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Work Background
Probe CXSenior Operations Manager
Dec. 2021 - Sep. 2022Philippines• Managing a Back Office account from an Australian energy retailer. • Responsible for driving performance on the LOB’s major metrics which would include AHT, TTC (Touches to Close) and Quality by swiftly isolating opportunities, synergizing Operations and Support Teams such as Training and Quality to effectively map out a course of action. • Engages in client interfacing and owns the delivery / presentation of performance reviews (Weekly, Monthly and Quarterly). • Negotiates with the client on Quarterly targets for both AHT and TTC as both determine the pricing applied of the month. Ensured that targets that are proposed and vetted with the client are equitable to ProbeCx in terms of revenue generation and the client in terms of cost savings. • Deeply engaged in account financials – responsible for creating the LOB’s annual budget. Reported performance and account’s financial health to all levels from front liners through monthly Town Halls to C-suite executives on regular touch points. • Partners and engages with other Senior Operations Manager handling other LOBs in the account in actively searching for potential process improvements, innovations and recommendations which would not only add value for the client but also forging a stronger partnership between ProbeCx and the client.
Probe CXSenior Operations Manager
Dec. 2021 - Sep. 2022
Sykes PhilippinesSenior Account Manager
Feb. 2017 - Aug. 2020
The Results CompaniesSenior Operations Manager
May. 2016 - Sep. 2016
24/7 Inc.Senior Operations Manager
Jan. 2009 - Dec. 2015•Served as the site lead for the company’s Cebu site responsible for delivering performance in Operations and acted as an enabler with other departments such as Recruitment, Human Resources, Training, Quality, Workforce Management and Facilities.
•Major KPIs managed were CSAT, FCR, NPS, Transfer Rate, Truck Roll and Conversion Rate for both Customer Service and Technical Support accounts handled.
•Led the planning and effective implementation of program-wide engagement activities especially geared towards employee recognition in terms of performance on targeted KPIs, Attendance, Attrition and overall employee morale. •Served as the point of contact for client escalation and responsible for delivering Weekly, Monthly and Quarterly Business Reviews. Fostered strong vendor – client relation and partnership.
•Responsible for meeting profitability of the Cebu site by ensuring monthly revenue target and Variable Costs are kept in check.
IBM Daksh Business Process Services Phils., Inc.Operations Manager
Jan. 2008 - Dec. 2009•Ensured that SLAs are met including Customer Satisfaction, Handle Time, Internal Quality, Compliance and Efficiency for an Inbound Financial account dealing with Consumer Banking. •Forecasted deliverable monthly hours to the client for proper allocation of slots / seats and revenue generation.
•Mentored and developed Assistant Managers in targeting opportunities and providing effective feedback to their agents by conducting regular triad coaching sessions and One-to-One sessions.
•Enhanced employee engagement and performance by spearheading the planning and execution of different program-wide Rewards and Recognition activities.
•Partnered with the client to ensure calibration and adherence to processes are met and any deviations are quickly mitigated through effective communication of updates to all stakeholders and proper controls are set to measure compliance.
TRG (The Resource Group) Philippines Inc.Operations Manager
Jan. 2006 - Dec. 2008•Primarily responsible for meeting and exceeding Conversion and Penetration Rate targets of the Outbound Sales and Publishing accounts handled and revenue generation.
•Developed existing Team Managers and mentored Team Managers-in-Training in various managerial roles such as metric analysis, root cause analysis, reporting, trending, projection and forecasting, coaching, calibration sessions, dialer management, organizational communication and client interface.
•Formulated competitive commission schemes for the different campaigns within the account geared towards exceeding client expectations.
•Acted as the single point of contact in Operations for client escalations.
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