Ivy Isidro-Pialda
Assistant Manager Operations
Quezon City, Metro Manila
Summary
Developed skills in fast-paced operational environment, excelling in project management and team leadership. Looking to transition into new field where these abilities can drive improvements. Committed to leveraging these transferable skills to achieve positive outcomes.
Overview
22
22
years of professional experience
Work History
Assistant Manager of Operations
WNS Global Services
01.2023 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Maintained accurate records of all transactions within the department to facilitate transparent reporting systems.
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Team Leader
Dnata Travel Inc
04.2015 - 01.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- · Provide on-job training to new joiners and regularly conduct briefings to update the team on necessary operational changes and latest promotions, changes in airline trends, new products and services
- · Handled different accounts - Corporate travel, Mishandled Baggage Services, Fraud Monitoring, ADM reviews, Queue Management, Visa Services
Team Supervisor
USA Gateway Travel
09.2006 - 04.2015
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Assisted in recruitment to build team of top performers.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- · Conducts update trainings on GDS - Worldspan, Sabre, Amadeus and Apollo
- Review and dispute debit memos
- Acts as OIC in the absence of the Country Manager
Worldspan Queue Management Agent
PeopleSupport
01.2005 - 09.2006
- Informed clients of policies and procedures.
- Monitor and review all Selex/Worldspan transactions on a daily basis
- Review and check if exchange process is done correctly
- Coordinate with agents for any errors and assist them in taking necessary corrections
- Review schedule change PNRs
Training Assistant
PeopleSupport
10.2004 - 12.2004
- Enhanced employee skillsets by developing comprehensive training materials and resources.
- Monitored employee progress throughout training programs using various assessment tools; identified areas for improvement and provided additional support as needed.
- Facilitated knowledge sharing sessions among employees, fostering culture of continuous learning and development.
- Provided coaching and mentoring to employees.
Customer Service Representative
PeopleSupport
04.2003 - 12.2004
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Bachelor of Science - Business Administration
Holy Angel University
Angeles City, Province Of Pampanga, Philippines 04.2001 -
Skills
Training and mentoring
Operations management
Decision-making
Organizational skills
Adaptability and flexibility
Team collaboration
Performance tracking
Staff training and development
Problem-solving
Team leadership
Customer service
Staff scheduling
Accomplishments
USA GATEWAY TRAVEL
· Expert Award
· Team Leader of the Year 2012-2014
DNATA TRAVEL INC
· NAJM Broze Awardee
Timeline
Assistant Manager of Operations
WNS Global Services
01.2023 - Current
Team Leader
Dnata Travel Inc
04.2015 - 01.2023
Team Supervisor
USA Gateway Travel
09.2006 - 04.2015
Worldspan Queue Management Agent
PeopleSupport
01.2005 - 09.2006
Training Assistant
PeopleSupport
10.2004 - 12.2004
Customer Service Representative
PeopleSupport
04.2003 - 12.2004
Bachelor of Science - Business Administration
Holy Angel University
04.2001 -
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