Demetrio Lara III
Operations and People Manager
Paranaque City
Summary
Operations and People Leader with extensive experience managing multi-layer teams across healthcare and telecommunications campaigns. Proven ability to oversee large-scale operations, drive performance improvement, and enhance service delivery through data-driven strategies and Lean Six Sigma methodologies.
Experienced in managing complex operational environments with accountability for KPI performance, workforce scaling, and cross-functional stakeholder collaboration. Demonstrated success in leading supervisors and teams across multiple campaigns while driving efficiency, quality, and continuous improvement initiatives.
Overview
13
13
years of professional experience
7
7
Certificates
2
2
Languages
Work History
Assistant Operations Manager
Unity Communications PH
Paranaque City
01.2026 - Current
- Manage operational oversight across 6 campaigns within telecommunications and healthcare verticals
- Lead a leadership structure consisting of 6 Team Leaders, 4 Assistant Team Leaders, and 2 Quality Analysts
Oversee approximately 86 employees across multiple client programs - Drove workforce expansion across 6 campaigns, increasing headcount from 70 to 86 within 6 months while maintaining operational stability and performance targets
- Collaborate with internal stakeholders and leadership teams to maintain service delivery standards and operational targets
Support coaching, performance management, and employee development initiatives to improve team effectiveness and retention - Managed workforce productivity, attendance compliance, candidate hiring, and operational KPIs to maintain consistent business performance.
Client Success Manager (Project Based)
Go Lean Health
Remote
09.2025 - 03.2026
- Supported client success operations and customer relationship management activities
- Assisted with stakeholder communication, onboarding coordination, and customer support initiatives
- Contributed to operational coordination and customer experience improvement efforts during project engagement
Quality and Escalations Manager
Amazon Operations Philippines Services Inc.,
Pasay City
04.2025 - 12.2025
- Led quality and escalation governance across a network of 38 Supervisors and Escalation Leads, ensuring adherence to quality standards and operational performance targets
- Overall POC for Process Improvement
- Oversaw coaching, training alignment, and employee development to improve service quality and operational efficiency
- Partnered with cross-functional stakeholders to identify process gaps and implement improvement initiatives
- Drove continuous improvement efforts aligned with Lean and Six Sigma methodologies to enhance operational performance
People Manager (Amazon Davao)
Amazon Operations Philippines Services Inc.,
04.2024 - 04.2025
- Served among the managers who supported the launch of Amazon Davao operations
- Conducted performance reviews, business process assessments, and operational coaching initiatives
- Oversaw training support, staffing coordination, and workforce management during peak operational periods
Applied Lean and Six Sigma methodologies to support process optimization and operational efficiency improvements - Led and collaborated with Process Improvement Specialists across Cebu, Manila, Colombia, and Cape Town to support operational excellence initiatives and cross-site process alignment
- Partnered with cross-functional stakeholders to align operational goals and performance expectations
People Manager for Escalations (Pasay City)
Amazon Operations Philippines Services Inc.,
11.2021 - 01.2024
- Managed and provided operational oversight to 25 Supervisors and Escalation Leads within DART Manila operations
- Identified potential areas for process improvement, thereby reducing costs, and conducted regular audits of metallurgical practices, leading to Process Improvement (Site and Network wide)
- Spearheaded onboarding sessions to discuss challenges and strategies for process improvement
- Managed career hiring processes, from assessing applications to interviewing candidates and onboarding recruits
- Facilitated mentorship programs for aspiring leaders
Quality Specialist
Amazon Operations Philippines Services Inc.,
09.2020 - 11.2021
- Overall captain of the Quality Team and POC for Process Improvement within the Quality Department of Pasay and Manila Team.
- Conducted pilot tests to evaluate the functionality, reliability, performance, and quality of the system, providing regular quality updates to key stakeholders for informed decision-making.
- Communicated regularly with operating teams and other stakeholders to review quality of service
- Directed the preparation and submission of compliance and audit reports, demonstrating adherence to external and internal quality mandates
Quality Analyst
Amazon Operations Philippines Services Inc.,
05.2019 - 09.2020
- Conducted thorough internal audits, ensuring business compliance with laws and regulations, worked closely with Department Heads to rectify discrepancies, and created detailed reports to management
- QA representative for Process improvement
Choice Hotel Sales and Reservations Executive
Altisource Business Solutions
01.2018 - 01.2019
- Established and maintained strong client relationships to boost advertising sales revenue, conducted sales training workshops, and efficiently processed sales transactions to ensure customer satisfaction.
AT&T Sales Executive
VXI Global Holdings
01.2016 - 01.2018
- Customized service offerings to meet consumer needs and managed customer relationships using consultative sales techniques to achieve individual sales objectives.
Branch Manager / Purchasing Manager
OJO Coffee SDN BHD
01.2014 - 01.2016
- Designed and updated the coffee shop menu, incorporating customer feedback and seasonal ingredients, and efficiently managed payroll, scheduling, and administrative tasks.
Café Supervisor
EspressoLab Asia Pacific SDN BHD
01.2013 - 01.2014
- Managed food hygiene, customer service, and regulations, led barista training, organized charity events, and handled customer complaints diplomatically to ensure customer satisfaction.
Education
Bachelor of Science - Business Administration
Philippine Women’s University
Manila 01.2025 - 2023
Bachelor of Arts - Psychology
Philippine Christian University
Skills
MS Word, Excel, PowerPoint, SharePoint
Performance and Stakeholder Management
People Management
Project Management and Project Coordination
Certification
Six Sigma (Yellow Belt)
Timeline
Assistant Operations Manager
Unity Communications PH
01.2026 - Current
Client Success Manager (Project Based)
Go Lean Health
09.2025 - 03.2026
Quality and Escalations Manager
Amazon Operations Philippines Services Inc.,
04.2025 - 12.2025
Bachelor of Science - Business Administration
Philippine Women’s University
01.2025 - 2023
People Manager (Amazon Davao)
Amazon Operations Philippines Services Inc.,
04.2024 - 04.2025
People Manager for Escalations (Pasay City)
Amazon Operations Philippines Services Inc.,
11.2021 - 01.2024
Quality Specialist
Amazon Operations Philippines Services Inc.,
09.2020 - 11.2021
Quality Analyst
Amazon Operations Philippines Services Inc.,
05.2019 - 09.2020
Choice Hotel Sales and Reservations Executive
Altisource Business Solutions
01.2018 - 01.2019
AT&T Sales Executive
VXI Global Holdings
01.2016 - 01.2018
Branch Manager / Purchasing Manager
OJO Coffee SDN BHD
01.2014 - 01.2016
Café Supervisor
EspressoLab Asia Pacific SDN BHD
01.2013 - 01.2014
Bachelor of Arts - Psychology
Philippine Christian University
Languages
English
Malay