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Work Background
P2 Owner Support ServicesDirector of Operations
Apr. 2024Operational Oversight:
Lead and direct the team to ensure adherence to quality standards, SLAs, and best practices, driving performance and service excellence. Strategic Planning:
Develop and implement strategic plans aligned with company goals, including expansion, service diversification, and market penetration to enhance growth and competitiveness. Vendor Management:
Oversee outsourcing partner and vendor relationships, negotiating contracts, monitoring performance, and ensuring compliance for seamless operations. Financial Management:
Manage budgets, forecast expenses, and optimize resource allocation to maximize profitability and operational efficiency, ensuring financial health. Performance Monitoring and Improvement:
Establish KPIs, track metrics, and implement measures to enhance operational efficiency, quality, and client satisfaction. Risk Management:
Identify risks and develop mitigation strategies to minimize disruptions and ensure business continuity, safeguarding organizational interests. Quality Assurance:
Implement quality assurance processes to ensure compliance with industry standards, regulatory requirements, and client expectations. Team Leadership and Process Optimization:
Analyze workflows, identify inefficiencies, and implement improvements to enhance productivity, reduce costs, and streamline operations. Technology Integration:
Leverage technology solutions to automate processes, improve efficiency, and enhance service delivery, fostering innovation within the organization. Reporting and Analysis:
Prepare reports and analyses on operational metrics, performance trends, and financial indicators to inform decision-making and drive strategic initiatives. Compliance and Ethics:
Ensure compliance with legal and regulatory requirements, and adherence to ethical standards and corporate governance policies, fostering a culture of integrity and accountability.
Oraz PH aka AthenaSenior Operations Manager
Jul. 2023 - Apr. 2024Spearheaded and motivated an international team of remote executive assistants, fostering a culture of excellence, collaboration, and high performance. Strategically managed a diverse portfolio of clients, consistently ensuring the provision of world-class service while maintaining robust and positive client relationships. Streamlined and optimized workflows to enhance operational efficiency and effectiveness.
Exercised authoritative decision-making regarding client discounts or credits, particularly in complex or escalated situations, ensuring satisfactory resolutions. Proactively managed escalations, employing critical problem-solving skills to address and resolve issues swiftly and effectively. Skillfully allocated resources by evaluating individual team member's skills and current workloads, thereby maximizing overall team performance and ensuring optimal client satisfaction. Conceptualized, developed, and implemented comprehensive action plans aimed at up-skilling remote executive assistants, significantly boosting the team's competencies and capabilities.
Carelon Global SolutionsRegional and Program Management Lead
Jun. 2021 - Jun. 2023Iloilo, Western Visayas, Philippines
Legato Health Technologies - PhilippinesSenior Manager and Iloilo Site Lead
Jan. 2020 - Jun. 2021Iloilo City
inspiroSenior Operations Manager
Mar. 2013 - Jan. 2020Monitors and ensures that Company targets and client requirements are met; Oversees performance of the team to ensure that the campaign attains or delivers its Goals or Key Performance Metrics; Establishes and implements the company’s code of conduct and departmental policies, goals, objectives and procedures, conferring with the immediate superior and staff members as necessary; Leads the development of the group’s objectives, creating action plans to consistently improve metrics and achieve campaign goals; Meets with Operations Managers to develop action plans and corrective actions for identified production problem areas; Spearheads new process improvement initiatives in production; Oversees various organizational/program transitions in organizations; Ensures the effective communication of organizational and developmental changes; Conducts evaluation of subordinates based on performance standards; Performs monthly assessment of performance based on set standards and metrics; Leads the review and analysis of the campaign’s performance to identify strengths, profit opportunities and possible areas for improvement; Identifies competencies that need to be developed by subordinates and essential in performing work; Ensures that subordinates receive proper trainings that may be specific with project/program/campaign requirements; Coaches subordinates on certain performance areas as needed; Recognizes achievement of Operations Managers and gives proper commendations in accordance with performance; Conducts review and research for potential customers or business opportunities; Recommends and implements performance management systems, particularly on service delivery, productivity and quality. Key Achievements:
• Rookie of the Year Award(2014) – award for newly promoted managers less than a year in tenure but exceeded clients and Company expectations
• Senior Operations Manager of the Year(2015 and 2016)
SPi GlobalOperations Manager
Mar. 2010 - Mar. 2013Ensures that all of customers’ instructions are handled efficiently and accurately; Supervises the timely and satisfactory resolution of all customer complaints and inquiries received; Provides support and guidance to operations staff so that productivity targets are met as per client contracts; Consults and coordinates with client solutions staff in relation to program feedback; Develops all operational procedures and work instructions for each program to ensure that operating procedures have been defined and documented; Interacts with Quality and Training Departments and other cross-functional units to ensure the achievement of company and client service level agreements; Develops and executes programs and measures to continually improve customer service; Recommends workflow/procedural improvements aimed at eliminating duplication/redundancies; Promotes professionalism throughout the workplace by being a role model to project leadership by example; Settles performance and disciplinary issues within the department to maintain integrity of the company’s policies and regulations; Provides feedback and coaching support to employees within the scope of supervision through meetings, FGDs and one-on-one sessions; Reports directly to the line superior with regard to tasks, concerns and work issues of their subordinates; Monitors, coordinates and analyzes the campaign’s/operations’ financial(billable hours, OT, SOA, etc) activities to ensure operational efficiency Key Achievements:
• Certified Enterprise Quality Professional(diagnostic exam score of 91.43%)
• Certified Lean Six Sigma Green Belt(Certificate Number: CLSSGB-2011-19 by DigiLEAF Inc.)
• Conceptualized, created and executed the Adhoc Boot Camp which prepares potential leaders of the Company for their future role.
• Improved Close Rate during seasonal ramps from an average of 41.08% to 57%
• Winner of the CEO Choice Award for Lean Six Sigma Project(2013)
SPi GlobalOperations Supervisor
Oct. 2008 - Mar. 2010Acts as a Manager on Duty when the Operations Manager is not available; Provides support and guidance to Operations staff so that productivity targets are met as per client contracts; Provides tactical planning for Operations to achieve the common goals of the team; Coordinates the developments of all operational procedures and work instructions for each program; Responsible for Team Lead development by providing mentoring and consistently giving feedback and delivering of scorecards; Assists in providing timely identification and response to Team Leader needs / issues; Oversees the launch, running and closure of all programs from an operational perspective and ensures company policy and mission adherence; Manages turnover in department to a minimum (target of XX% for permanent staff); Conducts regular meetings with team members to gauge pulse of workforce and gives inputs on how to address issues; Effectively communicates department goals to Team Leader and Customer Service Representatives; Analysis of statistical results to identify trends or opportunities for improvement with respect to schedule adherence; Presents monthly business reviews to clients. Key Achievements:
• Developed the English Communication Monitoring Form for the account
• Revised Tech Support’s Job Description
• Leadership Award for Operations Supervisor • Helped implement Primo PDF and Virtual Machine in Tech Support which significantly reduced expenses for paper by 71%.
SPi GlobalTechnical Team Lead
Mar. 2006 - Oct. 2008Carry out supervisory responsibilities in accordance with the Company’s policies which include interviewing, training of employees, planning, assigning and directing work, appraising performance, rewarding and disciplining an employee and attending to customer complaints and resolving problems; interact with Quality Department and other cross-functional departments to ensure the achievement of company and client quality goals; interpret and enforce company policies and safety regulations with Customer Service Representatives; Coach, evaluate and assist Customer Service Representatives regarding customer service skills; Handle and resolve CSR problems/issues and elevate them to Senior Management as required; Responsible for the operational success of their team; plan and execute team plans, set up controls, and improve work processes; Prioritize tasks and ensure the Quality Monitoring Reports, Coaching Sessions, One-on-ones and other functions are performed and submitted on time; Actively share ideas in the streamlining and enhancing work processes as well as conceptualizing ideas to boost CSR morale and loyalty; encourage sharing of ideas with the team and promote healthy competition among team members and other teams. Conduct Pep Talks to trainees before they go live. Key Achievements:
• Developed the Tier 1 Technical Support Standard Operating Procedures. • Improved Tier 1’s resolution rate from 55% to 80%.
• Was able to get 9 agents promoted in the span of a year
ePLDT VentusTech Support Representative
Dec. 2004 - Mar. 2006Handled florist inquiries, instructions and troubleshoots their hardware and software over the phone; prepared various forms of reports; handled other agents’ inquiries about their calls(as floor support); provided high quality customer service, displayed effective communication skills and ensured that calls meet the established Quality Assurance standard. Key Achievements:
• Top Customer Service Representative for 2005
• Agent of the Month – June 2005, September 2005, November 2005, December 2005
• Perfect Attendance for the entire 2005
• Top QA Awardee – June 2005, November 2005
• Top Agent in Monthly Exam – June 2005, November 2005, December 2005
Sure Express WorldwideCustomer Service Specialist
Jun. 2003 - Dec. 2004Acted as the POC for a new courier franchise in Iloilo ensuring daily operations runs smoothly. Responsibilities included but not limited to handling customer complaints, inquiries and requests, mailing and package concerns, ticketing and telemarketing. Was also responsible for preparing and sending accounts receivables summaries.
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