CHE LOID BULANON
MANDAUE CITY
Summary
Experienced with both Operations and Training operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management to ensure optimal operational performance.
Overview
14
14
years of professional experience
Work History
Operations Manager
IGT Solutions Inc
Alabang, Muntinlupa City
07.2025 - Current
- Streamline daily operations, enhancing workflow efficiency across multiple departments.
- Lead cross-functional teams to ensure alignment on strategic goals and operational execution.
- Built and maintain strong client relationships, acting as the primary escalation point and ensuring alignment with client expectations and contractual obligations.
- Collaborat cross-functionally with Quality Assurance, HR, IT, and Training teams to support operational objectives and address key business challenges.
- Oversee compliance with company policies, client requirements, and regulatory standards, maintaining audit readiness and data security.
- Play a key role in onboarding new clients/processes, managing knowledge transfer, SOP creation, and ramp-up execution.
Deputy Manager - Training
WNS Inc.
Iloilo City, Province Of Iloilo, Philippines
05.2023 - 07.2025
- Supports Trainers and Assistant Training Managers by assisting with the administration of business operations, training plans and procedures.
- Leads the development and implementation of operational strategies, policies, and standard procedures; provides subject matter expertise to Training Team.
- Responsible for monitoring the performance of OJT/nesting up until endorsement to Operations.
- Conducting and Identifying TNI/TNA for processes which Operations is in need of help for performance improvement.
- Responsible for developing and optimizing the staff development and staff training initiatives through the creation of training materials and internal guidance resources.
Assistant Manager - Operations
WNS Inc.
01.2022 - 05.2023
- Responsible for managing 15-20; Attainment of Client set goals, efficiency of targets and overall team performance.
- Responsible of KPI reportings, Client meetings and overall management of the account.
- Conducts regular performance management to improve challenged members, SMEs and lead associates in making sure that they are engaged to promote best place to work environment.
Product Trainer
Teleperformance Philippines
03.2021 - 01.2022
- Responsible for building the foundation of the newly hired trainees.
- Making sure to deliver the agenda set with the corresponding timeline (Soft skills training, Process and Product Training and Behavioral session trainings).
- Responsible for up-skilling and additional request from Operation to do quick knowledge check to ensure agents are still align with the process.
Operations, Supervisor
Teleperformance Philippines
08.2015 - 03.2021
- Responsible for direct supervision of 20-25 agents; Attainment of Client set goals, efficiency of targets and overall team performance.
- Deliver direct coaching sessions and address knowledge gaps to the team.
- Conducts regular performance management to improve challenged members and making sure that agents are engaged to promote best place to work environment.
Customer Service Representative
Teleperformance Philippines
06.2014 - 08.2015
- Talking inbound calls and catering request from guest for reservation bookings, change and cancellation.
- Also, ensuring that we promote excellent customer service following the Quality standards of the Program.
Market Researcher (Part time)
SSI Phils, Inc.
07.2013 - 05.2014
- Collection data on consumers, competitors and marketplace.
- Responsible to be neutral and show no bias when performing the survey gathering.
Telemarketer (Quality Control Agent)
BlueConnect Solutions Inc.
11.2012 - 07.2013
- Deals with outbound calls to promote health and perform appointment meetings for qualified elderly individuals.
- Filtering appointments by calling the member and ensure that 100% show rate will happen during the appointment set by our Telemarketers.
Date Entry Specialist
Lighthouse Software IP Group
03.2012 - 07.2012
- Encoding Data for Trademark companies; Ensuring information encoded are accurate.
Education
Associate - Hospitality Management
Trade-Tech International Science Institute
01.2011
Alternative Learning System
01.2008
Mount Olives Christian Academy
01.2006
Skills
- Strong Work Ethic
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Employee relations and conflict resolution
- Client relationships
Personal Information
- Age: 32
- Date of Birth: 02/24/93
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
Timeline
Operations Manager
IGT Solutions Inc
07.2025 - Current
Deputy Manager - Training
WNS Inc.
05.2023 - 07.2025
Assistant Manager - Operations
WNS Inc.
01.2022 - 05.2023
Product Trainer
Teleperformance Philippines
03.2021 - 01.2022
Operations, Supervisor
Teleperformance Philippines
08.2015 - 03.2021
Customer Service Representative
Teleperformance Philippines
06.2014 - 08.2015
Market Researcher (Part time)
SSI Phils, Inc.
07.2013 - 05.2014
Telemarketer (Quality Control Agent)
BlueConnect Solutions Inc.
11.2012 - 07.2013
Date Entry Specialist
Lighthouse Software IP Group
03.2012 - 07.2012
Alternative Learning System
Mount Olives Christian Academy
Associate - Hospitality Management
Trade-Tech International Science Institute