Ana Marie Rivera Tradio
Cebu City
Summary
Highly organized and detail-oriented professional with exceptional expertise in communication, customer experience, client relationship management, and operational efficiency. Proven ability to manage a range of administrative tasks and projects. Skilled at handling multiple priorities seamlessly and excelling in fast-paced environments.
Adept in data entry, analysis, and reporting, with a proactive approach to identifying and resolving issues, streamlining processes, and achieving team objectives. Recognized for strong communication and collaboration skills, ensuring the accurate, high-quality, and timely delivery of work that supports organizational success. Dedicated to driving efficiency, building strong relationships, and contributing to the overall growth and effectiveness of the team.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
Teleperformance Philippines, Inc.
03.2012 - 11.2024
- Committed to enhancing the customer experience by consistently meeting satisfaction goals and effectively resolving customer issues in a timely and empathetic manner
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Monitored and analyzed performance KPIs, client feedback, and escalations to improve customer experience and service quality
- Facilitated strategic meetings and presentations to both clients and internal stakeholders, ensuring alignment and effective communication
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Leveraged data analysis to drive informed decision-making, optimize processes, and enhance customer satisfaction
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Identified operational challenges, implemented corrective solutions, and collaborated across departments to minimize impact on customer experience
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Successfully managed and executed projects, ensuring effective use of resources, meeting timelines, and achieving customer-centric goals
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Organized quarterly town hall meetings to foster open communication among employees about company updates.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Assistant Manager, Operations
Teleperformance Philippines, Inc.
10.2010 - 03.2012
- Streamlined communication channels between departments for better interdepartmental collaboration on projects or initiatives affecting operations.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Facilitated meetings and presentations to clients and internal stakeholders
- Managed service levels from staffing, attendance and attrition ensuring service levels are met 90-95% of the time
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
Supervisor, Operations
Aegis PeopleSupport
10.2006 - 10.2010
- Supervised daily operations, ensuring timely delivery of services and adherence to quality standards
- Assisted in developing employee training programs, enhancing team capabilities and retention rates
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Customer Expert, Operations
PeopleSupport Inc.
10.2004 - 10.2006
- Delivered exceptional customer support, achieving high satisfaction ratings
- Provided feedback to improve operational workflows and enhance service delivery
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor in Business Management - Business Management
University of The Philippines
03-2005
Skills
- Data entry, Analysis & Reporting
- Process Optimization & Improvement
- Tech-Savvy & Continuous Learning
- Collaboration & Interpersonal Skills
- Client Relationship Management
- Customer Experience Management
- Project Management
- Communication & Presentation
- Coaching, Mentoring & Team Development
- Cross-functional collaboration
- Customer feedback management
- Teamwork and collaboration
- Problem-solving & critical thinking
- Time management & Multitasking
- Communication and Organizational skills
- Decision-making and Risk Management
- Performance management
- KPI tracking
- Advanced knowledge in MS Office Suite (Word, Excel, PowerPoint, Outlook), MS Teams, Google Workspace (Docs, Sheets, Slides)
- Analytics Platforms: Power BI, Tableau
- CRM & Support Tools: Salesforce, Zendesk, Asana, Notion
- Communication Tools: Slack, MS Teams, Zoom
Accomplishments
- Sales Growth Project (2023): Led a sales improvement initiative for a home security client, increasing upsell rates from 45% to 65% and revenue per call from $65 to $100 in under three months.
- Fintech Program Launch (2022): Launched and scaled a fintech program from scratch, growing the team to 400 members and increasing NPS from 45 to 65 in three months through targeted training and performance action plans.
- Circle of Excellence Commitment Award (2021): Recognized for outstanding leadership, performance, and commitment to team development.
- Customer Satisfaction Improvement Project (2015): Successfully led a project for a banking program, boosting customer satisfaction scores from 82% to 87%, while earning a Six Sigma Greenbelt certification.
- Consistently met and exceeded client service targets year-over-year, ensuring high levels of customer satisfaction and operational excellence.
- Honored with the Blue Club Diamond award since 04/01/19 and the Circle of Excellence Commitment award in 12/01/21 for outstanding leadership and performance.
- Earned Six Sigma Greenbelt certification in 12/01/15, demonstrating expertise in process improvement and driving operational excellence.
Phone
+639499955624
Certification
Earned Lean Six Sigma Greenbelt certification in December 2015, demonstrating expertise in process improvement and driving operational excellence.
Languages
English
Advanced (C1)
Timeline
Operations Manager, Customer Experience
Teleperformance Philippines, Inc.
03.2012 - 11.2024
Assistant Manager, Operations
Teleperformance Philippines, Inc.
10.2010 - 03.2012
Supervisor, Operations
Aegis PeopleSupport
10.2006 - 10.2010
Customer Expert, Operations
PeopleSupport Inc.
10.2004 - 10.2006
Bachelor in Business Management - Business Management
University of The Philippines
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