Arian Katherina Faye Embile
Operations Manager
Marikina City, Metro Manila
Summary
Accomplished Operations Manager with a proven track record at TELUS International Philippines, specializing in process improvement and strategic planning. Expert in enhancing operational efficiency and customer satisfaction, leading to increased profitability. Skilled in data analysis and fostering strong client relationships, with a knack for problem-solving and staff management. Achieved significant improvements in employee retention through effective leadership. Lean Six Sigma Yellow Belt Certified
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Operations Manager
TELUS International Philippines
05.2024 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Operations Team Leader
TELUS International Philippines
05.2019 - 04.2024
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Boosted employee morale with proactive recognition programs, ultimately improving retention rates.
- Provided effective leadership during periods of change or transition within the organization.
- Sat on new hire interviewing panel and made recommendations.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Sales Verifier
Telus International Philippines
09.2018 - 01.2019
- Monitored ongoing trends in verification methodologies and technologies, staying current on best practices in the field.
- Maintained strict confidentiality when dealing with sensitive personal information throughout the entire verification process.
- Updated internal databases regularly with verified information, facilitating easy access for all team members involved in the process.
- Identified potential areas of risk or fraud during the verification process, mitigating potential losses for clients and the company.
- Call auditing and monitoring of random agents to observe if there’s any Sales Violation •
- Sending emails of coaching opportunities and recommendations for any observed infractions per call •
- Calibration to make sure 100% accuracy within the team.
Subject Matter Expert
TELUS International Philippines
03.2018 - 08.2018
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Technical Support Representative
TELUS International Philippines
07.2017 - 02.2018
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Operations Team Leader
Concentrix
11.2016 - 06.2017
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Subject Matter Expert
Concentrix
09.2016 - 11.2016
- Mentored junior team members, contributing to their professional growth and development.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Customer Service Representative
Concentrix
03.2014 - 09.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Human Resources Development
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 04.2001 -
Skills
Operations Management
Problem-Solving
Decision-Making
Business Planning
Planning and Implementation
Strategic Planning
Client Relationships
Performance monitoring
Process Improvement
Staff Management
Organizational Management
Operations Monitoring
Data Analysis
Certification
Lean Six Sigma Yellow Belt
Timeline
Operations Manager
TELUS International Philippines
05.2024 - Current
Lean Six Sigma Yellow Belt
11-2022
Operations Team Leader
TELUS International Philippines
05.2019 - 04.2024
Sales Verifier
Telus International Philippines
09.2018 - 01.2019
Subject Matter Expert
TELUS International Philippines
03.2018 - 08.2018
Technical Support Representative
TELUS International Philippines
07.2017 - 02.2018
Operations Team Leader
Concentrix
11.2016 - 06.2017
Subject Matter Expert
Concentrix
09.2016 - 11.2016
Customer Service Representative
Concentrix
03.2014 - 09.2016
Bachelor of Science - Human Resources Development
Polytechnic University of The Philippines
04.2001 -