Charmaine Gundran
Angeles City, Province Of Pampanga
Summary
Dynamic Operations Manager with a proven track record at Teleperformance PH, excelling in strategic issue analysis and team leadership. Enhanced customer satisfaction through effective communication and streamlined operations, resulting in increased profitability. Proficient in Microsoft Dynamics, I empower teams to achieve exceptional performance outcomes while fostering a culture of accountability.
Overview
15
15
years of professional experience
Work History
Operations Manager
Teleperformance PH (Formerly Majorel/Arvato)
Clark, Pampanga
02.2021 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Operations Coordinator
Majorel
Clark, Pampanga
02.2019 - 01.2021
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
Operations Supervisor
Majorel
Clark, Pampanga
07.2015 - 01.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Customer Service Representative
Arvato/Majorel
Clark, Pampanga
03.2014 - 06.2015
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Sales Representative
Stellar
Eastwood, Quezon City
11.2012 - 03.2014
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
Dental Nurse
Metrodental
Angeles City, Province Of Pampanga, Philippines
10.2011 - 07.2012
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
Company Nurse
Fortunecare Medicare
Angeles City, Province Of Pampanga, Philippines
10.2010 - 10.2011
- Conducted nursing assessment, triage, treatment and education for employee health concerns.
- Evaluated and administered pharmacological treatment to employee illness and injury by using standard and ethical nursing practices.
- Responded to emergencies onsite by rendering emergency medical care, CPR and prompt first aid treatment.
- Supplied wellness materials and information to employees to prevent sickness, fatigue and mental burnout while fostering positive company culture.
Education
Bachelor of Science - Nursing
Holy Angel University
Angeles City, Philippines04-2010
High School Diploma -
Holy Angel University
Angeles City, Philippines03-2006
Sto. Rosario Elementary School
Angeles City, Philippines03-2002
Skills
- Strategic issue analysis
- Team leadership
- Operations management
- Customer service
- Experienced with Microsoft Dynamics applications
- Proficient in office management
Timeline
Operations Manager
Teleperformance PH (Formerly Majorel/Arvato)
02.2021 - Current
Operations Coordinator
Majorel
02.2019 - 01.2021
Operations Supervisor
Majorel
07.2015 - 01.2019
Customer Service Representative
Arvato/Majorel
03.2014 - 06.2015
Sales Representative
Stellar
11.2012 - 03.2014
Dental Nurse
Metrodental
10.2011 - 07.2012
Company Nurse
Fortunecare Medicare
10.2010 - 10.2011
Bachelor of Science - Nursing
Holy Angel University
High School Diploma -
Holy Angel University
Sto. Rosario Elementary School