Charlito "Charlie" C. Crujido
Novaliches
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager OIC
Convergys Philippines/ Concentrix Group
07.2023 - 02.2025
- Manage 27 total headcounts including Team Leader OIC, SMEs, & RAs
- Drives Performance and engagement activities for the program
- Care all new hires for the program
- Partners with the training team for curriculum review and nesting process improvement
- Keen with data analysis for action planning to meet metrics that matter: KPIs and financial levers
- Drives behaviors and issues accountability as needed
- Provides workable solutions and innovation ideas to clients for efficiency
- Partners with SQEs, risk and compliance officers, managers, and clients for SOP implementation
- Develops talents from within
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions.
- Conducted process audits to identify areas for improvement and implemented best practices.
Sales Team Leader
Convergys Philippines/ Concentrix Group
05.2018 - 07.2023
- Built strong team by recruiting and developing top sales talent.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
- Developed strong relationships with key clients, resulting in increased customer satisfaction and retention.
- Boosted sales performance by implementing effective team training and coaching strategies.
Sales Associate
Convergys Philippines/ Concentrix Group
05.2015 - 05.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Data Analyst
Super 8 Retail Inc.
09.2012 - 01.2015
Education
Bachelor of Science - Accountancy
Holy Name University
Tagbilaran City, Bohol01.2010
Skills
- Customer service
- Operations management
- Team leadership
- Operational efficiency
- Planning and implementation
- Staff management
- Policies and procedures implementation
Accomplishments
- Client Awardee - HIPER Manager
- 2024 Rockstar Awardee - Q1
- 2023 Top Team Leader - Q2, Q3 & Q4
- 2022 Top Team Leader
- Best in ESAT year 2023 & 2024
- Lowest in attrition - 2023 & 2024
Trainingsattended
- Leadership Academy Training
- Team Leader On-Boarding Program
- Extensive Coaching
- Lean Six Sigma - Yellow Belt
- Convergys Leaders as Coaches 1 and 2
- Trained and Certified in Lead Generation
- Trained and Certified in Data Entry
Certification
• Top Team Manager 2023
• Client Awardee - HIPER Manager 2023
• Top Team Manager 2022
• Trained and Certified in Social Media Management
• Trained and Certified in Data Entry
• Trained and Certified in Graphics Design
• Trained and Certified in Facebook Advertising
• Trained and Certified in Lead Generation
Timeline
Operations Manager OIC
Convergys Philippines/ Concentrix Group
07.2023 - 02.2025
Sales Team Leader
Convergys Philippines/ Concentrix Group
05.2018 - 07.2023
Sales Associate
Convergys Philippines/ Concentrix Group
05.2015 - 05.2018
Data Analyst
Super 8 Retail Inc.
09.2012 - 01.2015
Bachelor of Science - Accountancy
Holy Name University
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