ANN JUDITH RELENTE
Pasig, Metro Manila
Summary
I am pursuing an elevated and more advanced role where I can apply my demonstrated leadership expertise and problem-solving abilities. I aim to consistently enhance customer service scores and foster client retention by providing comprehensive training to team members and paying meticulous attention to detail. Seasoned Operations Manager and talented leader with 8 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. 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
9
9
years of professional experience
Work History
Operations Manager
Isupport Worldwide Inc.
03.2020 - Current
- Manage the set-up, implementation, launch & maintenance of data projects with clients with minimal supervision
- Prepares and documents research plans, contracts, budgets, IRB submissions, case report forms (CRFs), and other study-related materials to assure quality, consistency, compliance, organization, storage, and accuracy across all assigned projects
- Create clear, succinct, and detailed registry summary reports and Standard Operating Procedures (SOPs)
- Monitor data quality and ensure appropriate actions are taken to achieve optimal data integrity
- Assist in requirements gathering and translate to best-in-class data collection and reporting outputs
- Work closely with internal teams to ensure registries are developed per specs, tested, and fully functional
- Ensure that all employees are correctly resourced and rostered to meet the Customer Demand
- Responsible to achieve contract and client expectations within target budgets
- Identify, prioritize, and resolve Issues and Risks proactively
- Drive invoicing and reimbursement schedules with all clients
- Assist with new business development activities by drafting scopes, proposals, and presentations
- Identify needs across the business and proactively provide solutions
- Provide leadership to staff (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure team members can deliver consistently and effectively in accordance with their Key Performance Indicators and ensure that the company policies are followed
- Primary payroll approver, hiring, and developing new employees.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
Service Desk Team Leader
Weserv Systems International, Inc.
08.2015 - 03.2020
- Ensure end users can make contact when required and to be able to do so efficiently
- Monitor and manage queue lengths and call wait times, keeping them to a minimum
- Escalate as appropriate when contact services are affected
- Monitor and maintain all Customer Contractual Service Level Targets and ensure these are met on a daily, weekly, and monthly basis
- Consistently achieve service levels within the RMC desk and identify service level releases
- Oversee the management of all cases through to successful closure
- Assure the provision of case management and support to end users in accordance with RMC Desk' Call Management and Escalation Procedures
- Act as a point of escalation for complaints or enquires or issues, in accordance with the complaints handling process
- The SDTL is the first point of escalation for all reporting staff, the Service Delivery Manager/s, and the customer
- Ensure that all job responsibilities of all reporting staff are being carried out through monitoring, tracking, and communication (Crucial for Case Management including follow-up and escalation.) Provide leadership to RMC Desk staff (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure Field Resource Coordinators can deliver consistently and effectively in accordance with their Key Performance Indicators
- Manage overall desk activities and ensure that all employees are correctly resourced and rostered to meet the customer's demand.
- Improved service desk efficiency by implementing streamlined processes and procedures.
- Enhanced team productivity through effective delegation and prioritization of tasks.
Education
Associate of Science - Electrical, Electronics Engineering Technologies
Technological University of The Philippines
Manila, Metro Manila, Philippines03.2010
Skills
- Process Improvement
- Maintenance Planning
- Program Administration
- Logistics Oversight
Accomplishments
- Hired as a team leader, got an early regularization letter then promoted as Assistant Operations Manager.
- A Stellar Graduate awarded as a Learning Champion out of 100 plus graduates.
- In 2023, I received the "Training Investors" Award for developing new potential leaders, preparing them for their roles and responsibilities, and generating revenue for the internal company.
Training And Certificates
- Certified Lean Six Sigma - White Belt
- Certified Lean Six Sigma Training: A Preparatory Guide for Aspiring Yellow, Grean, and Black Belt Certification
- 3-Hour training in Project Management Fundamentals: (PMP, CAPM, Google Project Management)
- How to become an effective manager
- Equipping the New Leader
- Productivity Management
- Agile Problem Solving
- Leading 21st Century Team (awaken the Catalyst in You)
- Coaching and Feedback
- Advance Excel workshop
Timeline
Operations Manager
Isupport Worldwide Inc.
03.2020 - Current
Service Desk Team Leader
Weserv Systems International, Inc.
08.2015 - 03.2020
Associate of Science - Electrical, Electronics Engineering Technologies
Technological University of The Philippines
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