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Startup Founder
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IT
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Work Background
GigacoverCountry Manager
Feb. 2023 - Jun. 2023Singapore · HybridManaged Philippine operations, sales, business development, accounts management and nationwide admin. Lead projects, business partnerships and product development of B2C, B2B and B2BC products. Streamlined processes and created rigors in place to improve on both productivity and profitability.
ConduentOperations Manager
Mar. 2022 - Feb. 2023Cebu, Central Visayas, PhilippinesSupported and Managed Airline, Hospitality Back Office and Customer Service Verticals with roles in WFM, QA, Framework Implementation and General Operations
Tech MahindraOperations Manager
Dec. 2020 - Mar. 2022Cebu, Central Visayas, PhilippinesExperienced Operations Manager, managing US, and EU Logistics accounts. Directly supervising and mentoring mid level managers and team leaders. Engaged in direct client interaction, multiple process improvement projects, employee growth and development.
Mynimo.comOperations Manager
Jan. 2020 - Oct. 2020Cebu, Central Visayas, PhilippinesI am in charge of managing Sales operations, Human Resource, Accounting, Web Development and Marketing. I did framework building and implementation of critical processes and metrics that matter. Is directly involved and was in charge of implementing policies and action plans that had direct impact to the company P & L.
GreenergystChief Executive Officer
Jan. 2018 - Jan. 2020Cebu CityFounded a management consultancy firm that took consultancy projects. Has done Management Consultancy, Training and set up of BPO Companies. I am brokering principal accounts that are considering outsourcing in the Philippines and guiding them in establishing their site in the Philippines.
STYM PNK ENT.Business Owner
Jan. 2013 - Dec. 2018Cebu, Central Visayas, PhilippinesI was able to establish my own business that sells and manufactures vaping products. After which I opened a hybrid Bar that sells vaping products and Food and Beverage. At its height I had a production line for my products and 3 retail branches. The products that I made were also exported to Japan, America and Europe.
ConvergysSenior Team Lead / Cluster Head / Operations Manager
Dec. 2011 - May. 2013Bacolod, Western Visayas, PhilippinesI was as an Operations Manager for a program of 100 ++ FTE and 6 Team Leads. I am in charge of managing all Tier 1 Metrics and other tasks assigned to me as a program cluster head (Business Reviews, Financial and head count management, etc.). I am running different projects that are subjected to the rigors of Six Sigma Methodology. These projects are centered on CSAT, AHT and Program Efficiency.
ConvergysSenior Program Performance Analyst
Jan. 2009 - Dec. 2011Cebu, Central Visayas, PhilippinesI was in charge of all the reporting needs of 4 accounts, a customer service account, a back office account for a certain Insurance program and a technical account. I conduct training and coaching to team leads and Reports Personnel on data analysis and interaction management / coaching among a few. I give out forecasts and recommendations to the program based on my findings from data gathered and provide as well reports or analysis as requested by the client or management. I am also involved in budgeting tasks within the company I have coached Team Leads who have kaizen, yellow belt or white belt projects and assist in managing the program as well.
ConvergysOperations Team Leader
Dec. 2007 - Jan. 2009Cebu, Central Visayas, PhilippinesI was in charge of 15-17 agents (Insurance Customer Service Program). I was the POC for AHT during my term as the AHT POC we did not incur any penalty for the program and I was instrumental in maintaining and improving Line Adherence for the program because of my experience prior to joining Convergys. My daily tasks were Agent management tasks such as coaching and mentoring, Six Sigma projects and other Team Lead related tasks.
TeleTech PhilippinesOperations Team Lead
Jan. 2007 - Oct. 2007Mandaue, Central Visayas, PhilippinesI was handling a team of 17 agents (Airline Reservations Program) and am in charge of multiple projects such as CSAT Improvement which uses six sigma methodologies. My daily tasks are reports generations and high level meetings for process improvement, mentoring of agents and performance tracking as well. I am also taking the lead for all QA processes and issues such as interaction management and closely monitoring AFI’s for the program and developing Simple, Measurable Attainable Realistic and Time Bound solutions for the program.
eTelecare International, Inc.Quality Assurance Officer
Oct. 2004 - Dec. 2006Cebu, Central Visayas, PhilippinesI handled both Hardware support and customer service queues; namely Dell Technical support for Desktops and Portables. I also handled a customer service queue which was a cancellations queue for AOL. I have experienced handling a chat support for AOL also. My everyday tasks were data analysis upper level presentations and training and other QA and supervisor related tasks.
PCS Fast LaneSecurity and Systems Analyst
May. 2004 - Oct. 2004Los Angeles Metropolitan AreaI was working hand in hand with 3 different departments (Customer Service, IT help desk and systems security) I over see and maintain strict security measures and applied proper execution of inbound and outbound communication measures. Monitored QA and advised changes to certain company protocols to facilitate better service and more stern security measures.
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