Operations Manager

J I OVANNI C A R L O S . R ODRIGUEZ

Mobile: 091*-*******

Email: ad6nm0@r.postjobfree.com

OBJECTIVE

Versatile Operations Manager, successful at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as driven, dedicated, and hardworking leader with history of streamlining operations and increasing results. EXPERIENCE

Dec 2022 – Present EXL Service Philippines Pasay

Assistant Manager

- Oversee and manage day-to-day operations to ensure all metrics are met, revenue are maximized and monitor team performance as per agreed KPIs

- Communicate productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency and initiate control measures to minimize variances in workload over time

- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

- Ensure the team's understanding and use of information system capability and functionality

- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed

- Ensure compliance with internal policies and procedures, external regulations and information security standards

- Establish an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance

- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

July 2022 – Dec 2022 Probe Group PH Taguig

Team Lead

- Manage day-to-day planning, operation and problem-solving of a team of agents to meet the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer- focused agents and act as the communication between the Teammates and Management.

- Operational Management, including all HR related issues, adherence to schedule.

- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

- Responsible for training and development of staff.

- Stay current on internal work processes, policies and procedures

- Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regard insofar as it affects call handling processes. Possesses certain additional supervisory level authority for reversal of charges. November 2021 – March 2022 Sitel Group Inc. Pasig

Team Lead

- Provides directions and guidance to guarantee consistent achievement of key performance metrics

- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

- Communicate expectations to employees and provide timely updates

- Provide subject matter expertise in handling escalations by the clients and customers as needed

- Conduct Team Meetings to ensure expedient communications of relevant information and as an open forum for input.

- Stay current on internal work processes, policies and procedures

- Promote SITEL’s values through both behavior and attitude, including being an advocate for team members

August 2019 – July 2020 Asticom Technology Inc. Quezon City Operations Manager

- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution

- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service

- Track staffing requirements, hiring new employees as needed Actively pursue strategic and operational objectives.

- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.

- Understand regulatory landscape and compliance requirements; with emphasis on applicable KYC/AML/BSP requirements that include customer identification procedure, due diligence best practice, sanction screening requirements, and anti-money laundering protocols

- Proactive management of all AML/KYC/BSP and escalation activities to meet qualitative and timeliness requirements

April 2017 – August 2019 Amtrust Mobile Solutions Makati Team Lead BPO Operations

- Directs and manages day to day of our outsourced call center operations.

- Develops and implements strategies that help drive operational efficiency.

- Oversee budgeting, reporting, planning and auditing.

- Coach supervisors and agents through identifying key behaviors to impact results positively utilizing the client’s customer service philosophy.

- Understands, communicates, and shares company vision throughout organization and provides cross-functional perspective, direction, and support.

- Handles issues, concerns, and complaints in an objective and timely manner. June 2016 – Aug 2016 Omniglobe International Quezon City Quality Assurance Supervisor

- Manages a team of Quality Analysts from different campaigns (Inbound and Sales Verification).

- Responsible for ensuring that all teams meet their respective weekly efficiency targets while maintaining zero variance in their quality evaluations.

- Track Individual and team performance, oversee Internal and Client Calibrations, Coordinate with Operations and generate necessary reports.

- Oversee training of new QA’s and ensure certification and successful integration.

- Analyze available data to drive improvement surrounding the identified campaign drivers. March 2016 – April 2016 Nodemax Ltd. Philippines BGC Taguig Quality Assurance Supervisor

November 2014 – March 2016 OCWEN Business Solutions Pasay City Compliance Risk Analyst

August 2013 – August 2014 CBE Companies PH Inc. BGC Taguig Compliance/Quality Assurance Associate

October 2011 – July 2013 Customer Contact Channels / C3 BGC Taguig Quality Assurance Associate

October 2010 – October 2011 Garena Philippines Inc. BGC Taguig Internal QA/Customer Service Representative

EDUCATION

1996-2000 AMA Computer University Proj. 8, Quezon City Bachelor of Science in Computer Science.

SUMMARY OF QUALIFICATIONS

Management and Leadership experience.

Quality and coaching experience.

Managed a team of 150 customer service representatives.

Employee of the month for Going beyond expectations and Transparent Communicator

Resourceful problem solver who is adept at remaining calm in stressful situations.

Named The King of 24Hour Claim with Amtrust Mobile Solutions.

More than 10 Years of sales, after sales, marketing, logistics, and customer support. INTERESTS

Volunteer work, Photography, Computers, Cars, Sports, Current events COMMUNITY ACTIVITIES

Board Member and Officer of Central San Juan Volunteer Fire Rescue Inc. Events/Sponsorship Committee Ford Club of the Philippines

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