Operations Manager

TaskUs

May 2015 to January 2017

Operating as the lead point of contact for any and all matters specific to the campaign; people management, training and onboarding, quality assurance, performance management, reporting, financial forecast and analysis.
Design and implement quality systems that assist in business reviews and development.
Coach and supervise a group of Team Leaders and Teammates. Ensures a career development plan is laid out and executed for all employees.
Coordinates and assist all departments to ensure all commitments are executed, and maintain campaign health.
Responsible for building and maintaining client relationship by proposing changes that will improve client?s processes and image, meeting service level agreements, and achieving financial expectations.
Ensures that campaigns handled are in line with the company?s core values and initiatives.

Operations Manager

Startek Inc

December 2012 to January 2014

Tracks and reports performance of individual employees, supervisors, and groups, as a whole, at the site or client level, ensuring revenue and service level goal attainment
Trains and mentors direct reports to ensure efficient operations. Priority in auditing and observing supervisors to ensure coaching is effectively provided and documented for optimal support to all team members.
Leads in attainment of client key performance indicators are met, or exceeded.
Accurate and timely communication of client issues to and from the teams, upholding customer satisfaction.
Participates in team meetings involving different levels of management, and client call monitor sessions.
Oversee on-going maintenance and upkeep of assigned call center.
Coordinates assigned contact center projects.

Operations Manager

Rainmaker Asia

March 2010 to June 2011

Overall responsible for operations? performance, productivity and quality. Ensure standards are met.
Improve the operational systems, processes and policies in support of organizations mission -- specifically, better management reporting, information flow and management, business process and organizational planning.
Coordinate and manage subordinates, facilitate interdepartmental communication and allocate tasks and resources as needed.
Coach and develop account supervisors, recommend training as appropriate, provide regular verbal feedback on performance and conduct formal written appraisals.
Involved in hiring, regularization and dismissal process of all operational staff, recommend promotions and salary adjustments.
Communicate with customers as required and attend customer operational reviews.
Analyze operational, quality and system problems. Recommend cost-effective operational improvements.
Oversee overall financial management, planning, systems and controls.

Team Leader

Accenture

June 2008 to August 2009

Leads a team of approximately 36 Claims Assistants dealing with Insurance Claims processing.
Responsible for the performance of Queue Management process of Accenture Insurance Services in realizing its objectives and Service Level Agreement.
Makes necessary process and resources changes to consistently achieve Operation Excellence; tailored after Six Sigma.
Coordinates and manages the workflow and activities at every stage of the process.
Integrates new technologies and processes into everyday execution of the process as they are introduced within the organization and/or workplace.

Bachelor of Science in Accountancy

June 2000 to April 2004

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies