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Anne Lorraine Andaya Predonio
Transitions Senior Manager
Santa Maria,Bulacan
Summary
As a strategic Global Project Manager with 8+ years of experience, I empower diverse teams to translate visions into high-impact realities. My expertise: accelerating revenue, pioneering optimization, and executing multi-million dollar ventures. I wield data for informed decisions and cultivate sustained brilliance, powered by Agile and Lean principles.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Transitions Senior Manager
TELUS International Philippines
Quezon City
06.2023 - Current
- Led customer support launches and international growth initiatives for major technology and cryptocurrency companies, rapidly scaling teams (up to 1000+ representatives) while optimizing operations for enhanced customer experience.
- Successfully managed diverse project teams delivering services such as content moderation for social media, quality assurance for a global networking site, and trilingual technical support.
- Executed projects in alignment with global strategies, including health and retirement benefits campaigns and expanding support operations for a global payment platform.
Global Senior Workforce Manager
TELUS International Philippines
Pasig City
07.2019 - 06.2023
- Developed and executed strategies to align global operations with long-term objectives, resulting in an 8.4% increase in revenue-generating team members and 100% successful completion of program launches, growth, ramp-downs, and relocations.
- Successfully implemented Return to Office & Work from Home projects, achieving 100% completion of deployments and a boost in employee engagement.
- Supervised the launch of a Global Command Center team in the Philippines, generating $147K in cost savings over 12 months and effectively training 30 personnel within six months.
Operations Manager and Operations Team Leader
TELUS International Philippines
Quezon City
09.2015 - 01.2019
- Results-oriented operations professional with a strong project management background and a demonstrated ability to execute complex initiatives. Adept at planning, coordinating, and overseeing all aspects of operational activities, from resource allocation to performance monitoring and improvement.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Workforce Specialist
TELUS International Philippines
Pasig City
04.2013 - 08.2015
- Developed and implemented forecasting models and multi-site reporting processes that significantly improved workforce planning accuracy by 50%, achieved 95% of budget-based account KPIs, and enabled 90% adherence to service level agreements.
- Evaluated workforce analytics data to identify trends and make informed decisions regarding staffing needs, optimizing resource allocation throughout the organization.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Operations CSR and SME
TELUS International Philippines
Taguig City
09.2010 - 03.2013
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Education
Some College (No Degree) - Business Information Management
Asian Institute of Computer Studies
Marilao, Province Of Bulacan, Philippines 06.2007 - 04.2009
Skills
Team Management
Workforce Management
Strategic Project Management
AGILE , Lean and Star Methodology
Risk, Issues and Change Management
Strategic Operations Management
Documentation and reporting
Cross-functional team coordination and collaboration
Stakeholder and Customer Relationship Management
Data-driven decision making
Performance tracking and evaluation
Certification
Beyond - Senior Leadership Program (Axialent), 2021
Awards
- TELUS Spirited Team Work Awardee, 2024, TELUS Digital Philippines
- Quarterly Business Review Client Commendation, 2024, TELUS Digital Philippines
- TELUS Passion for Growth Awardee, 2021, TELUS Digital Philippines
Interests
Photography
Timeline
Transitions Senior Manager
TELUS International Philippines
06.2023 - Current
Global Senior Workforce Manager
TELUS International Philippines
07.2019 - 06.2023
Operations Manager and Operations Team Leader
TELUS International Philippines
09.2015 - 01.2019
Workforce Specialist
TELUS International Philippines
04.2013 - 08.2015
Operations CSR and SME
TELUS International Philippines
09.2010 - 03.2013
Some College (No Degree) - Business Information Management
Asian Institute of Computer Studies
06.2007 - 04.2009