Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Certification
Timeline
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Algie S. Lastima

Algie S. Lastima

Mabalacat, Province Of Pampanga

Summary

With more than a decade of experience in the outsourcing industry, I've played a key role in launching new sites and programs with multiple lines of business. My experience also includes being involved in various projects focused on process improvements, which have led to enhanced operational efficiency and great customer experience. As an Operations Manager, I lead and ensure the delivery of client KPI targets, including day-to-day service levels, customer experience, quality measures, and compliance. I am deeply committed to providing high-quality service with integrity and value to both clients and the organization. My passion for continuous learning fuels my professional growth, ensuring I stay adaptable and evolving in my role. With a strong dedication to excellence and self-improvement, I approach every challenge and opportunity with a mindset focused on achieving the best results.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Operations Manager I

IBM Daksh / Concentrix Corporation
11.2019 - 03.2025
  • Ensures program has proficient training, staff development, and effective employee relation/recognition programs.
  • Ensures delivery of client KPI targets including day to day service levels, customer experience, quality measures, and compliance measures.
  • Responsible in developing the existing team maximizing their potential as part of succession plan in becoming the next future leaders.
  • Responsible for the hiring of the client requirement of 240 Associates together with our recruitment team for them to be fully endorsed to Operations in November 2021 in the amidst of pandemic.
  • Initiates a well-defined Communications and Engagement model to ensure all teams understand the performance of the business and that they understand the needs of their teams.
  • Continuous identification implementation of operational best practice through interaction with the wider team.
  • Selecting, effectively managing and coaching Team Leaders and Subject Matter Experts.
  • Manage and develop the operational client relationship by conducting (where appropriate) operational client review meetings and day to day Ops liaison within key workstream.
  • Part of the core group who launched the Amazon Ring in MAC site in September 2021.
  • Site winner of the seasonal Ring Vendor Olympics held during the Peak Season - just 4 months after the site was launched beating tenured sites (internal and External) of Amazon Ring. (Philippines, Colombia, Turkey, and Egypt)
  • Achievements: Elite Top Performer 2022 & 2023
  • 2021 to 2023 APR Rating: 4
  • Monthly Attrition of less than 5% to Zero since the start of program.
  • The only manager who is physically reporting on site after the ravage of typhoon Odette, leading the entire team in winning the Seasonal Ring 3P Olympics.
  • 2020 Most Outstanding Employee (Concentrix Philippines)
  • 2019 Concentrix Top Performer Awardee
  • In 2022, moved to Clark Site under the same program and launched a new LOB which also dominated the site rankings, bagging 8 out of 12 awards in 2023 which yield to a stronger relationship and confidence with our clients.

Deputy Manager for Operations

Amazon.com.uk
08.2018 - 11.2019
  • Part of the core group who planned and launched Amazon.com.uk at the midst of pandemic in June 2020 - 6 months after, won the Customer Obsession Award for 9 consecutive months before transitioning to my new program (Amazon Ring).
  • Account Manager of UK Phone LOB catering customer service.
  • Ensures key metrics are met which includes and are not limited to RAP, AHT, Concession and Understandability.
  • Monitors and measures team performance, understanding factors behind it, and implements actions to address AFIs incorporated with SMART action plans.
  • Prepares LOB weekly performance reports by collecting and analyzing data trends.
  • Ensures program updates, policy changes and schedule transitions are implemented efficiently.
  • Along with our WFM team, attends weekly volume forecasting and is responsible for ensuring compliance to locked forecast.
  • Partners with Quality and Training team for maximum performance optimization and making sure to immediately address any red flag/ fraud that will potentially hurt client relationship.
  • Closely monitors efficiency parameters of Operations - Attendance, Line Adherence, and Conformance and ensures that time allotted for shrinkage is utilized effectively.
  • Spearheads the Understandability and Concession Rate improvement Project which are the identified KPI Opportunities of the program.
  • Closely works with clients on executive escalations, coaching requests, and special projects.
  • Drives Weekly and Monthly RnR to boost competitiveness of the group and driving consistency in performance.
  • Spearheads the Innovation Council aimed to help the client improve their processes and technology.
  • Provides regular feedback to Director and higher management team regarding LOB performance and escalates issues appropriately and in real-time.
  • Achievements: Advocate of the Company Safety protocol in fighting Covid-19
  • 2021 APR Rating: 4
  • Monthly Attrition of less than 5% to Zero since the start of program.
  • Initiated the exclusive group for all Covid-positive Employees of MAC providing the support and boosting their morale in fighting Covid-19.
  • Won 9 consecutive Customer Obsession Awards (a monthly award given by Amazon to their Best Vendor site) before moving to my new assigned program, Amazon Ring.

Assistant Manager for Operations [Team Lead - DART Escalation Team]

Amazon.com North America
03.2018 - 08.2018
  • Focused in handling the Escalation team in MAC catering level 1 and 2 escalations.
  • Acted as the main POC for MAC. Overall, supervising all the Escalation teams in MAC. Also responsible in coordinating with the other POCs/ Site Leaders of Amazon.com - Concentrix across all PH and Jamaica Sites.
  • Responsible in conducting weekly/ Monthly Review focusing on the learnings and opportunities of the Escalation Team.
  • Ensured key metrics are met - including PRR, AHT, Andon Cord and Adjustments.
  • Coached and developed direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training and other coaching.
  • Held regular team huddles/meetings with direct reports reviewing previous day/week/ month performance and provided guidance and strategies for the day.
  • Able to maintain good Team Attendance Record and Attrition Rate month-on-month, 92% up and less than 5% attrition rate to zero.
  • Provided several training courses focusing on providing very good customer experience which helped the DART Associates gain more confidence in handling escalated calls.
  • Successfully transitioned agents through several skill set changes and positive attrition becoming Subject Matter Experts, Product Trainers and some are now Team Leaders.
  • Achievements: 2019 APR Rating: 4
  • Concentrix Rockstar Awardee 4th Quarter of 2019
  • Concentrix Shining Star Awardee in 2019
  • 2019 MAC Top Performers
  • 2019 Concentrix Top Performers

Assistant Manager for Operations [Team Lead]

Amazon.com North America
08.2016 - 03.2018
  • Part of the Seed team composed of 70 CNX-Amazon.com employees who flew from Manila to open the Mactan Site in 2016.
  • Won the Customer Obsession Award 3 months consecutive after launching the MAC Site in June 2016. A prestigious Award being the Top Vendor site of Amazon.com across the globe.
  • Promoted from SME to Assistant Manager (August 2016).
  • Ensured key metrics are met - including PRR, AHT, Andon Cord and Adjustments.
  • Coached and developed direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training and other coaching.
  • Held regular team huddles/meetings with direct reports reviewing previous day/week/ month performance and provided guidance and strategies for the day.
  • Able to maintain good Team Attendance Record and Attrition Rate month-on-month, 92% up and less than 5% attrition rate to zero.
  • Given the privilege in working with the Care Bay team. Working with Q3-Q4 outliers, helping them to improve their identified KPIs (PRR, AHT, Andon Cord and etc.)
  • Achievements: APR Rating: 4
  • 3-Time Customer Obsession Award (June - August 2016)

Subject Matter Expert/ Team Leader Apprentice

Amazon.com North America
06.2013 - 08.2016
  • Provided floor support and took level 1 and level 2 escalations for Customer Service.
  • Created training decks and conducted learning sessions on product knowledge related AFIs as identified by Operations and Support teams.
  • Supervised team in the absence of the Team Leader.
  • Main Pilot of Amazon DART (Dynamic Andon Response Tool) Escalation Project in 2013 before Amazon.com launched the escalation queue sometime in 2014 across all vendor sites.
  • Majority of my tenure as SME, was tasked to focus on care bay teams. Supervising and addressing identified KPI opportunities of each associates helping them going back on track.
  • Achievements: IBM Top Talent 2014
  • Top Team Leader Apprentice for several months in 2015

Customer Service Rep/ Senior Customer Service

Amazon.com North America
09.2011 - 06.2013
  • Responsible in addressing customer's concern pertaining to their retail orders, Billing/ Shipping Issues, also conducting basic digital troubleshooting for Kindle Devices and Amazon MP3s.
  • Tasked to provide floor support for new hire agents.
  • Acted as back up SME of the team to provide additional support.
  • Achievements: 2012 APR Rating: 4
  • Consistent Top Agent Awardee in 2012 before transitioning to Subject Matter Expert.

Education

Bachelor of Science - Electrical Engineering

Technological Institute of the Philippines - College of Engineering

Skills

  • Operations management

  • Problem-solving

  • Customer service

  • Performance monitoring

  • Process improvement

  • Staff management

  • Team leadership

  • Operations monitoring

  • Performance reporting

  • KPI tracking

  • Decision-making

  • Workflow optimization

  • Performance management

Personal Information

Certification

  • Six Sigma Green Belt
  • Lean Six Sigma Green Belt
  • Leadership Foundation Training for Operation Managers
  • Diversity, Equity and Inclusion Training
  • Conflict Management Training
  • Emergency Response Team (ERT)

Timeline

Operations Manager I

IBM Daksh / Concentrix Corporation
11.2019 - 03.2025

Deputy Manager for Operations

Amazon.com.uk
08.2018 - 11.2019

Assistant Manager for Operations [Team Lead - DART Escalation Team]

Amazon.com North America
03.2018 - 08.2018

Assistant Manager for Operations [Team Lead]

Amazon.com North America
08.2016 - 03.2018

Subject Matter Expert/ Team Leader Apprentice

Amazon.com North America
06.2013 - 08.2016

Customer Service Rep/ Senior Customer Service

Amazon.com North America
09.2011 - 06.2013

Bachelor of Science - Electrical Engineering

Technological Institute of the Philippines - College of Engineering

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Algie S. Lastima