ARNI JOHN R. TORNEA JR.
Senior Operations Leader
Caloocan City
Summary
A seasoned Senior Operations Leader with 18+ years of experience in contact center operations, known for driving transformative change, optimizing performance, and consistently achieving business goals. Expertise spans across large-scale service delivery, operations management, and strategic leadership. Proven ability to lead diverse teams, manage complex projects, and improve both customer and employee satisfaction. Adept at adapting to high-pressure environments, managing cross-functional teams, and delivering results while maintaining a strong focus on operational efficiency, financial growth, and innovation.
Overview
19
19
years of professional experience
17
17
years of post-secondary education
Work History
Service Delivery Leader
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
04.2024 - Current
- Directed the strategic operations of a team of 900+ employees across five locations, overseeing voice and non-voice services and managing $12M in annual revenue
- Developed and executed performance management frameworks that successfully governed NPS, CET, and SLA, driving superior customer satisfaction and operational efficiency
- Drove substantial improvements in employee satisfaction by fostering a collaborative, engaged workforce, significantly reducing attrition
- Spearheaded key projects such as the Clearing House Initiative, improving process workflows, and the Return-to-Office Project, effectively managing transitions to new operational models
Service Delivery Manager
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
10.2021 - 05.2024
- Oversaw $5M in annual revenue, managing both voice and non-voice contact center operations with a focus on optimizing service delivery and team performance
- Led the successful launch of a non-clinical research project for UnitedHealth Group, coordinating a team of 20 bilingual advocates in Colombia to expand support services
- Orchestrated the Work-From-Home Transition, implementing asset management and connectivity solutions that ensured seamless service continuity during a critical time
- Launched the Influencer Project, driving improvements in NPS through targeted performance strategies and employee empowerment
Senior Service Account Manager
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
07.2018 - 10.2021
- Managed the operations of a team of 90–110 employees, providing specialized voice support services while driving performance excellence and improving customer experience
- Built and maintained high-performing teams through coaching and mentoring, with a strong focus on employee satisfaction and attrition management
- Represented the program in several site-wide engagements, strengthening the company’s community involvement and boosting employee morale
Assistant Manager – Customer Service
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
03.2015 - 07.2018
- Led customer service operations, enhancing service quality through process improvements and close collaboration with cross-functional teams
- Focused on maintaining high service levels while driving operational efficiency and achieving key performance targets
Team Leader
CONVERGYS PHILIPPINES SERVICES INC.
10.2009 - 01.2015
Customer Service Specialist
CONVERGYS PHILIPPINES SERVICES INC.
05.2006 - 10.2009
Education
Bachelor’s Degree - Marketing and Corporate Communications
San Beda College
01.2002 - 01.2006
Primary and Secondary Education - undefined
Notre Dame of Greater Manila
01.1989 - 01.2002
Skills
Strategic Operations Leadership
KPI & SLA Optimization
Employee Engagement & Retention
Change Management & Process Optimization
Capacity & Workforce Planning
Project Management & Delivery Excellence
Financial Forecasting & Budgeting
Workforce Transformation (WFM/Hybrid Models)
Timeline
Service Delivery Leader
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
04.2024 - Current
Service Delivery Manager
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
10.2021 - 05.2024
Senior Service Account Manager
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
07.2018 - 10.2021
Assistant Manager – Customer Service
OPTUM GLOBAL SOLUTIONS PHILIPPINES INC.
03.2015 - 07.2018
Team Leader
CONVERGYS PHILIPPINES SERVICES INC.
10.2009 - 01.2015
Customer Service Specialist
CONVERGYS PHILIPPINES SERVICES INC.
05.2006 - 10.2009
Bachelor’s Degree - Marketing and Corporate Communications
San Beda College
01.2002 - 01.2006
Primary and Secondary Education - undefined
Notre Dame of Greater Manila
01.1989 - 01.2002
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