Baby Jean Telmo
Operations Manager
Lemery, Batangas
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
8
8
Certifications
Work History
Operations Manager
Alorica
Quezon City
02.2019 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among team leaders and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with clients.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Manage 4 teams with 1 senior rep each and 10 agents per day
- Positively impacted site performance by hitting KPI goals
Team Leader
Alorica
Quezon City
02.2016 - 02.2019
- Manage 10 agents per day and coached them on w weekly basis to ensure each agents get their incentive
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Developed effective improvement plans in alignment with goals and specifications.
Product Trainer
Former NCO/EGS now Alorica
Quezon City
07.2012 - 02.2016
- Mentored 25 new hires per class, resulting in stronger staff development and increased productivity.
- Monitored new hire workflow and behaviors throughout training process.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Developed effective training plans based on department needs and objectives.
- Tracked attendance and evaluated progress for assigned trainees.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Communications Specialist
Former NCO/EGS now Alorica
Quezon City
01.2012 - 07.2012
- Maintained account website using content management systems.
- Announce it to account sharepoint to increase sales.
- Promoted company vision through announcements and communications.
- Collaborated with Training departments to create and implement internal communications.
- Recommended ways to increase employee engagement in incentives initiatives based on analysis of sales and voice of customer data.
Customer Care Representative
Former NCO now Alorica
Quezon City
08.2011 - 01.2012
- Resolved concerns with products or services to help with retention and drive sales.
- Managed over 30 customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
GED -
Alternative Learning System
Lemery, Batangas 06.2008 - 12.2008
Associate in Hotel And Restaurant Management - Hospitality
Lyceum of The Philippines
Capitol Site, Batangas 09.2004 - 01.2005
Skills
Group and individual instruction
Goal-setting
Classroom expertise
Public speaking
Training material development
Data analysis
Strategic partnerships
Operations management
Strategic planning
Performance Evaluations
Fluent in English
Teamwork Skills
Problem-Solving Skills
Administrative Skills
Certification
T-Mobile Special Request: Lead Transition
Timeline
Operations Manager
Alorica
02.2019 - Current
Team Leader
Alorica
02.2016 - 02.2019
Bankable Leadership
09-2015
Interpreting Performance Trend
04-2014
Problem Solving Skills Level – Root Cause Analysis
01-2013
Manager’s Indoctrination Training
01-2013
Training Needs Analysis and Module Design
12-2012
Delivering on the Customer Experience
09-2012
T-Mobile Special Request: Lead Transition
07-2012
Coaching Essentials
07-2012
Product Trainer
Former NCO/EGS now Alorica
07.2012 - 02.2016
Communications Specialist
Former NCO/EGS now Alorica
01.2012 - 07.2012
Customer Care Representative
Former NCO now Alorica
08.2011 - 01.2012
GED -
Alternative Learning System
06.2008 - 12.2008
Associate in Hotel And Restaurant Management - Hospitality
Lyceum of The Philippines
09.2004 - 01.2005