Abe Uy

Operational Management:

• Manage and oversee the daily operations of multiple customer service and Fintech campaigns, ensuring efficiency, productivity, and adherence to quality standards.
  
• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for key initiatives.
  
• Plan, monitor, and analyze key metrics for the daily performance of the operations to ensure efficient and timely completion of tasks.

• Ensure adherence to company and client-specific policies, procedures, and service level agreements (SLAs).
  

Team Leadership and Development:

• Lead and manage a large operations team, including Assistant Managers and Team Leaders, fostering a culture of high performance, accountability, and continuous improvement.
  
• Provide coaching, mentorship, and development opportunities to direct reports to enhance their skills and leadership capabilities.
  Establish clear performance expectations, conduct regular performance reviews, and implement strategies for employee engagement and retention.
  

Performance Management and Quality Assurance:

• Define and track key performance indicators (KPIs) for all operational areas, including sales quotas, customer satisfaction scores, average handling time, and resolution rates.
  
• Implement and oversee quality assurance programs to ensure adherence to service standards and identify areas for improvement.
  
• Review and analyze performance data to identify trends, implement corrective actions, and drive continuous improvement.
  

Financial Management:

• Review and analyze Profit & Loss statements and adjust operational budgets to enhance profitability and cost-effectiveness.
  
• Manage resources effectively, including staffing, technology, and infrastructure, to optimize operational efficiency.
  
• Develop and manage operational budgets, ensuring adherence to financial targets.
  

Client Relationship Management:

• Serve as a key point of contact for US-based stakeholders on operational matters.
  
• Collaborate with client teams to understand their needs and ensure operational alignment.
  
• Prepare and present operational performance reports to internal and external stakeholders.
  

Process Improvement and Innovation:

• Continuously identify opportunities for process improvement and implement best practices to enhance efficiency and customer experience.
  Evaluate and implement new technologies and tools to optimize call center operations.
  

Compliance and Risk Management:

• Ensure operational compliance with relevant industry regulations and company policies.
  Identify and mitigate operational risks.
  

• Responsible for managing and overseeing the daily operations of two Retail brands, based in the US, that perform customer service and sales, encompassing a total of 500 Full-Time Equivalents (FTEs)
• Plan, monitor, and analyze key operational metrics on a daily basis to ensure the efficient and timely completion of tasks
• Review and analyze Profit & Loss statements and adjust operational budgets to enhance profitability.

• Responsible for managing and overseeing the daily operations of a Logistics Inside Sales and Customer Service campaign comprising 350 Full-Time Equivalents (FTEs).
• Implemented and developed operational standards, policies and procedures.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Ensure the efficient delivery of the sales quotas for the assigned sales division on a monthly, quarterly, semi-annual, and annual basis

• Manages an operations team composed of Assistant Managers and Lead Assistant Managers, with a span of control over 60 to 80 Full-Time Equivalent (FTE) Inside Sales Representatives (Logistics)
• Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
• Assisted in the development and execution of successful marketing campaigns and increasing brand awareness
• Orchestrated reorganization of sales territory assignments, resulting in more balanced workloads and improved coverage.

• Managed a team of sales representatives, providing training and guidance for successful sales strategies.
• Set individual and team sales targets, motivating staff to achieve top performance levels consistently.
• Analyzed market trends and competitor activities, adjusting sales tactics accordingly for maximum success.

• Manage 15 customer service representatives supporting a Telecommunication Company based in Australia.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.

• Manage 20 level 3 tech agents who provide technical support for a telecommunications company based in the US
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.