Angelique Resultay
Makati City
Summary
Dynamic leader with extensive experience at Alorica, enhancing operational efficiency and employee productivity through strategic planning and effective leadership. Excelled in operations management and team collaboration, achieving significant improvements in performance metrics and customer satisfaction. Skilled in data analysis and employee coaching, fostering a culture of continuous improvement and operational excellence.
Overview
7
7
years of professional experience
Work History
Senior Operations Manager
Alorica
01.2023 - Current
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
Business Intelligence Manager
Alorica
07.2022 - 12.2022
- Established best practices for data governance policies, ensuring compliance with industry regulations and standards while maintaining data integrity across all systems.
- Streamlined reporting processes for increased efficiency and accuracy in data analysis.
- Optimized data warehousing architecture, ensuring seamless integration of multiple data sources.
- Provided training to end users, ensuring proper understanding and utilization of business intelligence reports and tools.
- Enhanced overall business strategy with the implementation of predictive analytics techniques for better forecasting.
Coach
Alorica
02.2018 - 10.2019
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
Operations Manager
Alorica
11.2019 - 06.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Education
Bachelor Of Science In Nursing -
University of Pangasinan
Dagupan City Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Procedure optimization
- Operational excellence
- Business planning
- KPI tracking
- Employee coaching
- Key performance indicators
- Standard operating procedures
- Employee engagement
- Data analysis
- Operations oversight
- Performance improvement
- Team leadership
- Relationship building
- Change management
- Goal setting
- Employee motivation
- Teamwork and collaboration
- Effective leader
- Quality assurance
- Decision-making
- Customer service
- Performance evaluation and monitoring
- P&L management
Timeline
Senior Operations Manager
Alorica
01.2023 - Current
Business Intelligence Manager
Alorica
07.2022 - 12.2022
Operations Manager
Alorica
11.2019 - 06.2022
Coach
Alorica
02.2018 - 10.2019
Bachelor Of Science In Nursing -
University of Pangasinan
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