Clerion Suarez
Assistant Manager
Quezon City
Summary
Operations Manager directing day-to-day service delivery, performance management, and process improvement strategies across customer support teams. Coaches 21+ staff members per month through reviews, feedback, and best-practice sharing to lift quality, productivity, and compliance. Strengthens customer satisfaction and retention by aligning short-term execution with business goals and profitability targets.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Assistant Manager of Operations
WNS Part of Capgemini
04.2024 - Current
- Provided professional services and support in a dynamic work environment.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Identified issues, analyzed information, and provided solutions to problems.
- Gained strong leadership skills by managing projects from start to finish.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Operations Manager
Alorica Philippines, Inc.
03.2023 - 01.2024
- Developed and shared best practices across company to align with objectives and quality standards.
- Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Fostered positive relationships with customers to maximise satisfaction, retention and experience.
Team Manager
RMH Teleservices, Inc.
07.2018 - 02.2023
- Managed and mentored team of 20 to continuously deliver exceptional customer service.
- Supervised and mentored staff in 1:1 sessions, driving attainment of individual KPIs.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Monitored team performance, ensuring compliance with guidelines and regulations.
Customer Service Representative
Expert Global Solutions
08.2014 - 06.2018
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
Education
Bachelor of Science - Accountancy
Lyceum of the Philippines
ManilaSkills
Performance management
Workforce planning
Operational planning
Customer experience management
Team coaching
Systems implementation
Process improvement strategies
Quality assurance
Standard operating procedures
KPI management
Headcount planning
SLA management
Business continuity planning
Cross-functional leadership
Certification
Six Sigma Green Belt Certification, July 2022
Timeline
Assistant Manager of Operations
WNS Part of Capgemini
04.2024 - Current
Operations Manager
Alorica Philippines, Inc.
03.2023 - 01.2024
Team Manager
RMH Teleservices, Inc.
07.2018 - 02.2023
Customer Service Representative
Expert Global Solutions
08.2014 - 06.2018
Bachelor of Science - Accountancy
Lyceum of the Philippines