Country Head, VP/Director for Operations
Resume:
Ritchel Mark Catabian
Certara Philippines, Inc. (formerly Synchrogenix)
January 2022 to August 2024
Country Operations Director
General Management and Administrative responsibilities for Certara Philippines Manila Office.
Lead Finance Operations and partner with the
Commercial Operations and Regulatory Services within the Manila office
Oversight of over 120 employees.
Professional Experience
Over 24 years of BPO / Call Center
experience supporting US, AU and UK
clients from the Philippines.
Country and Site Leadership with Profit and
Loss Responsibility.
Experienced in Start-Up Operations and
Business Development.
Product and Service Delivery with exposure
to various programs in Healthcare,
Telecoms, Travel and Reservations, Retail,
Banking and other Financial programs,
Software Development, Back Office, Sales,
etc.
Extensive experience in people
management managing multiple programs
and departments, leading operations and
support teams, like HR and Recruitment,
Office Administration, Finance/Accounting,
IT Infra, Software Development, Learning
and Development, Quality Assurance, and
Workforce Management, with heavy focus
on customer satisfaction, customer
retention, and customer success.
Summary of Qualifications
linkedin.com/in/rmc6/
***********.********@*****.***
85 Saddletree Crt. NE Calgary, Alberta T3J5L1
Entrepreneur’s Organization (EO)
February 2021 to August 2021
Senior Director, Head of Service Excellence
Oversight of the Member Services Center providing
support to a global organization
Overall operational leadership and accountability for the global operations across all functions and regional support portfolios.
Manage overall infrastructure requirements including finances, IT Data Security, and Vendor Management. Lead process improvement and workflow creation
initiatives to enhance operational metrics vs targets. Convey Health Solutions, Philippines
April 2015 to January 2021
Vice President and Country Head
Site Leadership with P&L responsibility for the operations in the Manila office. Manage the day-to-day operations of our call center and back office teams; Manage support teams (Finance and Accounting, HR and Recruitment, Learning and Development, IT Infrastructure and Software Development, Quality and Workforce Management. Lead our local team to keep the policies, strategies, and direction of CHSPI aligned with our US Company.
Co-creation and execution of the policies affecting Operational delivery, particularly in Performance Management, and other areas in Human Resources, Quality and Training, and Workforce Management.
Work hand-in-hand with US Business Owners to deliver objectives in the areas of customer satisfaction, quality, employee motivation and engagement, and sustainable financials. A leader for all Manila employees and mentor for line managers here in Manila and in the US. Oversight of over 200 employees in Manila and over 600 employees in the US. Expert Global Solutions (now called Alorica)
February 2012 to July 2013
General Manager and Site Lead
Overall management of T-Mobile General Care for the Mezza Site with more than 800 employees. Magellan Solutions Outsourcing
November 2010 to February 2012
General Manager
Overall management of business functions such as Operations and Client Management, Human Resources, Training, Quality Assurance, IT Management, General Administration, Finance, and Accounting, and to ensure process efficiencies between departments. Manage 2 sites with close to 600 FTEs. Handles multiple programs, such as AT&T and BlueAnt Wireless, to name a few. APAC Customer Services Inc. (now called Alorica)
November 2008 to November 2010
Operations Director
Managed healthcare programs such as Wellpoint Blue Cross of California, Blue Cross of Colorado- Nevada, WellPoint NorthEast, Maine, and New Hampshire with over 800 employees. DE LA SALLE UNIVERSITY, Manila Philippines
June 1999
Bachelor of Arts, major in Psychology
Bachelor of Science, degree in Commerce, major in Business Management
DE LA SALLE ZOBEL, Ayala Alabang, Muntinlupa City, Philippines High School Diploma, March 1994
2nd and 3rd Honors, ‘90-91
3rd honors, ‘91-’92, ‘92-’93
Education
service delivery
client management
customer success management
customer relationship
management
people management
project management
process improvement
vendor management
human resources
recruitment and training
Skills
Affiliated Computer Services (now called Conduent) October 2007 to November 2008
Operations Site Director
Managed programs such as Electrolux, Travelport, Affinion, UPS, Barclays, Capital One, Blue Cross Blue Shield, and CAQH (Council for Affordable Quality Healthcare), to name a few, with over 2000 employees. Perot Systems (now called Dell Philippines)
April 2007 to October 2007
Account Manager
Managed Tenet Hospital RCM program with more than 120 agents, primarily handling collections, customer service, and revenue management. Helped launch Athena healthcare with more than 60 agents. Teletech Philippines
March 2003 to May 2005
Team Manager/Supervisor
Team management of 24 technical support
employees supporting Earthlink ISP.
PeopleSupport Philippines (now called
Teleperformance)
January 2000 to March 2003
Agent/SME/Assistant TL
Supported the following programs: Nokia, Fandango, Versign, Brothermall, and Sprint via inbound calls, chat support, and email support.
APAC Customer Services Inc. (now called Alorica)
May 2005 to April 2007
Operations Manager
Launched WellPoint Pharmacy in APAC. Started with just 45 agents with 2 TLs. Ramped up the program in less than 6 months from live date. Reached as high as 120 before I left the company in 2007. I also managed Unicare with 300+ agents covering 3 lines of businesses, namely Provider, Member and Membership.
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