Benny Jr Bornales
Operations Manager
Paranaque City,RIZ
Summary
Well Experienced Professional in various fields in People Management and Leadership, Training and Development, Human Resources and Operations and Client Management.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Operations Manager
Uniquest
03.2023 - Current
- Responsible for attainment of overall metrics of different lines of business of Operations
- Implement
- Best practices and determine root cause of underperformance and implement action plans to improve
- Conduct regular performance reviews for all staff
- Create and issue scorecard to all team leaders and
- Ensure that team leaders issue scorecards to staff
- Perform coaching to team leaders and ensure that the staff are coached regularly
- Review QA performance of the team and create Action plans to improve customer experience
- Perform attrition analysis and plan training for the account
- Perform Corrective action and reinforce team discipline
- Ensure operations remain aligned with the values of the business
- Assist client with the development / improvement, implementation and management of policies
- And/or processes
- Created with Jobstreet Profile
- Develop, implement, and manage staff career development plans
- Assist with recruitment, including interviews
- Assist with the development / management of rosters/schedules to ensure coverage
- Manage unplanned day-to-day operational tasks/duties/responsibilities
- Ensure on-going staff coaching, training and development
- Manage and report statistics to client
- Manage unplanned day-to-day operational tasks/duties/responsibilities.
Operations Manager
MicroSourcing
03.2023 - 03.2024
- Responsible for attainment of overall metrics of different lines of business of Operations
- Implement
- Best practices and determine root cause of underperformance and implement action plans to improve
- Conduct regular performance reviews for all staff
- Create and issue scorecard to all team leaders and
- Ensure that team leaders issue scorecards to staff
- Perform coaching to team leaders and ensure that the staff are coached regularly
- Review QA performance of the team and create Action plans to improve customer experience
- Perform attrition analysis and plan training for the account
- Perform Corrective action and reinforce team discipline
- Ensure operations remain aligned with the values of the business
- Assist client with the development / improvement, implementation and management of policies
- Created with Jobstreet Profile and/or processes
- Develop, implement, and manage staff career development plans
- Assist with recruitment, including interviews
- Assist with the development / management of rosters/schedules to ensure coverage
- Manage unplanned day-to-day operational tasks/duties/responsibilities
- Ensure on-going staff coaching, training and development
- Manage and report statistics to client
- Manage unplanned day-to-day operational tasks/duties/responsibilities.
Team Manager
TDCX
12.2021 - 11.2022
- Oversees frontline Chat agents for Custoner service and sales
- Provides leadership support including but not limited to Coaching
- Performance Management, Rewards and Recognition, Performance Appraisals to direct reports
- Report directly to the Project Manager
- Attend to meetings both Operational and Client Mandated
- Consistently performs client required tasks such as RCAs, Client
- Deliberations, Training
- Prepares Business reviews in the team level
- Manifests consistency in performance by meeting targets
- Collaborates with other departments with the company for employee development
- Engages with company activities through active participation.
Team Manager
CSS Corp
08.2020 - 12.2021
- Oversees frontline Chat agents for Custoner service and sales
- Created with Jobstreet Profile
- Provides leadership support including but not limited to Coaching
- Performance Management, Rewards and Recognition, Performance Appraisals to direct reports
- Report directly to the Project Manager
- Attend to meetings both Operational and Client Mandated
- Consistently performs client required tasks such as RCAs, Client
- Deliberations, Training
- Prepares Business reviews in the team level
- Manifests consistency in performance by meeting targets
- Collaborates with other departments with the company for employee development
- Engages with company activities through active participation.
TEAM MANAGER
Amazon
07.2019 - 08.2020
- Oversees and Leads frontline CSAs of a headcount of 20
- Provides daily coaching on performance metrics
- Executes policies and directives of the campaign both continuing and the updated ones
- Conducts Team Meetings to provide team direction and calibration
- Attends to day to day work related needs of the CSAs
- Participates in meetings done within the cluster
- Reports directly to the Group Manager of the Cluster
- Prepares business reviews consistently to show progress and AFIs of the Team
- Performs 3rd Month and 5th Month Business Reviews of the CSAs
- Assess performance and recommends CSAs for Regularization
- Endorse deserving CSAs for promotion
- Joins ad-hoc committees in the Site for “extra-curricular” activities
- Created with Jobstreet Profile
- Attends Sr
- Leadership meetings and skip level meetings to create mechanisms to further improve over-all performance
- Train and Develop CSAs to their best potentials
HR Manager
TAKTYL STUDIOS
12.2018 - 07.2019
- Oversees the Organizational Development structure of the Company
- Manages the Recruitment, Employee Relations and Training and
- Development Facet of HR
- Co-Oversees the Recruitment Facet of Human Resources
- Attend Executive Meetings
- Approves Salary Job Offers
- Signs and Executes Employment Contracts
- Co-authored the Company’s Code of Conduct and Schedule and
- Classification of Offenses
- Reports Directly to the Chief Operating Officer
- Ensures Company complies with Labor Standards in terms with the
- DA Process and Progressions
Homebased Customer Service Manager
Home Elite Stores
04.2018 - 12.2018
- Headed the Customer Service campaign of Home Elite Stores all over
- California
- Maintains the CRM for all customers of Home Elite Stores
- Ensures all customer concerns, queries and escalations are taken cared of
- Leads the customer service team of Home Elite Stores
- Establish and strengthen client relationship
- Provides training to customer service staff
- Created with Jobstreet Profile
- Attend ManCom meetings regularly
- Prepares, Interprets and submits client customer service related reports
- Recommends solutions pertinent to improve all customer service channels
Training Supervisor
RYOAKI GROUP OF COMPANIES INC
09.2017 - 04.2018
- Function as Training Head for the entire Group of Companies
- Design, Implement and Assess Training Programs for the different business
- Conducts regular HR Orientation and New Employee Orientation
- Leads a team of Training Officers and Technical Trainers
- Developed certification programs for Trainer development
- Collaborates with Department heads and managers to increase training effectiveness
- Performs TNA based on the training results
- Attends training meetings with the President to show training reports
- Attends regular calibration meetings with the Department heads to understand new trends in business
- Co-function as Employee Engagement Supervisor for company events
- Recruitment functions on the side
- Facilitate Train the Trainers program
- Can handle soft skills and technical training programs
Shift Manager
Hinduja Global Solutions
09.2016 - 09.2017
- Headed the Customer Service and Sales Campaign for a leading manufacturer for premium speakers from the US
- Created with Jobstreet Profile
- Managed a capacity of 100 FTEs and 7 Supervisors
- Attended to Client inquiries/feedback/concerns and day to day interactions
- Reports directly to the Operations Manager and Operations Director
- Prepares the staffing capacity and schedule/s of the FTes as communicated with Workforce
- Participates in the Staffing and Headcount projection on a weekly basis
- Attend to Client Calls/Meetings on a regular basis
- Submits a Daily EOD Operations Report to the Operations Manager and Operations Director
- Participates in the Weekly Site Managers Meeting
- Manage the Supervisors in terms of their compliance in Phone time
- Coaching and Audit deliverables as required by the client
- Ensured proper scheduling for Supervisors to ensure coverage and capacity
- Attend Weekly Client Process Calibration/s
- Approves/Denies Agent and Supervisor Leave Requests
- Ensures queue management for both Avail and AHOD times
- Coordinates with HR for employee movements
- Prepares and Executes Performance Appraisal for Supervisors
- Signs and Executes Failed Certification/Performance for FTes
- Calibrates with Quality and Training for Agent’s AFIs
- Ensures KPIs targets are achieved in a consistent manner
- Formulates RCA to understand FTE needs in terms of work life balance
- Created with Jobstreet Profile
- Ensures that High Employee Morale is maintained in by conducting regular skip level/FGDs
- Conducts return to work interviews for Absent Employees
- Performs interviews for Support Applicants both internal and external
- Analyses daily performance report to Operations and works on
- Action Plans to address performance gaps
- Initiated TNA to address agents Training Needs
- Conducts one on one with Supervisors on a Daily Basis for their
- Individual and Team Performance
- Provides coaching and direction to Supervisors in handling their teams
- Conducts Triad Coaching/s weekly to address Coaching Efficiency of Supervisors
- Monitors compliance report for Supervisors progress
- Performs administrative Functions for Supervisor development
- Recommends Supervisor/s for Promotion or movement when necessary.
Homebased Sales and Marketing Officer
ReMax Real, Estate John Johnson
09.2015 - 08.2016
- Headed the Tele-Sales Team in the US for all Sales and Marketing
- Campaigns in Real Estate
- Trained and develop Tele-Sales Agents in terms of Product
- Knowledge and Sales Skills
- Devised and Created Training Modules for Sales and Marketing
- Attend Client Meetings and Training
- Hired and Recruited Off-shore Tele-Sales agents for the ramp campaign
- Created with Jobstreet Profile
- Designed the Tele-Sales process and funnel for calibration
- Listened to and evaluated calls to ensure Quality
- Created weekly and monthly reports to show progress
- Validate sales calls to ensure process is followed
- Sales, Marketing and Operations Manager at El Circulo
Convention Center
10.2014 - 09.2015
- Designed, implemented and executed processes in Admin to strengthen human resource
- Co-implemented diverse marketing strategies to meet sales quota
- Managed the Convention Center and Restaurant operations in a daily basis
- Oversee all Restaurant and Banquet Operations
- Interview, assess and hire pertinent needed human resource
- Collaborated with Human Resources Department in processing of employee regularizations, assessments and admin needs
- Worked directly with the Board of Directors to update consistent performance
- Strengthen alliance with partners, clients and co-contributors of the company
- Formulated process flows to ensure efficiency
- Conducted daily and weekly pertinent training in relation to sales and customer service
- Authored several initiatives in enhancing marketing campaigns
- Partnered with the media, local government and some non- government organizations for future projects and activities to be held at
- El Circulo Convention Center
- Helped other departments by conducting sales trainings
- Created with Jobstreet Profile
- Determined all training needs of employees both in terms of interpersonal and technical
- Attended several pertinent meetings, collaborations, symposiums, workshops in relation to meeting sales targets
- Increased restaurant sales consistently during my term
- Participated in the Annual Planning to calibrate and align goals for the year
- Represented the Company in various activities.
Virtual Admin Officer/Recruitment
Livehire
12.2013 - 10.2014
- Transcription of Word/PDF CVs to an Online CV
- Understanding of each Job Specialty and Qualifications based on
- Australian Market
- Contact CV
Telemarketer/Virtual Assistant
Melissa Schembri
03.2013 - 11.2013
- Finalize and Approve Digital CVs for Live posting in the market
- Attend client call calibrations
- Coordinate with Client/Director daily
- Handled Client/Customer Calls and Emails
- Participate in the Continuous improvement initiatives and programs, Set appointments for Melissa Schembri
- Called prospects for an event by Melissa Schembri
- Build database of list
- Handled customer inquiry calls
- Created with Jobstreet Profile
- Collaborated with Melissa daily for upcoming events and marketing strategies
- Sent mass emails via Mailchimp
- Called schools for Happiness Challenge
- Wrote scripts and newsletters
- Attended Webinars regularly
- Researched pertinent information for marketing needs
Sr. Inside Sales Officer
Matt O’Neill Real Estate
12.2012 - 05.2013
- Handled both Inbound and Outbound Sales Support
- Handled both Seller and Buyer Calls
- Handled calls for FSBO ( For sale by owner) and Expired leads
- Set appointments for our Real Estate experts
- Attended all pertinent real estate training
- Maintained and Managed Infusionsoft Leads
- Designate and Delegate Data Traffic to Telemarketers
- Attended webinars regularly
- Collaborated with the owner for performance metrics indicators
- Joined the competitive edge meeting weekly
- Leased with the Closing Coordinator for check and finalize contracts
- Overseen the performance and functions of the ISAs
- Participated in the recruitment and deployment of new ISAs
- Created with Jobstreet Profile
- Appointment Setter at For Sale For Lease
Appointment Setter
FREEWAY COMMUNICATIONS
04.2012 - 12.2012
- Handled all Telemarketing Campaigns for For Sale For Lease
- Attended Real Estate selling and buying training
- Contacted realtors for a Realtor Development workshop
- Set appointments for CEO for sellers wanting to sell properties online all over AU
- Initiated the predictive dialer program for Telemarketers
- Formulate, Design, Implement and Execute Sales Training Programs
- Schedule and attend webinars
- Attend client calls daily, weekly and monthly
- Input data to client website for Website Traffic monitoring
- Represent For Sale For Lease in meetings and online conferences
Appointment setter, Head of Sales
Elements Health Plans
12.2011 - 04.2012
- For both EMR and Internet Service Account
- Called Doctors/Hospital administrators/Hospital Presidents for a webinar regarding EMR
- Made follow-ups for prospects
- Answered initial queries
- Scheduled/confirmed attendees for the scheduled webinar
- Attended daily/weekly conference calls with client
- Used a CRM and dialer to contact prospects
- Attended client led training
- Created with Jobstreet Profile
- Provide in dept knowledge for the continuous success of the campaign
- Propose strategies and methodologies to enhance results
Chief appointment setter/Head of Sales
03.2011 - 12.2011
- Consistently delivers appointment quotas weekly/monthly
- Attend remote client calibrations once a week
- Attend remote business meetings twice a month
- Provide in dept knowledge for the continuous success of the campaign
- Propose strategies and methodologies to enhance results
- Represent Elements Health Plans in all telephone conversations
- Reports directly to the President and Founder of the company
- Provide daily reporting and feedback on performance
Operations Manager
INNOVATIVE BUSINESS SOLUTIONS
10.2010 - 03.2011
- Served as main Client contact for an outbound Australian Telco
- Account
- Collaborated with the CEO to establish an outbound call center
- Formulated, Developed, Executed and Facilitated Standardized
- Outbound Training Modules
- Streamlined practices for Call Center Operations
- Authored practices to maximize agent development
- Managed agent performance through efficient scheduling, distribution of manpower and proper delegation of tasks
- Attended client calls regularly
- Created with Jobstreet Profile
- Proposed multiple business development plans for client expansion
- Coordinated with potential clients for outsourcing plans
- Managed, Maintained and Enhanced client relationship
Sr. Team Manager
Sutherland Global Services
Pioneer Supervisor
11.2009 - 10.2010
- Davao City - Actively participated in streamlining processes with the account - Attended Client-led training - Devised strategies to maximize agent potentials - Devised sales and communication module for sales associates - Authored several initiatives for agent development - Transferred to Clark, Pampanga Site to help pioneer bacth for the sales account - Facilitated Product Training together with the Training Supervisor - Headed pioneer batch for sales account in Pampanga - Synergized with Management and Support teams to initiate processes - Primary point of contact for Pampanga Site - Organized scheduling for associates and support teams weekly - Initiated processes to increase agent potentials - Organized, Facilitated and Managed associates for the major seasonal event for the account - Partnered closely with Management to foster campaigns for agent development
- Created with Jobstreet Profile - Determined Root Cause analysis for agent’s performance based on conversion rates - Lead AHT reduction process - Standardized all operations related processes to ensure efficiency
Team Lead
Convergys Philippines Services Corporation
09.2008 - 09.2009
- Devised online transfer tracker to help up in the transfer rate reduction process
- Active in all implementations to streamline processes to optimize agent performance
- Attend Client Calibrations weekly
- Maintained agent morale and reduce attrition and turn-over
- Achieve client expectation by hitting all the metrics
- Provided coaching and feedback to agents consistently
- Devised an html based agent’s website to ensure fast and easy account related access - Calibrated with support departments to align processes
- Conducted weekly training and touch-base to all direct reports
- Attend program and site specific training/s to ensure continuous efficiency
- Achievements - Best Team Award for AHT, December 2008 - Best Team Award, January 2009 - Best Team Leader Award, 2009
Team Lead
Teletech Customer Care Management, INC
11.2006 - 11.2008
- Years 0 months) - Headed a Team of 20 New associates
- Created with Jobstreet Profile - Conducted daily coaching to assess and monitor performance - Understood each metric requirements to further assess agent performance - Processed regularization of associates - Attended to calls (calibrations, conference calls) as scheduled - Spearheaded various initiatives both for agent development and supervisor development - Attended required training both for the account specifics and also for supervisor development - Listened to, evaluated and scored agents’ calls based on the metrics given - Displayed the role with utmost credibility - Enhanced agent’s performance through balance work0life coaching - Delivered company initiatives and announcements real time - Touched base with the Operations Manager for daily updates from clients and team’s performance - Discussed with Quality and Training possible initiatives that would increase agent productivity - Developed strong partnership with other departments to ensure efficient performance
- Achievements - Top TL- Blue Globe Awards, 2008 - Top Team in AHT, Reliability and Transfer Rate - 2nd Runner Teletech Idol, 2007
Business Manager
Callbox Customer Contact Solutions
08.2005 - 11.2006
- Started as an agent for several Outbound Accounts for:
- Created with Jobstreet Profile a
- Medical Services b
- IT Products and Services c
- Software Services d
- Merchant Services e
- Residential Services
- Promoted to Sales Coach and Quality: - Developed Sales Training Module for all Telesales and
- Telemarketing accounts - Pioneered the Sales Coach post and took the lead the formulating telemarketing and telesales scripts
- Developed rebuttals for every sales/telemarketing objections - Evaluated and monitored calls to assess agent’s performance - Implemented various strategies to increase agent performance and revenue for the company
- Promoted to a Business Manager:
- Handled the following outbound accounts: - Marketing Surveys - Lead Generation Campaigns - Hot Transfer Campaigns - Tele-Sales Campaigns - Appointment Setting Campaigns - Headed a department of 4 Team Leads and 40 agents
- Created with Jobstreet Profile - Updated the SugarCRM database daily for client access - Facilitated the daily download of lists for outbound calls 20,000 per area
- Formulated CONTRACTS favorable for the client and the company - Main Client Contact for department performance, financials and updates
- Scheduled weekly and monthly touch base with the client and the
- CEO to update financials, upgrades, updates and some challenges with the areas needed
- Facilitated client negotiations on Contract Renewals and Disputes
- Rates per Services and Referral Programs - Conducted a Weekly Operational Review - Enforced the weekly up-training for associates - Coordinated with Quality and Training for planning and enforcement of management directions
- Discussed performance review of the program to the client on a daily basis
- Assessed Team Leads’ performance and prepare them for career growth
- Attended regular conference calls as scheduled
- Achievements - Best Sales Coach Award, 2005 - Top Department in Sales, 2006 - Best in QA department
- Created with Jobstreet Profile
Training Officer
SM Corporate Office
04.2005 - 05.2005
- Designed and Implemented Employee Development Modules - Facilitated company default modules for new hires - Organized training modules to fit employee needs - TNA - Executed directives from Training Managers and Sr
- Tr
- Managers - Attended regular executive meetings - Traveled from one site to another to conduct trainings
Training Officer
Moldex Realty Marketing
08.2004 - 01.2005
- Designed and Implement Sales Training Modules - Conducted Sales Training for newly hired sales associates both in- site and off-site - Monitored and evaluate sales programs for sales associates - Delivered reports to the Sales and Training Manager on a weekly basis - Conducted interviews and assessments for walk-in applicants - Forecasted goals and quota for associates to keep track on a weekly basis
Customer Service Associate
Ambergris Solutions, INC
05.2004 - 07.2004
- Frontline associate for a Technical Account - Handled inbound calls as required by the company
- Top Agent for QA
- Created with Jobstreet Profile
Education
Bachelor of Psychology - Psychology
La Salle
Skills
Team Management
undefinedTimeline
Operations Manager
Uniquest
03.2023 - Current
Operations Manager
MicroSourcing
03.2023 - 03.2024
Team Manager
TDCX
12.2021 - 11.2022
Team Manager
CSS Corp
08.2020 - 12.2021
TEAM MANAGER
Amazon
07.2019 - 08.2020
HR Manager
TAKTYL STUDIOS
12.2018 - 07.2019
Homebased Customer Service Manager
Home Elite Stores
04.2018 - 12.2018
Training Supervisor
RYOAKI GROUP OF COMPANIES INC
09.2017 - 04.2018
Shift Manager
Hinduja Global Solutions
09.2016 - 09.2017
Homebased Sales and Marketing Officer
ReMax Real, Estate John Johnson
09.2015 - 08.2016
Convention Center
10.2014 - 09.2015
Virtual Admin Officer/Recruitment
Livehire
12.2013 - 10.2014
Telemarketer/Virtual Assistant
Melissa Schembri
03.2013 - 11.2013
Sr. Inside Sales Officer
Matt O’Neill Real Estate
12.2012 - 05.2013
Appointment Setter
FREEWAY COMMUNICATIONS
04.2012 - 12.2012
Appointment setter, Head of Sales
Elements Health Plans
12.2011 - 04.2012
Chief appointment setter/Head of Sales
03.2011 - 12.2011
Operations Manager
INNOVATIVE BUSINESS SOLUTIONS
10.2010 - 03.2011
Pioneer Supervisor
11.2009 - 10.2010
Team Lead
Convergys Philippines Services Corporation
09.2008 - 09.2009
Team Lead
Teletech Customer Care Management, INC
11.2006 - 11.2008
Business Manager
Callbox Customer Contact Solutions
08.2005 - 11.2006
Training Officer
SM Corporate Office
04.2005 - 05.2005
Training Officer
Moldex Realty Marketing
08.2004 - 01.2005
Customer Service Associate
Ambergris Solutions, INC
05.2004 - 07.2004
Sr. Team Manager
Sutherland Global Services
Bachelor of Psychology - Psychology
La Salle
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