Summary
Overview
Work History
Education
References
Timeline
Generic
Arrah Andrea M. Ponce

Arrah Andrea M. Ponce

Angeles City

Summary

Skilled and meticulous Operations Manager with an exceptional record of exemplary performance. Extensive experience in customer service, sales, technical, retention and telemarketing. Strong familiarity with the telecommunication industry.

Overview

14
14
years of professional experience

Work History

Operations Manager

Telus Digital
11.2024 - Current
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Operations Manager

VXI Global Holdings, INC
07.2023 - 11.2024
  • Responsible for overseeing and optimizing the day-to-day operations of our business processes
  • Lead and manage the overall operations of the business unit, ensuring efficiency and compliance with company standards
  • Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals

Sales Manager

VXI Global Holdings, INC
03.2023 - 07.2023
  • Responsible for the success of their company’s sales department
  • Set goals for their LOB and produce monthly forecasting reports to see how well they’re doing in achieving those targets and budgets based on what’s happening with revenue streams so that everything runs smoothly from month to month

Team Leader

Teleperfromance
01.2021 - 03.2023
  • Attended to client meeting, presented performance review
  • Aligned individual performance expectations with organizational goals

Team Leader

VXI Global Holdings, INC
01.2018 - 01.2021
  • Develop performance goals collaboratively with direct reports
  • Ensured performance goals are clearly communicated and current

Senior Process Associate

TATA Consultancy Service
01.2017 - 01.2018
  • Expert in finding highly skilled interim and permanent talent pipelines to implement new technologies and processes quickly and efficiently
  • Prepared and updated employment records related to payroll

Billing, Technical and Retention Specialist

Sutherland Global Services
01.2012 - 01.2016
  • Maintained billing and technical call handling expectation
  • Retained customer through utilization of sales tools and techniques

Customer Service Representative

Teleperformance
01.2011 - 01.2012
  • Maintained call handling expectation
  • Resolved and addressed customer concerns by determining root cause through effective probing

Education

Bachelor's Degree - Nursing

University of Baguio
03.2011

References

Mischa Cordero, Senior Operations Manager, Telus Digital

63.9053001387

Crissalm Madrid, Operations Manager, Concentrix

09560468907

Joey Kim Caballero,Workforce Management, Supervisor, iQOR

63.917.580.8775

Timeline

Operations Manager

Telus Digital
11.2024 - Current

Operations Manager

VXI Global Holdings, INC
07.2023 - 11.2024

Sales Manager

VXI Global Holdings, INC
03.2023 - 07.2023

Team Leader

Teleperfromance
01.2021 - 03.2023

Team Leader

VXI Global Holdings, INC
01.2018 - 01.2021

Senior Process Associate

TATA Consultancy Service
01.2017 - 01.2018

Billing, Technical and Retention Specialist

Sutherland Global Services
01.2012 - 01.2016

Customer Service Representative

Teleperformance
01.2011 - 01.2012

Bachelor's Degree - Nursing

University of Baguio

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Arrah Andrea M. Ponce