacturing and BPO industries. She acquired majors in Management and Psychology from the College of the Holy Spirit, Manila; a Degree in Industrial Relations and MA in Labor and Industrial Relations major in Human Resource from University of the Philippines, Diliman; and a graduate of Dale Carnegie's Leadership and Management Courses.

With training, experience and expertise in the fields of recruitment, training, employee relations, labor management, organizational development, she values honesty, hard work, excellence, integrity and respect for individual.

Angelo Villaroman is a Cisco Certified Networking Associate (CCNA) whose had extensive working experience in various BPO companies focusing on deploying and administering open source and proprietary operating systems. He's trained to work with different types of routers and switches from Cisco and Linksys.

He is also a Dell Certified Trainer, Microsoft Certified Trainer (MCT), and Microsoft Certified Systems Engineer (MCSE) having excellent technical expertise on Windows Server 2003 and Active Directory.

As the Program Manager for Outbound Campaigns of CTI, Lui is responsible for coordinating and overseeing all outbound projects of the center.

She started her career in 1997 and has nearly 10 years of rich work experience in her field. Prior to joining the company as an Operations Supervisor in 2002, her career includes customer service and project management in companies like Infocom, Nextel Philippines and Reesebrothers.

She took up Bachelor of Science in University of the Philippines, Diliman.

She is currently the Country Manager of Collective Solutions.

Meggs Palaganas knows customer service management in and out from her 6 years experience in major call centers such as New Century Telecoms Inc. and Nextel Communications Phil., Inc. Her integrated customer - agent management skills help the company to provide respective clients with satisfactory services and solutions. She can mobilize numeric calls analysis into executable results gearing all account members towards high-level objectives and goals that defines the metrics of both the company and the clients.

Teamwork is the core - value of her work philosophy.

She obtained her Bachelor of Science in Computer Science from AMA University.

Kent Yee has an extensive data and operation management experiences. His technical skills and his knowledgeon information systems and modern management approach, helps the company to develop and manage strategic and optimal operation paradigms for all data processing accounts. This includes project initiation, project work - flow implementation, administration, timely evaluation and assessment and professional client interaction.

He had handled several local and international research projects with ExplorAsia Inc. and Philippine Society of Youth Science Clubs, Inc., employing different pure and applied research approa-ches and various project management methodologies, specifically humansourcing on business intelligence (CI). With this background and his mathematical and analytical expertise, he can mobilize business resources efficiently to achieve optimal solutions for all clients. Despite the strict technical processes, he values workforce diversity and team member involvement in all project activities.

As a starter in the management team, Destiny made the maximum effort to achieve her very best and was able to lay firm foundations for her career. She has been with CTI for more than five years and has transitioned from being a CSR to Team Leader to Supervisor and currently a Program Manager. Her position gives her a lot of freedom to demonstrate her ideas and own personal added value in handling problems proactively.

Education:

• City College of Manila, Escolta, Manila (1998-2002)
• Bachelor in Public Administration
• Graduated Cum Laude

Work Experience:

Started her call center career in 2002 as an outbound telemarketing sales agent to Sales Coordinator in companies such as US Asia Solutions and SM iServices Inc. Has 2 years in the Outbound field prior to joining CTI.

In 2004, she realized that her career interests really were in Customer Care. She had a new path and gained more than 3 years experience of Inbound Operations that transitioned her into a role of a Program Manager.

Hani Buenaventura ensures the internal and external quality standards and quality compliance of every inbound and outbound campaign with her core tactical programs and her skills on strategic implemen-tation, as earned from her 7-year experience in various call centers in Asia. She develops appropriate measurement and conducts calibration sessions and feedbacks to ensure consistent quality results, excellent customer service and client /customer satisfaction.

As a Workforce Manager, she handles workforce management and monitoring, that includes optimized scheduling and adherence. Her flexibility in client interaction and engagement allow the company to optimize relationships with diverse clients.

Hani holds a Bachelor of Arts degree in Communication and Bachelor of Science in Nursing.

Donnie gained his experience in Learning and Development from his five years tenure in the BPO industry, specifically in the Training Department. He started as a Training Coordinator, where he learned the back office side of Training like reports, logistics, administration, and student/course analytics. He eventually became a trainer for several campaigns encompassing technical (Dell), financial, and customer service (Kodak).

He became a Training Supervisor for another campaign (T-Mobile) where he handled a group of trainers and training assistants. Throughout his growth in the Training field, he had assisted in propagating leadership skills, until he eventually developed his own roll outs to his team. He also has broad knowledge in online learning and uses this capability to improve the company's learning management system.

He is Dell Trainer Certified; and Training the T-Mobile Way Certified.

Educational Background

• Graduated Valedictorian in High School Aurora National Science High School 1996-2000
• Graduated Bachelor of Science in Accountancy in Miriam College 2000-2005
• Passed the CPA Licensure Examination on May 2006

Affiliations

• PICPA ( Philippine Institute of Certified Public Accountant)

Working Experience

• Internal Auditor Transnational Diversified Group, Inc. which is a high successful business group engaged in Ship Management , Total Logistics, Air and Travel Services, IT and Investments.
• Senior Accountant II ( Plant Network Accounting and Inventory Cost Accounting )– Digitel Mobile Philippines (DMPI) otherwise known as Suncellular GSM

Competencies

• Technical: Knowledgeable in SAP, Quickbooks Accounting system;
• Behavioral: Interpersonal skills; Ethics and Integrity , Client-service Orientation, Adaptability and Dependability, Teamwork and Cooperation, Continuous Improvement

Sheryl is responsible for planning, directing and managing the activities of accounting and finance department by establishing and maintaining control procedures to ensure accurate recording and proper reporting to external bodies and internal Board of investors. Overseeing implementation of business procedures related to accounting by evaluating and suggesting system improvements to increase over all effectiveness of the business.

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