Anthony Glenn Tan
Cainta
Summary
Resourceful and adaptable Director with 16 years of experience in BPO industry, with recent focus and expertise on Operations and Financial oversight, protocol development, process improvements and Leadership development. Team-oriented leader with expertise in employee engagement, client relationship management and operational efficiency improvement. Seeking to leverage background in operational leadership to fulfill role with exceptional organization.
Overview
15
15
years of professional experience
Work History
Associate Director
Concentrix
10.2023 - Current
- Led teams of up to 600+ personnel, supervising daily performance and improvement plans.
- Oversaw annual budget planning processes, ensuring financial goals were met while maintaining optimal resource allocation across departments.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
Director, Client Services and Operations
Teleperformance PH
10.2021 - 10.2023
- Managed client relationships to boost retention and maximise revenue.
- Managed daily operations by overseeing financials, Key Performance Indicators (KPIs) and employee performance.
- Lead group of Managers supporting operations, client relations, and employee development for a globally acclaimed and leading Consumer Electronics brands.
- Monitored Leadership performance and developed improvement plans.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
Client Services Manager
Teleperformance PH
07.2018 - 10.2021
- Responsible for KSAT delivery by gaining an in depth knowledge of the client's needs, maintaining strong client relationship by proactively providing feedback for their business improvement, providing effective and timely resolution, and achievement of the program's operational and financial goals.
- Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
- Increased revenue by obtaining and securing new accounts while providing value-added services to existing clients.
- Offered proactive resolutions while driving actionable responses to questions, concerns, or challenges.
Training Manager
Teleperformance PH
07.2014 - 07.2018
- Handled multiple programs widely spread in different verticals, geos and sites. Ranging from Travel and Hospitality, Consumer electronics, Retail and e-Commerce, across Domestic, UK and ANZ regions. Responsible for overall training quality and development of strategic actions to improve training delivery
- Analysed each department's training needs and developed new training programmes based on analysis.
- Created effective training course objectives, course content and all materials.
- Managed training calendar for entire fiscal year.
- Planned and led training programmes on staff development.
Product Trainer
Teleperformance PH
01.2010 - 07.2014
- Conduct New hire trainings, upskilling and cross-skilling training sessions for tenured agents
- Collaborated with Subject Matter Experts (SME)s to design impressive programme syllabus.
- Prepared instructional materials in handbooks, visual aids and demonstration models.
- Encouraged participation, interaction and feedback for dynamic adult learning sessions.
- Reviewed and modified course content and delivery based on feedback.
- Provided additional materials to enhance training.
Education
Bachelor of Science - Accountancy
Technological Institute of the Philippines
2008
Skills
- Financial leadership
- Revenue growth
- Financial management
- Operations oversight
- Leadership Performance Management
- Client service strategies
Timeline
Associate Director
Concentrix
10.2023 - Current
Director, Client Services and Operations
Teleperformance PH
10.2021 - 10.2023
Client Services Manager
Teleperformance PH
07.2018 - 10.2021
Training Manager
Teleperformance PH
07.2014 - 07.2018
Product Trainer
Teleperformance PH
01.2010 - 07.2014
Bachelor of Science - Accountancy
Technological Institute of the Philippines
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