CHRISTIAN TRINIDAD
Performance Operations Manager
San Pablo
Summary
Results-driven professional with extensive experience in BPO management and data analysis, demonstrating a proven track record in overseeing call center operations and implementing strategic initiatives. Expertise in driving performance improvements across various business functions, effectively managing teams, and optimizing processes. Committed to delivering exceptional service quality within multinational environments, consistently exceeding operational goals and enhancing customer satisfaction. Strong analytical skills complement a deep understanding of industry best practices, ensuring continuous improvement and operational excellence.
Overview
23
23
years of professional experience
Work History
Senior Performance Manager
Optery
07.2023 - Current
- Championed employee retention efforts by proactively addressing concerns, offering support resources, and fostering positive working relationships across departments.
- Implemented performance measurement tools that enabled accurate tracking of progress towards established goals.
- Managed talent acquisition processes, selecting high-performing candidates who contributed significantly to the organization''s success.
- Collaborated with senior leadership to align individual objectives with organizational priorities, ensuring a unified approach to achieving targets.
- Facilitated change management initiatives that resulted in smoother transitions during periods of organizational restructuring or process improvements.
- Developed strategies for optimizing individual and team performance, resulting in higher productivity levels.
- Served as a trusted advisor to executive leadership by offering data-driven insights and recommendations for improving overall business performance.
- Led cross-functional teams to achieve business objectives and improve overall operational performance.
- Introduced innovative solutions for boosting workplace morale and increasing overall job satisfaction levels within the organization.
- Optimized resource allocation by analyzing workforce data and making informed recommendations on staffing adjustments as needed.
- Delivered detailed reports on organizational performance trends, enabling senior management to make informed decisions related to strategic planning and resource allocation.
Console Supervisor
New Incentives
07.2023 - Current
- Reviewed and analyzed large sets of metadata collected from cash transfer disbursements, identifying patterns and areas that warrant further investigation in the field.
- Conducted virtual investigations on a weekly basis to detect and prevent potential fraud related to cash transfer disbursements and associated data.
- Developed and implemented streamlined processes that improved operational efficiency.
Operations Manager
Cognizant Philippines
09.2020 - 07.2023
- Managed first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.
- Ensured client and corporate service, quality and contribution goals are met.
- Ensured that financial, metric and associate satisfaction goals are met.
- Provided leadership and management to associates.
- Provided training and development opportunities for supervisory team.
- Coached and mentors team supervisors.
- Regularly conducted supervisor team meetings.
- Supervised multiple teams for one or more client.
Operations Manager
Everise
04.2020 - 07.2020
- Determined call center operational strategies by conducting needs assessments; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specification, and production, productivity, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Assistant Manager
Concentrix Philippines
07.2015 - 06.2019
- Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Customer Care Manager
DMAI Virtual Analytics
03.2015 - 06.2015
- Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs, installing upgrades.
- Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Operations Manager
Tech hub Remote Support Inc.
04.2014 - 03.2015
Team Leader
Digital Room Philippines
03.2013 - 04.2014
Senior Team Leader
Convergys Philippines
08.2003 - 09.2009
Education
BS Commerce - Business Administration
University of Santo Tomas
03-2001
Skills
Leadership Skills
Performance analysis
Stakeholder management
Customer service
Problem-solving
Team leadership
Operations management
Operational efficiency
Customer service management
Problem Solving Skills
Excellent Customer Service Skills
Data-driven decision making
Coaching and mentoring
Timeline
Senior Performance Manager
Optery
07.2023 - Current
Console Supervisor
New Incentives
07.2023 - Current
Operations Manager
Cognizant Philippines
09.2020 - 07.2023
Operations Manager
Everise
04.2020 - 07.2020
Assistant Manager
Concentrix Philippines
07.2015 - 06.2019
Customer Care Manager
DMAI Virtual Analytics
03.2015 - 06.2015
Operations Manager
Tech hub Remote Support Inc.
04.2014 - 03.2015
Team Leader
Digital Room Philippines
03.2013 - 04.2014
Senior Team Leader
Convergys Philippines
08.2003 - 09.2009
BS Commerce - Business Administration
University of Santo Tomas