Marjorie Ann Sy
Cebu City
Summary
Results-oriented Operations Manager with more than 8 years of progressive BPO experience. Exceptional business acumen, administrative strengths and program management abilities. Skillful operations manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. Versatile Operations Manager adept at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hardworking leader with a history of streamlining operations and increasing efficiency
Overview
10
10
years of professional experience
Work History
Operations Manager
Tech Mahindra
04.2021 - 09.2024
- Optimized operations to secure sustained financial success.
- Facilitated positive communication between unit staff and organization leadership.
- Built robust client connections resulting in new business opportunities.
- Understand P&L to improved profitability for refine and strategize business plan
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Encouraged employees' autonomy to enhance accountability.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Provided detailed analysis of essential performance metrics to executive team.
- Facilitated smooth collaboration between departments through clear communication channels.
- Enhanced employee retention through a supportive work culture.
- Increased profit by streamlining operations.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Developed strong customer relationships through effective interactions.
- Analyzed shift reports to assess current figures and patterns.
Operations Supervisor
Eperformax
01.2015 - 01.2020
- Company Overview: Cebu
- Performed root cause analysis in deficient areas to identify and resolve central issues
- Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices
- Created and implemented strategies for improving operational efficiency and accuracy
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management
- Developed and deepened relationships with customers, vendors and internal stakeholders
- Motivated and trained employees to maximize team productivity
- Monitored daily and weekly key performance indicators to maintain on-track status
- Encouraged and promoted ideas aligned to business needs and benefits
- Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance
- Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations
- Monitored and maintained high service level
- Implemented intrinsic awards to improve working conditions for all employees and fostered work environment that maximized employee morale and engagement
- Cebu
Education
MASTERS - PUBLIC MANAGEMENT
Liceo De Cagayan University
BACHELOR OF ARTS - POLITICAL SCIENCE
Silliman University
Skills
- Financial administration
- Scheduling
- Accident / Incident Reports
- Business operations
- Process improvement
- MS Office
- Team management
- Operations support
- Data Analysis / Trend Assessment
- Systems Analysis
- Supervision
- Operational improvement
- Problem resolution
- Operation Monitoring
- Performance Monitoring and Evaluation
- Problem-solving
- Operations management
- Operational efficiency
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Management
- Operations oversight
- Policies and procedures implementation
- Customer relationship management
- Client relations
- Continuous improvements
- Process improvements
- Organizational management
- Data analysis
References
- Jasper Dacuno, Associate Delivery Head, 0933-452-4478
- Shanamee Escaberte, Quality Manager, 0995-224-9227
- Erin Quisel, Marketing Director, 0956-274-5506
Timeline
Operations Manager
Tech Mahindra
04.2021 - 09.2024
Operations Supervisor
Eperformax
01.2015 - 01.2020
MASTERS - PUBLIC MANAGEMENT
Liceo De Cagayan University
BACHELOR OF ARTS - POLITICAL SCIENCE
Silliman University
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