Aileen Nadonza
Operations Manager
Talisay City, Cebu
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, and positive demeanor. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
13
13
years of professional experience
5
5
Certificates
4
4
years of post-secondary education
Work History
Operations Manager, Customer Experience
Qualfon Phils Inc
Cebu City
11.2010 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Established positive and effective communication among unit staff (4 managers and 21 supervisors) and organization leadership, reducing 2-3 major escalations daily and avoiding decline for customer satisfaction
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Reviewed operations reports to understand numbers and trends.
- Reduced process bottlenecks by training and coaching employees (minimum of 10 staff per session) on practices, procedures and performance strategies.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce 4 major quality metrics.
Training Manager
Qualfon Phils Inc
Cebu City
08.2016 - 03.2017
- Alternated 1-2 training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Oversee 5-8 orientation sessions and organized on-the-job training for new hires per week.
- Coordinated 3-5 technical training and personal development classes for staff members per quarter.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness per quarter.
- Developed departmental systems and procedures to better align workflow processes.
- Drove training performance and achievement of service levels through focused team operational reviews, structured coaching and managing to department targets align with enterprise.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
Sr Shift Manager
Qualfon Phil Inc
Cebu City
03.2010 - 11.2010
- Does client relation to effectively handle customer concerns and resolve them more efficiently and effectively from back end
- Managed team of 20-25 employees, overseeing hiring, training and professional growth of employees.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Increased customer satisfaction by resolving issues with 18-20 team supervisors and 300-500 technical/customer service representatives
- Used coordination and planning skills to achieve results according to schedule
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
Bachelor of Business - Business Management
University of The Philippines Cebu College
Lahug, Cebu City, Philippiines 06.2000 - 04.2004
Skills
- Operations management
Certification
- Customer Service Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Customer Service Leadership
Focusing on customer satisfaction does not only mean external customers but also internal customers that includes the people that you work with and the people that works for you. Customer Service is somewhat like a virtue that one should learn to be able to relay the service up to the customers that do business. Anyone can articulate how to become great on providing great customer satisfaction but as long as one does not know what true service means, one can never fully drive to be successful. No satisfaction guarantees can come out from lip service. It is through commitment and passion on how to treat people internally can one fully show how to treat customers with high respects and true care. Thus, customer service leadership is to lead with intrinsic motivation to people so that they in-turn will do the same. This will eventually transcend to customer that does business with the company.
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Training Manager
Qualfon Phils Inc
08.2016 - 03.2017
Operations Manager, Customer Experience
Qualfon Phils Inc
11.2010 - Current
Sr Shift Manager
Qualfon Phil Inc
03.2010 - 11.2010
Bachelor of Business - Business Management
University of The Philippines Cebu College
06.2000 - 04.2004
Customer Service Leadership
Focusing on customer satisfaction does not only mean external customers but also internal customers that includes the people that you work with and the people that works for you. Customer Service is somewhat like a virtue that one should learn to be able to relay the service up to the customers that do business. Anyone can articulate how to become great on providing great customer satisfaction but as long as one does not know what true service means, one can never fully drive to be successful. No satisfaction guarantees can come out from lip service. It is through commitment and passion on how to treat people internally can one fully show how to treat customers with high respects and true care. Thus, customer service leadership is to lead with intrinsic motivation to people so that they in-turn will do the same. This will eventually transcend to customer that does business with the company.
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