Operations Manager Expert in Sales Growth, Program Launches, and Cli

Jonathan Aurelius C. Seraspi

Caloocan City 092******** ad9mjf@r.postjobfree.com https://www.linkedin.com/in/jonathan-seraspi/

Operations Manager Client Services Manager Project Manager Sales Head

SUMMARY

Dynamic Operations Manager with 20+ years of experience in leading sales, customer service, and technical support accounts. Expert in pioneering and scaling programs, successfully launching 7 accounts and adding hundreds of FTEs and multiple LOBs. Proven track record of optimizing sales strategies and resources, consistently achieving at least 10% revenue growth. Ready to leverage extensive experience and skills to excel in a challenging managerial role and deliver results.

WORK HISTORY

Career Break Apr 2022 - present

Child Care and Autism Support

Primary Caregiver for a child with ASD, managing all aspects of his care and development

Collective Solution Operations Manager, Customer Service Feb 2021 - Apr 2022

Datassential; H2O Wireless; Golden Circle; Agero

Spearheaded and expanded a new retail account to 4 brands, driving headcount growth.

Launched and scaled a Roadside Assistance Program operation to 520 FTEs for chat, inbound, back-office

Initiated and led a successful Winback Campaign, focusing on re-engaging and retaining customers

EmpowerU Operations Manager, UK Sales Head Mar 2020 - Jul 2020

Learn to Trade LLC

Guided 3 outbound LOBs (Confirmation, Opener, Closer), maximizing employee engagement to excel in enrolling participants for a Financial Literacy FOREX Trading Workshop

Delivered targeted feedback, coaching, and training to elevate sales performance for agents.

GMO GlobalSign Client Services Manager, Tech Support and Vetting Jun 2018 - Nov 2019

Vetting, Technical Support and CS Ops

Orchestrated global support services (APAC, EMEA, US) with diverse teams from China, India, Russia, UK, and US, managing over 70 staff.

Delivered comprehensive customer support via chat, email (Salesforce), and phone, ensuring seamless communication.

Boosted SLA by 15% through strategic case allocation changes, enhancing efficiency and response times.

Conducted weekly, monthly, and annual business reviews for senior leadership, stakeholders, and external clients.

TSD Global, Philippines Operations Manager, Sales and Collections Apr 2017 - Apr 2018

Sirius XM Non-pay Collections (702.7, 704, OVM, GAWB)

Improved sales by 11% by strategically leveraging top performers for auto dialing cycles.

Implemented Nesting Training structure, elevating nesting performance from 0.09 SPH to 0.20 SPH.

Orchestrated gamification initiatives, driving a 70% surge in sales during power hours.

EXL Service Inc. Operations Manager, Inside Sales Jun 2014 - Mar 2017

YRC Inside Sales

Started a pilot outbound inside sales B2B program, creating training materials, QA protocols, incentive programs, and scorecards, and overseeing new agent onboarding.

Initiated and expanded a sales program from 7 agents to 450 agents across 2 sites.

Directed daily operations, including customer service, resource allocation, and employee rewards & recognition.

Facilitated product training and sales upskilling sessions to boost agent performance.

Maintained territory portfolio growth averaging 15% - 18% per month, generating $900k – $1.2M in gross sales.

Led the Resolutions Team in swiftly resolving both client and customer escalations to achieve satisfactory outcomes

Eclaro International Project Manager, Information Technology May 2013 - Feb 2014

Arch Insurance Information Technology Team

Led a team of 125 IT Specialists, optimizing IT Infrastructure and Applications for Arch Insurance.

Deployed a new time-keeping system, reducing payroll disputes and enhancing operational efficiency.

Startek International Inc. Operations Manager, Customer Service Dec 2009 - Feb 2013

T-Mobile Prepaid

Contributed significantly as a core member of the executive management launch team.

Spearheaded a pilot sales program, delivering $1.1M revenue in 10 months thru training and growth initiatives.

Fostered exceptional client relationships, earning numerous vendor-wide accolades and recognitions.

Engineered operational changes, slashing break violations from 90% to 5%, and significantly boosting productivity.

Onboarded and trained a new management team for the successful launch of a second site in Honduras.

Applied data-driven strategies to cut handle time by 20 seconds, optimizing hold and transfer rates.

Additional Experience in Technical Support - Team Leader / Supervisor / Level 2 Sept 2002 - Dec 2009

Teletech Technion Communications Vertex Solutions eTelecare International

EDUCATION

BS Biology University of Santo Tomas

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